Refund policy

Last Updated: November 29, 2025

At GENEVRA, we pride ourselves on the quality and craftsmanship of our 925 silver and moissanite jewelry. We want you to be completely satisfied with your purchase. However, we understand that issues may arise. This comprehensive Refund and Return Policy outlines your rights and obligations regarding returns, refunds, and exchanges.

1. Return Eligibility and Timeframes

Our return policy is strictly enforced to maintain the quality and hygiene standards of our products. The policy differs based on the reason for the return:

A. Manufacturing Defects and Transit Damage We offer a comprehensive guarantee against manufacturing defects.

  • Timeframe: You must notify us within 14 days of the delivery date shown on your tracking information.

  • Eligibility: This covers loose stones, broken clasps, or structural damage present upon arrival.

  • Resolution: For verified defects, we will provide a free replacement or a full refund. GENEVRA will cover the return shipping costs for defective items.

B. Voluntary Returns (Change of Mind) If you are not entirely satisfied with your purchase for personal reasons (e.g., style preference, wrong size ordered), we accept returns under specific conditions.

  • Timeframe: You must request a return within 14 days of receipt.

  • Restocking Fee: A 30% restocking fee will be deducted from your total refund amount to cover handling, inspection, and repackaging costs.

  • Shipping Costs: The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.

  • Condition: Items must be in new, unworn, and resellable condition, with all original tags, GRA certificates, and packaging intact.

2. Non-Returnable Items

Please note that certain items are exempt from being returned. We cannot accept returns on:

  • Custom or Personalized Orders: Any jewelry that has been engraved or custom-made to your specifications.

  • Final Sale Items: Items marked as "Final Sale" or purchased during specific clearance events.

  • Gift Cards: Digital or physical gift cards are non-refundable.

  • Hygiene Exclusion: Earrings that have been worn (for health and safety reasons), unless they are defective.

3. The Return Process

To initiate a return, you must follow these steps to ensure your return is processed correctly:

  1. Contact Us: Email our support team at genevra@usa.com within the 14-day window. Include your Order Number, a description of the issue, and high-quality photos/videos if the item is damaged.

  2. Authorization: We will review your request. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the specific return address.

    • Warning: Do not send items back to the address on the package without an RMA. Our international warehouses cannot process unauthorized returns, and your refund may be forfeited.

  3. Packaging: Securely pack the item in its original packaging. Include all accessories, manuals, and GRA certificates.

  4. Shipping: Ship the item using a trackable shipping service. We strongly recommend purchasing shipping insurance for items over $75. GENEVRA is not responsible for lost or damaged return shipments.

4. Moissanite Authenticity and Testing

We stand by the authenticity of our materials. All Moissanite stones sold by GENEVRA are accompanied by GRA certificates and will pass standard diamond pen testers.

  • Disputes: If you believe a stone is not authentic, you must provide a certified report from a recognized, independent gemological laboratory within the 14-day return window. Claims without professional verification will not be accepted.

5. Refunds

Once your return is received and inspected by our quality control team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed. A credit will automatically be applied to your credit card or original method of payment within 7–10 business days.

  • Partial Refunds: For personal returns, the refund amount will be the purchase price minus the 30% restocking fee.

  • Rejection: If the item is found to be worn, damaged by the user, or missing certificates, the return will be rejected, and the item will be returned to you at your expense.

6. Exchanges

We only replace items if they are defective or damaged. We do not offer direct exchanges for size or color changes due to our inventory management systems. If you need a different size, you must return the original item (subject to the personal return policy) and place a separate order for the new item.

7. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification, under the Consumer Contracts Regulations. However, the item must still be in an unworn, resellable condition with all original paperwork.