Refund policy

We have a 14-day right of withdrawal. You have 14 calendar days from the day you receive your item to notify us of your decision to withdraw from the purchase.

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 sorigem@yahoo.com. Please note that returns will need to be sent to the following address: SoriGem, Pletstraat 20, 8650 Merkem, Belgium

If your return is accepted, we will provide you with instructions on how and where to send your package.

The customer is responsible for the direct return shipping costs when exercising the 14-day right of withdrawal. We recommend using a tracked and insured shipping service, as our jewelry is valuable and often one of a kind.

If an item is defective, damaged, or incorrect, SoriGem will cover the necessary return shipping costs in accordance with applicable consumer protection laws.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sorigem@yahoo.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

Items made to the customer's specifications or clearly personalized are not eligible for the 14-day right of withdrawal, in accordance with applicable EU consumer protection law.

One-of-a-kind jewelry and sale items remain eligible for the statutory 14-day right of withdrawal unless a specific legal exception applies.

If you have any questions about returning a particular item, please contact us at sorigem@yahoo.com.

Exchanges

Exchanges

As SoriGem jewelry pieces are individually handcrafted and one of a kind, direct exchanges for an identical item are generally not possible.

If you wish to purchase a different piece, please contact us at sorigem@yahoo.com to arrange a return in accordance with our return policy and place a separate order.

This does not affect your statutory rights in the event of defective or non-conforming goods.

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 have received and inspected your return.

If you exercise your statutory 14-day right of withdrawal, we will refund all payments received from you, including the original standard delivery costs, within 14 days of being informed of your decision to withdraw.

We may withhold the refund until we have received the returned item or you have provided proof of having sent it back, whichever occurs first.

The customer is responsible for the direct return shipping costs, as stated in our return policy.

Refunds will be issued using the original payment method, unless otherwise expressly agreed, without additional refund fees.

This does not affect your statutory rights regarding defective or non-conforming goods.