Informativa sui rimborsi
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at elskensmarnick73@gmail.com. Please note that returns will need to be sent to the following address: nijverseelstraat 92, 1745 opwijk Belgium
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at elskensmarnick73@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.( depending on cases such as changed my mind did not read good the refund can be on client account.) Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at elskensmarnick73@gmail.com.
Return, Refund & Cancellation Policy
At Natural Gems Belgium, customer satisfaction is extremely important to us. Every item is carefully inspected before shipment and securely packaged to ensure it arrives safely.
Please read the following policy carefully before placing your order.
1. Order Cancellation
Orders may be cancelled free of charge at any time before they enter our fulfillment process.
An order is considered to have entered fulfillment once a shipping label has been created and the order has started being prepared for shipment.
After fulfillment has started, cancellations are no longer possible.
2. Damaged, Incorrect or Lost Shipments
If your order arrives damaged, defective, incorrect, or is lost during transport, please contact us within 48 hours after delivery (or the expected delivery date for lost shipments).
After verification, Natural Gems Belgium will, at its discretion:
• provide a full refund; or
• ship a replacement at no additional cost.
Customers will never pay return shipping costs when the problem resulted from our mistake or from transport damage or loss.
3. European Union Customers
For customers residing within the European Union, the statutory right of withdrawal applies in accordance with applicable European consumer legislation.
If you simply changed your mind, ordered the wrong product, or no longer wish to keep your purchase, you may return your order within the applicable statutory withdrawal period.
The following conditions apply:
• Return shipping costs are the responsibility of the customer.
• Products must be returned complete and in their original condition.
• Products may only be inspected as they would be in a physical retail store.
• If an item has been used beyond what is necessary to determine its nature, characteristics, and functioning, Natural Gems Belgium reserves the right to reduce the refund by the amount of any loss in value, where permitted by applicable law.
Refunds will be processed after the returned products have been received and inspected.
4. International Customers (Outside the European Union)
For customers located outside the European Union, returns are accepted only in accordance with this Return Policy and any mandatory consumer protection laws applicable in the customer's country.
Unless the return results from a damaged, defective, incorrect, or lost shipment, the following conditions apply:
• The customer is responsible for all return shipping costs.
• Import duties, customs charges, taxes, brokerage fees, and similar costs are non-refundable.
• Products must be returned unused, complete, and in their original packaging.
• Where permitted by applicable law, Natural Gems Belgium may deduct a reasonable restocking fee and/or compensation for any loss in value caused by handling, use, damage, missing accessories, or incomplete packaging.
Natural Gems Belgium reserves the right to refuse any return that does not comply with these conditions.
5. Refund Processing
Refunds are issued only after the returned goods have been received and inspected.
Approved refunds will be made using the original payment method whenever possible.
Refund processing times may vary depending on the payment provider or financial institution.
6. Non-Returnable Items
Where permitted by applicable law, the following products cannot be returned:
• Custom-made or personalized products.
• Products specifically manufactured upon customer request.
• Sealed products that cannot be returned for health or hygiene reasons once opened.
• Any other products excluded from the statutory right of withdrawal under applicable legislation.
7. Contact
Before returning any item, customers must first contact our customer service team to receive return instructions.
Our email: elskensmarnick73@gmail.com
Natural Gems Belgium reserves the right to update or modify this Return, Refund & Cancellation Policy at any time without prior notice. The version published on our website at the time of purchase shall apply.