Legal
Refund policy
This policy applies to all orders placed with TRI GEM JEWELRY; where a signed contract exists, that contract prevails.
Last updated: 1 January 2026
1. Scope
Applies to stock, custom and private label orders placed with TRI GEM JEWELRY.
Where a signed sales contract covers the same order, that contract prevails over this policy.
2. Definitions
A defect means a unit that fails the approved sample or the written specification confirmed with the order.
A change of mind means an order or style the buyer no longer wants, without a difference from the approved specification.
3. Deposits and payments
Deposits are non-refundable once tooling or material purchasing has started, because those costs are committed to the order.
If an order is cancelled before tooling or materials are committed, the deposit is reviewed case by case and confirmed in writing.
4. Custom and OEM orders
Custom and private label orders are refundable only for defects, not for change of mind, because production is made to the buyer specification.
Size, plating and packaging confirmed on the approved sample are treated as the agreed specification for this purpose.
5. Defective or incorrect goods
Report defects within 15 days of receipt with photos, carton numbers and quantities; we respond within 2 business days.
Claims are reviewed against the approved sample and the inspection record for the shipment, so keep the sample and the packaging until the claim is closed.
6. Non-refundable items
Tooling, sample fees, shipping costs and approved custom production are not refundable.
Where a claim is accepted, the remedy is repair, replacement, credit note or refund for the affected units.
7. Refund process
Submit the claim, then we review the goods against the approved sample and complete a root-cause check. The outcome is a replacement, credit note or refund within 10 business days of agreement.
Refunds are issued by the same payment method used for the invoice unless another method is agreed in writing.
8. Return shipping
We cover return shipping for confirmed defects; the buyer covers shipping for non-defect returns.
Returned goods should be sent in their original packaging so the units can be inspected without further damage.
9. Contact
bomikim@trigemjewelry.com · +82 10 8210 9287
Include the order reference, style codes and photos so the claim can be matched to the shipment record.