1. Refund Eligibility

1.1 General Eligibility Requirements

• Timeframe: Refund requests must be initiated within 60 days of delivery (for online orders) or in-store pickup (for in-store purchases). Requests submitted after this period will not be approved.
• Product Condition: Items must be unused, undamaged, and in their original condition. This includes retaining all original packaging (e.g., padded jewelry boxes, gift bags), tags, and care cards. Evidence of wear, accidental damage, or improper care (e.g., scratches on solid gold surfaces, tarnishing from exposure to harsh chemicals) will disqualify the item from a refund.
• Purchase Verification: You must provide a valid order number (found in your order confirmation email) or in-store purchase receipt to verify the transaction. For gifts, the original purchaser may initiate the refund on your behalf with the required verification details.

1.2 Product-Specific Eligibility

• Solid Gold Jewelry: Eligible only if there is no evidence of wear, resizing (unless resizing was performed by gorjana and caused a manufacturing defect), or tarnishing. Minor natural variations in gold finishes (consistent with product descriptions) do not qualify as defects.
• Earrings: For hygiene reasons, earrings must be returned in unopened, sealed packaging. Opened or worn earrings will not be accepted for a refund, except in cases of manufacturing defects reported within 48 hours of delivery or pickup.
• Customized Items: Engraved layering necklaces, personalized charms, or made-to-order pieces are only eligible for a refund if the customization contains an error caused by gorjana (e.g., misspelled names, incorrect engraving designs). Refunds will not be granted for changes of mind or customer-approved customization details.
• Layering Sets: Complete layering sets must be returned in full to qualify for a refund. Partial returns of individual pieces from a set will not be accepted unless the individual piece is defective.

2. Refund Request Process

2.1 Online Purchase Refunds

1. Submit a Refund Request: Email our customer service team at service@gorjanasale.com with the following information (incomplete requests may cause delays): Your 8-digit order number;
2. Full name and details of the item(s) (e.g., "Solid Gold Layering Necklace, 16-inch");
3. Detailed reason for the refund (e.g., "wrong ring size," "defective clasp");
4. Clear photos or videos of the item and packaging (required for defect claims);
5. Your preferred refund method (refund to original payment method is default).
6. Receive Return Authorization (RA): Our team will review your request within 1–2 business days. If approved, you will receive an RA number and return instructions via email. A pre-paid shipping label will be provided if the refund is due to our error (e.g., incorrect item shipped, manufacturing defect). For customer-initiated refunds (e.g., change of mind), you are responsible for return shipping costs.
7. Return the Item: Package the item securely (use the original jewelry box and add padding for delicate pieces) and clearly mark the RA number on the package. Ship the item to: gorjana Jewelry Refund Department 1813 Pike Street Marietta Ohio 45750 United States. We recommend using a trackable shipping service, as we are not liable for lost or damaged return shipments.
8. Item Inspection & Refund Approval: We will inspect the returned item within 3–5 business days of receipt. You will be notified via email once the inspection is complete—either confirming refund approval or explaining the reason for denial (e.g., signs of wear on the solid gold surface).

2.2 In-Store Purchase Refunds

1. Visit the Store: Bring the item(s) to our physical store at 1813 Pike Street, Marietta Ohio 45750, United States, along with your original purchase receipt and a valid photo ID.
2. Store Associate Review: A store associate will inspect the item to verify eligibility (e.g., unused condition, original packaging). For defect claims, the associate may document the issue with photos.
3. Refund Processing: Approved in-store refunds are processed immediately. The refund will be issued to your original payment method, except for cash purchases (which will be refunded in cash).

3. Refund Processing Details

• Processing Timeline: Approved refunds are processed within 5–10 business days of successful inspection (for online returns) or immediately (for in-store returns). The time it takes for the refund to appear in your account depends on your payment provider: Credit/debit cards: 3–7 business days;
• Digital payment platforms: 1–3 business days;
• Cash (in-store only): Immediate.

4. Non-Refundable Items & Exceptions

• Items returned without a valid RA number (online purchases);
• Used, damaged, or altered jewelry (e.g., self-resized rings, tarnished solid gold from improper care);
• Earrings with opened or damaged packaging (hygiene exception);
• Customized items with customer-approved designs or engravings;
• Gift cards or store credit (non-refundable and non-transferable);
• Items purchased from third-party retailers (refunds must be requested directly from the retailer).

5. Refund Disputes

6. Contact Us

• Email: service@gorjanasale.com (Include "Refund Inquiry" and your order number in the subject line for faster assistance; response time: 1–2 business days).
• Physical Store: gorjana Jewelry, 1813 Pike Street, Marietta Ohio 45750, United States (In-store associates can assist with in-person refunds and policy clarifications during business hours).
• Website: gorjanasale.com (Visit the "Help Center" for refund FAQs and to access our online refund request form).