Thank you for shopping at MatteGem.shop, operated by MatteGem LLC.
We want you to love every piece of jewellery you purchase from us. If you are not fully satisfied, please review our return and refund guidelines below.

For help, contact us at:
📧 hello@mattegem.shop
📞 760-201-7057

1. Returns Eligibility

We accept returns for most unused and unworn jewellery items within:

➡️ 30 days from the date of delivery

To be eligible for a return:

• Jewellery must be unworn and in original condition
• Original packaging (pouches, boxes, tags) must be included
• Item must not show scratches, wear, or damage
• Proof of purchase is required (order number or receipt)

Items not meeting these conditions may be rejected.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

• Earrings (any type)
• Custom-made or personalized jewellery
• Items marked as “Final Sale”
• Gift cards

3. Damaged, Defective, or Incorrect Items

If your item arrives:

• Damaged
• Defective
• Incorrect

You must notify us within 48 hours of delivery.

Include:

• Order number
• Photos or videos of the issue
• Brief description of the problem

We will offer a replacement, store credit, or full refund — at no additional cost to you.

4. Refund Process

After your return is received and inspected:

• We will notify you if your refund is approved or denied
• Approved refunds will be issued to your original payment method

Refund Timeframe:

3–7 business days, depending on your bank or provider.

5. Return Shipping Costs

Who covers the return shipping?

✔ MatteGem Covers Costs

If the item is defective, damaged, or incorrect.

✔ Customer Covers Costs

If the return is due to:

• Change of mind
• Prefer a different style
• Ordered the wrong item
• No longer want the item

6. Order Cancellations

Orders can be canceled within 12 hours of purchase.
Once an order is processing or shipped, cancellations are no longer possible.

You may still request a return after receiving your order (if eligible).

7. Exchanges

We offer exchanges only for defective or damaged items.
For other cases, please return the item (if eligible) and place a new order.

8. Late or Missing Refunds

If you have not received your refund:

1. Check your bank account
2. Contact your credit card company
3. Contact your bank

If you still need help, email us at hello@mattegem.shop.

9. Contact Us

For all refund or return inquiries:

MatteGem LLC
4319 Meadow Spring Way
Oceanside, CA 92057
📧 hello@mattegem.shop
📞 760-201-7057
🌐 https://mattegem.shop