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Return policy

PREVIEW

If for any reason you are not 100% satisfied with your purchase within 14 days of receipt, you can make a request to return any merchandise for an exchange or store credit (less the cost of 'shipping and handling).

BLACK FRIDAY, CYBER MONDAY, BOXING DAY; All items sold with 15% or more discounts are final sales. * some exceptions may apply

Returned merchandise must have been unused, not engraved or personalized, and in original condition. Credit is subject to merchandise review by our quality assurance specialists. Any merchandise damaged or altered by a jeweler other than Bijoux Medusa cannot be returned.

A merchandise credit will be issued if the merchandise was received as a gift and is returned by the recipient. Items that have been personalized cannot be returned.

For any return, please request assistance by email or phone from our customer service department to explain the reasons for your request. Following your explanations, our customer service representatives determine and validate eligibility for refunds and exchanges. The return of packages without the prior approval of Customer Service could be refused, interrupted or delayed.

Any item that has received return approval, must be returned in its original (new) condition, unused and with the original tags attached. Requests to return items due to quality issues, damage during shipping, color, style or model, or size error must be accompanied by photos or other evidence clearly showing the problem with the item. received. We reserve the right to charge shipping or handling charges on any items returned for reasons other than those stated in this policy.


RETURNS

To make a return, submit a request online by completing the return form here → Make a Return

Or

Contact Customer Service by email at or call customer service at 1 (418) 437-2345.

Please apply online first. Do not return any product by yourself without first obtaining authorization.

Non-returnable items include:

  • Gift cards
  • Special orders
  • Second Hand Jewelry
  • Items that have been personalized or altered
  • Piercing category jewelry (Some earrings models are excluded)
  • Any item that is not in its original condition
  • Any item damaged or with missing parts
  • Reasons not due to our error
  • Black Gold jewelry

All merchandise must be accompanied by the support ticket assigned to you by Customer Service, the invoice or proof of purchase (order number or order details). It must be returned in the original packaging (as much as possible), within a maximum of 14 days after the delivery date for an exchange or credit to be eligible.


REFUNDS (IF APPLICABLE)

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and you will automatically receive a store credit which will be issued on a Gift Card that you will automatically receive by email.

We reserve the right to charge handling and shipping charges on all returned items.

Orders by bank transfer are only refundable by gift card.


LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven't received your refund yet, it may take some time for your refund to be processed by the team. There is often a processing delay before a refund is issued.

If after 3 days of receiving your return in store and you still have not received your refund, please contact us at sales@bijouxmedusa.com or call us at 1 (418) 437-2345.


PAYPAL REFUNDS (IF APPLICABLE)

Recent changes to the PayPal Service Terms of Service :

  • As of October 11, 2019: Paypal will no longer refund the initial transaction fees when you refund a customer.
  • This policy will not apply to duplicate, canceled or disputed transactions.
  • There is no charge to process a refund.

As we have no control over the charges for the PayPal service, refunds via PayPal will be deducted 2.9% (Canada) or 3.1% (USA)


TRADES

If you are not satisfied with the product you purchased and need to exchange it, email us at or call us at 1 (418) 437-2345. After speaking with a customer service representative, we will provide you with a return label and instructions on how to process the exchange.


GIFTS

If the item was marked as a gift when you purchased it and shipped it directly, you will receive a gift credit for the value of your return. Once the returned item is received, an electronic gift card will be emailed to you.

If the item was not marked as a gift upon purchase or if the donor received the order, we will send a credit to the donor and they will be notified of your return.


DELIVERY

You will be responsible for paying your own shipping costs to return your item. Unless the return is due to an error on our part in the order, such as wrong length or color.

Shipping and handling charges are non-refundable. If you receive a refund, this charge will be deducted from your refund.

Depending on where you live, delivery time may vary for receipt of your product.

If you are shipping an item that is expensive, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.


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