Returns and Refund Policy

Last Updated:March 1, 2025

Thank you for shopping at [gothgem.online]. We strive to ensure your satisfaction with every purchase. Please read this policy carefully to understand your rights and obligations regarding returns and refunds.

1. Return Eligibility

a. Timeframe for Returns:

  • United States & International Customers (Non-EU):
    You may return eligible items within 14 days of receiving your order.

  • European Union (EU) Customers:
    Under EU consumer law, you have the right to return items within 14 days from the date of delivery.

b. Condition Requirements:
To qualify for a refund or exchange, items must be:

  • Unworn, unused, and in their original condition (no stains, odors, or damage).

  • Packaged in the original product packaging, including all tags, labels, and protective materials (e.g., crystal pouches, garment bags).

  • Accompanied by a valid proof of purchase (order number or receipt).

c. Non-Returnable Items:
The following items are FINAL SALE and cannot be returned or exchanged:

  • Customized or personalized products (e.g., engraved crystals, made-to-order Gothic apparel).

  • Intimate apparel (e.g., lingerie, bodysuits) for hygiene reasons.

  • Sale items marked as “Final Sale” or “Non-Returnable.”

  • Products damaged due to customer misuse or improper care.

2. Refund Process

a. Initiating a Return:

  1. Contact our support team at [gothgem.online] within the return timeframe to request a Return Merchandise Authorization (RMA) number.

  2. Include your order number, product details, and reason for return.

  3. Once approved, package the item securely and include the RMA number on the return label.

b. Refund Methods:

  • Refunds will be issued to the original payment method within 5–7 business days after we receive and inspect the returned item.

  • Exchanges are subject to product availability. If the desired item is out of stock, we will issue a refund instead.

c. Partial Refunds:
Partial refunds may apply if:

  • The item is returned in a used or damaged condition.

  • Parts of the order are missing (e.g., detached crystal pendants, missing accessories).

3. Shipping Costs & Responsibilities

a. Return Shipping Fees:

  • United States Customers:

    • For returns due to seller error (e.g., wrong item, defective product): We cover return shipping costs.

    • For returns due to customer preference: You are responsible for return shipping fees.

  • International Customers (Including EU):

    • Return shipping costs are the customer’s responsibility unless the return is due to our error.

    • We recommend using a tracked shipping service. We are not liable for lost return packages.

b. Original Shipping Fees:

  • Original shipping fees are non-refundable unless the return is due to our error.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  1. Notify us within 48 hours of delivery by emailing [gothgem.online] with photos/video of the issue.

  2. We will provide a prepaid return label (if applicable) and either:

    • Send a replacement immediately (subject to stock availability).

    • Issue a full refund, including return shipping costs.

5. Return Addresses

Returns must be sent to the warehouse location based on your original shipment:

  • Orders Shipped from the U.S. Warehouse:
    [The return address varies depending on the product. Please contact us for details. Thank you.]

  • Orders Shipped from China Warehouse:
    [The return address varies depending on the product. Please contact us for details. Thank you.]

Note: Returns sent to the wrong warehouse may result in delays or refusal of your refund.

6. European Union Customers

To comply with EU consumer protection regulations:

  • You have the right to withdraw from the contract within 14 days without justification.

  • You are responsible for return shipping costs unless the product is defective.

  • Refunds will be processed within 14 days of receiving the returned item.

7. How to Contact Us

For questions or assistance with returns:

  • Email: [94223228@qq.com]

  • Phone: [+1 (650) 758-7479] (U.S.) / [+86 18896627887] (China)

  • Business Hours: [ Mon–Fri, 9 AM–5 PM PST]

Policy Updates:
We reserve the right to modify this policy. Changes will be posted on this page and apply to purchases made after the effective date.

[GothGem]
Address LAX2 Warehouse
6720 Kimball Ave
Chino, CA 91708
USA(Required for EU Compliance)]
[gothgem.online]

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