Refund policy

GLOBAL EXCHANGES, RETURNS AND REFUNDS POLICY

MY LUXURY GEMS

At MY LUXURY GEMS, each piece represents our dedication to quality, exclusivity, and excellence.

We understand that a luxury experience should continue even when a product needs to be returned or exchanged. Therefore, we have established this Global Exchanges, Returns and Refunds Policy to provide a transparent, secure process that is consistent with our brand's standards of service.

This policy applies to purchases made through our online store, always respecting the mandatory consumer rights established by the laws of the country where the consumer is located.

1. RIGHT TO RETURN

Customers may request the return of a product within the period established by the laws applicable in their country or, when offered by MY LUXURY GEMS, within the commercial return period communicated at the time of purchase.

For a commercial return to be accepted, unless local law establishes different conditions, the product must:

  • Be free from signs of use;

  • Not have stains, odors, alterations, or damage;

  • Retain its original tags;

  • Retain security seals, when applicable;

  • Include any accessories originally provided;

  • Be returned in suitable condition for resale;

  • Include the original packaging whenever possible.

Return requirements do not limit any rights that are mandatorily guaranteed to consumers under applicable law.

2. REQUEST PERIOD

A return request must be submitted within the period communicated by MY LUXURY GEMS at the time of purchase or within the mandatory legal period applicable in the consumer's country.

To initiate a request, the customer must contact our customer service and provide:

  • Order number;

  • Buyer's name;

  • Product to be returned;

  • Reason for the return;

  • Photographs of the product, when requested;

  • Any other information necessary to review the request.

After receiving the request, our team will provide the appropriate instructions for the return procedure.

3. HIGH-END PRODUCTS

Due to the nature of our products and the quality standards of MY LUXURY GEMS, all returned items may undergo a quality inspection.

The inspection may verify:

  • Condition of the item;

  • Tags;

  • Seals;

  • Stitching;

  • Finishing;

  • Stains;

  • Odors;

  • Signs of use;

  • Damage;

  • Alterations;

  • Integrity of packaging and accessories.

This inspection is intended to preserve the brand's quality and authenticity standards.

4. DEFECTIVE OR NON-CONFORMING PRODUCT

If the customer receives a product that is:

  • Defective due to a manufacturing issue;

  • Damaged during transportation;

  • Different from the product purchased;

  • Missing an item;

  • Or otherwise inconsistent with the order,

the customer should contact MY LUXURY GEMS as soon as the issue is identified.

Whenever possible, we may request photographs or videos showing the condition of the product to facilitate the review.

When a problem attributable to MY LUXURY GEMS is confirmed, appropriate measures will be taken in accordance with applicable law, which may include:

  • Product replacement;

  • Repair, when applicable;

  • Reshipment;

  • Refund;

  • Another solution provided for by applicable law.

5. EXCHANGES

Exchanges may be offered subject to product availability and applicable law.

When permitted, an exchange may be made for:

  • Another size;

  • Another color;

  • Another model;

  • A product of equivalent value;

  • A higher-value product, upon payment of the difference, when applicable.

If the desired product is unavailable, another solution consistent with applicable law may be offered.

6. RETURNS DUE TO CHANGE OF MIND OR CANCELLATION

When the consumer's country grants a legal right to withdraw, cancel, or return a distance purchase, MY LUXURY GEMS will comply with the applicable legal period and conditions.

When no mandatory legal right applies, or when the brand voluntarily offers an additional commercial return policy, the specific conditions will be those communicated at the time of purchase.

7. CUSTOMIZED PRODUCTS

Products specifically made, adjusted, or personalized for the customer may be subject to special return or exchange conditions.

Where applicable law permits the exclusion of return rights for customized products, this condition may apply.

However, customized products that present defects, manufacturing errors, or non-conformity remain subject to the consumer rights provided by applicable law.

8. PRODUCTS THAT CANNOT BE RETURNED

Where permitted by applicable law, restrictions may apply to the return of products that:

  • Have been personalized;

  • Have been altered at the customer's request;

  • Show signs of use;

  • Have been damaged by the customer;

  • Have been washed or subjected to inappropriate procedures;

  • Have had tags or security seals removed;

  • Have been modified after receipt.

These restrictions do not apply when the consumer's country's laws establish a right to return regardless of these conditions.

9. INTERNATIONAL RETURNS

For international orders, the return process may involve international transportation, customs procedures, documentation, and applicable fees.

Before sending a product back, the customer must wait for official instructions from MY LUXURY GEMS.

We do not recommend sending products to our address without prior authorization.

This helps prevent lost shipments, customs issues, and delays in processing the return.

10. RETURN COSTS

Responsibility for return costs will depend on the reason for the return and applicable law.

When the product has a defect, was incorrectly shipped, or does not conform to the order due to an issue attributable to MY LUXURY GEMS:

The company will assume or reimburse return costs when required by applicable law or according to the commercial conditions presented to the customer.

