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30-Day Money Back Guarantee
Our
commitment to you does not end at delivery. Items may be returned or exchanged
within 30 days from when they were shipped, no questions asked.
Our Return Policy
We
accept returns for refund or exchange within 30 days of shipment from our
facility. You will only pay for return shipping and insurance fees. You
may following the steps outlined below..
Please note that to be eligible for return,
items must be in their original purchase condition, including all product
documentation, and shipped back to us within 30 days.
Non-Refundable Items
l
Carving
may not be returned.
l
Special orders are final sale and are not
eligible for return or exchange.
l
Shipping fees are non-refundable.
l
Returns without a San Wai Gems Return Merchandise Authorisation will be
refused upon receipt. Returns with missing paperwork or product will not be processed.
How To Prepare A
Return Or Exchange
To return the goods, please follow the procedure below:
1. Initiate
your return. Please email
to sales@swgems.com. You will receive a Return Merchandise Authorization
Code (RMA) as well as detailed instructions for returning your order.
2. Arrange
shipping and insurance. You are responsible for any return shipping costs
and insurance fees.
3.
Package your item(s) securely in the
original packing materials. Clearly write your Return Merchandise Authorization
(RMA) number on the outside of the shipping box you are returning
After
Your Return Is Received
Returns are processed weekdays and
typically entered into our system within 48 business hours of receipt. Once entered
into our system you will receive a confirmation email alerting you that your
return has been passed along to us.
Please allow 5
to 15 business days for this process to complete.
When
we receive your return order package, we will refund you via PayPal.
PayPal will be credited back to your PayPal account within two weeks. Please
note that normal return processing times may double after a major holiday.
Cancel Or Change An
Order
If you would like to change or cancel an
order please email to
sales@swgems.com. We will attempt to accommodate order
changes to the extent possible prior to shipping confirmation. Some changes
will result in a shipping delay. We are unable to accommodate changes or
cancellations on special order requests and/or orders that have already
shipped. Re-routing packages to alternate addresses is not possible once in
transit. If you would like your package held for collection, please contact us.
If your order has already shipped and you no longer want it, please contact us
to set up a merchandise return once you have received the shipment.
