Refund policy
Refund Policy
Returns, Exchanges & Refund Policy
Last updated: March 16, 2026
Order Cancellation & Modification
Once an order has been placed, order details cannot be modified through the system.
However, cancellation or modification may be possible before the item has been shipped, or in the case of custom or made-to-order jewelry, before production has begun.
Because many of our pieces are prepared or crafted specifically for each order, cancellation or modification may not be possible once processing, production, or shipment has begun.
If you need assistance, please contact us as soon as possible:
info@gwensglow.com
Return Eligibility
For eligible items, return requests must be made within 30 days from the date of delivery confirmed by the carrier.
To qualify for a return, the item must be:
• Unused and unworn
• In original condition
• Returned with all original packaging and accessories
This includes:
• Jewelry box
• Certificate of authenticity
• Warranty card
• Gift packaging (if provided)
Returns that do not meet these conditions may be refused.
Non-Returnable Items
The following items are not eligible for return:
• Made-to-order or customized jewelry
• Engraved or personalized items
• Pre-order items
• Items marked as Final Sale
Because many of our jewelry pieces are produced specifically for each order, customized jewelry cannot be returned unless defective or incorrectly delivered.
Exchanges
We generally do not offer exchanges for customer preference, including requests for different sizes, styles, or designs.
If a customer wishes to purchase a different item, a new order must be placed.
Exchanges are only available in cases where an item is defective or incorrectly delivered. In such cases, we may offer a replacement subject to product availability.
Returns Due to Defects or Incorrect Items
If the item you receive is defective or incorrect, please contact us within 30 days of delivery.
We will review the issue and may offer:
• Replacement (subject to availability)
• A full refund if replacement is not possible
Return Authorization
All returns must be authorized in advance.
To initiate a return, please contact:
info@gwensglow.com
Please include:
• Your order number
• The reason for the return
If the return is approved, our support team will provide return instructions and the correct return address.
Items must not be returned without prior authorization.
Return Address
Returns must be sent to the designated return address provided by our support team.
Depending on your location and order details, return addresses may be located in Canada, the United Kingdom, Japan, or another designated processing facility.
Please do not return items to the original shipping location unless instructed to do so.
Return Shipping & Insurance
Unless the return is due to a defective item or an error on our part, return shipping costs are the responsibility of the customer.
Customers must ship returned items using a secure, trackable, and fully insured shipping method.
Returned items remain the customer’s responsibility until safely received by us.
GWEN’S GLOW JEWELRY INC. is not responsible for returned items lost or damaged in transit where return shipping is arranged by the customer.
For high-value items, we may provide a return shipping label with insurance and tracking. The return method and carrier may be determined at our discretion.
When a return label is provided, customers must use the provided shipping method.
Inspection Process
All returned items are subject to inspection upon receipt.
For security and quality control purposes, returns may be documented and recorded during inspection.
Refunds will only be issued after the returned item has been:
• Received
• Inspected
• Verified to match the original item shipped
This includes verification of:
• The jewelry item itself
• Accompanying certificates
• Documentation
• Original packaging
Diamonds and gemstones may be examined for identifying characteristics including laser inscriptions, grading reports, weight, serial numbers, and other gemological features to confirm authenticity and ensure the returned item matches the original item shipped.
Return Rejection
We reserve the right to refuse returns if the returned item:
• Shows signs of wear or use
• Has been altered, resized, or modified
• Is damaged due to customer handling
• Is missing packaging, documentation, or certificates
• Does not match the original item shipped
• Shows evidence of tampering, stone replacement, or interference with diamonds, gemstones, or settings
Returns that do not meet our return conditions may be sent back to the customer.
Refunds
Once the returned item has been received, inspected, and approved, the refund will be processed to the original payment method.
Refund processing typically takes 7–10 business days depending on the payment provider or financial institution.
Shipping Costs
Original shipping charges are non-refundable unless the return is due to:
• A defective item
• An incorrect shipment
• Or an error on our part
Security Notice
To protect our customers and maintain product authenticity, GWEN’S GLOW JEWELRY INC. reserves the right to delay, review, or decline returns that appear suspicious or inconsistent with this policy.
Contact
GWEN’S GLOW JEWELRY INC.
Richmond, BC, Canada
Email: info@gwensglow.com