Cancellation and Refund Policy

At Gambog, we strive to provide a seamless and satisfactory shopping experience for our customers. We understand that circumstances may arise where you may need to cancel an order or request a refund. This Cancellation and Refund Policy outlines the guidelines and procedures for cancellations, returns, and refunds. Please read this policy carefully before making a purchase.

  1. Order Cancellation:

1.1. Cancellation Before Shipment: If you wish to cancel your order before it has been shipped, please contact our customer support team as soon as possible. We will make every effort to accommodate your request. If the cancellation is successful, we will initiate a refund as per the refund guidelines mentioned below.

1.2. Cancellation After Shipment: Once your order has been shipped, it cannot be canceled. In such cases, please refer to our Return Policy for further instructions.

  1. Return Policy:

2.1. Eligibility for Returns: To be eligible for a return, please ensure that:

  • The item is unused, in its original condition, and in the original packaging.
  • The return request is initiated within the specified timeframe, usually within 14 days from the date of delivery.
  • The item is not a customized or personalized product, as these are non-returnable unless there is a manufacturing defect.

2.2. Return Process: If you meet the eligibility criteria for a return, please follow these steps:

  • Contact our customer support team to initiate the return process and obtain a Return Merchandise Authorization (RMA) number.
  • Pack the item securely in its original packaging, including all accessories, certificates, and documentation that came with it.
  • Clearly label the package with the RMA number provided by our customer support team.
  • Ship the package to the address provided by our customer support team. We recommend using a trackable shipping service for your protection.

2.3. Return Shipping Costs: The customer is responsible for the return shipping costs unless the return is due to a manufacturing defect or an error on our part. In such cases, please contact our customer support team, and we will provide further assistance.

  1. Refund Process:

3.1. Refund Eligibility: Upon receiving the returned item, our quality assurance team will inspect it to ensure it meets the return eligibility criteria. If the item is deemed eligible, we will proceed with the refund process.

3.2. Refund Options: Depending on the circumstances, we offer two refund options:

  • Store Credit: You may choose to receive the refund amount as store credit, which can be used for future purchases on our website.
  • Original Payment Method: If you prefer, we can refund the amount directly to the original payment method used during the purchase.

3.3. Refund Timeframe: Once the refund is approved, it may take some time for the refunded amount to be credited back to your account. The exact timeframe depends on the payment method and financial institution involved. Please note that we are not responsible for any delays caused by external parties.

  1. Exceptions and Conditions:

4.1. Customized or Personalized Products: Customized or personalized products are non-returnable unless there is a manufacturing defect. We encourage you to review and verify all customization details before placing an order.

4.2. Sale and Promotional Items: Items purchased during a sale or promotional period may be eligible for return and refund as per the eligibility criteria mentioned above. However, the refund amount will be based on the discounted price paid during the purchase.

  1. Contact Us: If you have any questions, concerns, or need assistance regarding our Cancellation and Refund Policy, please reach out to our customer support team. We are here to help you and provide any necessary guidance throughout the process.

We value your trust and are committed to ensuring your satisfaction with our sustainable jewelry collection. Thank you for choosing Gambog, and we look forward to serving you.