When the return is due to personal preference, size, color, or change of mind:

Return shipping costs may be the customer's responsibility when permitted by applicable law and when this condition was disclosed in advance.

Nothing in this policy is intended to remove any legally guaranteed consumer right.

11. TAXES AND INTERNATIONAL RETURNS

International returns may involve procedures related to:

  • Customs;

  • Taxes;

  • Import duties;

  • VAT;

  • GST;

  • IVA;

  • ICMS;

  • Administrative fees;

  • Transportation fees;

  • Export and re-import documentation.

Responsibility for these amounts will be determined according to the reason for the return, the transportation method used, and applicable law.

MY LUXURY GEMS does not guarantee the automatic recovery of taxes charged by authorities in the destination country, as such procedures depend on the rules of the respective jurisdiction.

12. REFUNDS

After the returned product has been received and approved, the refund will be processed according to the payment method used for the purchase and applicable law.

The time required for the funds to become available to the customer may depend on:

  • Financial institution;

  • Card issuer;

  • Bank;

  • Payment platform;

  • Payment method used;

  • Country of origin or destination.

MY LUXURY GEMS does not control the internal processing times of third-party financial institutions.

13. PARTIAL REFUNDS

Where permitted by applicable law, the refund amount may be adjusted if the returned product has decreased in value due to handling beyond what is necessary to establish its nature, characteristics, and functionality.

This condition does not affect the consumer's legal rights.

14. PRODUCT NOT RECEIVED

If a customer reports that an order was not received, MY LUXURY GEMS may initiate an investigation with the carrier or postal operator.

When the loss is confirmed, appropriate measures will be taken in accordance with:

  • Transportation service conditions;

  • Insurance coverage, when applicable;

  • The laws of the consumer's country;

  • Laws applicable to the transaction.

15. RETURNS AFTER THE DEADLINE

Requests submitted after the applicable commercial or legal deadline may be refused, except when:

  • Local law establishes a different period;

  • The product has a defect covered by a legal warranty;

  • Another legal obligation applies;

  • MY LUXURY GEMS decides to offer an exceptional solution.

16. CONSUMER RIGHTS IN DIFFERENT COUNTRIES

MY LUXURY GEMS operates in an international environment and recognizes that consumer rights vary by jurisdiction.

Therefore:

This policy does not exclude, limit, or replace any mandatory consumer right granted under applicable law.

When local law establishes a more favorable period, right of withdrawal, warranty, return, exchange, or refund for the consumer, the legal requirements applicable to the respective sale will be observed.

17. EUROPEAN UNION AND OTHER JURISDICTIONS WITH SPECIFIC RIGHTS

Customers located in jurisdictions with specific rules regarding e-commerce, distance sales, withdrawal rights, legal warranties, or consumer protection will be subject to the mandatory regulations applicable to their purchase.

MY LUXURY GEMS will comply with these provisions to the extent they apply to the transaction.

18. CUSTOMER RESPONSIBILITIES

The customer must:

  • Provide accurate information;

  • Follow the return instructions;

  • Properly package the product;

  • Use the specified shipping method;

  • Keep the proof of shipment;

  • Provide additional information when requested.

MY LUXURY GEMS recommends that high-value products be returned using a tracked and insured shipping service whenever available.

19. RETURN PROCESSING PERIOD

After receiving the product, our team will conduct the necessary inspection.

Processing will take place within a reasonable period and will comply with any maximum periods established by applicable law.

The customer will be notified when the return is approved and the refund has been initiated.

20. SPECIAL CONDITIONS FOR LUXURY ITEMS

Some pieces may have special characteristics regarding care, finishing, materials, or presentation.

To preserve the quality of the product, we recommend that customers:

  • Try on the item in a clean environment;

  • Avoid contact with perfumes, cosmetics, and substances that may cause stains;

  • Do not remove tags or security seals before deciding to keep the product;

  • Do not wash or alter the item before confirming that they wish to keep it;

  • Preserve the packaging and accessories.

21. AUTHENTICITY AND INTEGRITY

All products sold by MY LUXURY GEMS are shipped in accordance with our internal quality control and authenticity standards.

Returned products may undergo verification procedures before a refund or exchange is approved.

22. FINAL CONDITIONS

MY LUXURY GEMS reserves the right to update this policy to reflect changes in international legislation, operations, and logistics.

The version applicable to an order will be the version in effect on the date of purchase, without prejudice to mandatory rights established subsequently or otherwise applicable to the consumer.

In the event of a conflict between this policy and a mandatory consumer protection law, the applicable mandatory law shall prevail.

OUR COMMITMENT

Purchasing a high-end piece should be an experience defined by trust, security, and excellence.

At MY LUXURY GEMS, we strive to provide an experience worthy of every detail of our products — from the selection of the piece to our after-sales service.

MY LUXURY GEMS

Luxury without borders.

Last updated: September 2026.