Exchanges

We want you to love your jewelry. If something isn’t quite right, we’ll make it right.

At Genzee Jewelry, each piece is inspected before it leaves our factory. If your order isn’t what you hoped for, whether it’s the wrong size, the wrong style, or a flaw, here is how exchanges work.

Exchange Window

You can request an exchange within 15 days of receiving your order. Please contact us before sending anything back, because returns sent without approval may not be accepted.

What Qualifies for an Exchange

• Jewelry that is unworn, unused, and in its original condition
• Items returned in their original Genzee packaging, including any certificates or documents that came with them
• Pieces with no resizing, engraving, alteration, or signs of wear

What Can’t Be Exchanged

• Custom or made-to-order pieces. Each is made specifically for you, so eligibility depends on the stage of production and whether the piece matches the approved design. Contact us and we’ll review your case.
• Items that have been worn, damaged, altered, or returned without original packaging
• Items returned without prior approval from our team

How to Request an Exchange

1. Contact us within 15 days of delivery with your order number, photos of the piece, and the reason for the exchange.

2. Get approval. Our team reviews your request and sends return instructions once approved.

3. Ship it back. Pack the item securely in its original packaging. Please use a registered, trackable service and keep your tracking number. Returns should be sent in the name of the original purchaser.

4. Inspection. When your item arrives, we inspect it to confirm it meets the exchange conditions.

5. Your replacement. After approval, we prepare your new piece and ship it to you, with tracking details sent by email. If the replacement costs more or less, we’ll settle the difference with you.

Defective or Damaged Items

If your piece arrives damaged or with a confirmed defect, such as a loose stone or a finishing flaw, contact us right away with photos. We’ll arrange a replacement or a full refund of the item and its original shipping cost.

Return Shipping Costs

Return shipping is the customer’s responsibility for change-of-mind exchanges. If the issue is a defect or an error on our side, we’ll cover it.

Refunds

If an exchange isn’t possible, we may offer a refund instead. Once your return is received and inspected, refunds are processed to your original payment method within 7-10 working days. Your bank may take additional time to show the funds.

In some cases, such as a minor cosmetic concern, you may prefer to keep the piece and agree a partial refund with our team. Just ask.