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ORAGEM STUDIO - MADE-TO-ORDER RETURN AND REFUND POLICY
Last updated: July 25, 2026

OraGem Studio is an original handcrafted natural gemstone jewelry brand designed by a team of designers operated by NANYANG INTERNATIONAL HOLDINGS LIMITED. We create natural gemstone jewelry to order in small batches. Unless a product page expressly says otherwise, our jewelry is not ready-to-ship inventory.

PROCESSING TIME

The processing time for each item is stated on its product page and is separate from shipping transit time, customs clearance, and carrier delays. Depending on the design and production method, preparation before dispatch is normally 3-5, 3-7, or 12-14 business days.

FINAL SALE: MADE-TO-ORDER AND CUSTOMIZED JEWELRY

After production has started, made-to-order and customized jewelry is final sale and is not eligible for cancellation, return, exchange, or refund for change-of-mind reasons. This includes jewelry made for a selected gemstone, specified size, engraving, buyer-selected material or design detail, custom S925 sterling-silver mounts, casting or mold work, gemstone setting, resizing, special-order, and limited-availability gemstone pieces.

Once production begins, materials, labor, setting work, and production capacity are committed specifically to the order. The piece cannot ordinarily be returned to ready-to-ship inventory or resold as a standard item.

CANCELLATIONS AND ORDER CHANGES

Cancellation or order-change requests must be submitted within 1 hour of purchase and before production has started. Once production has started, the order is final sale and cannot be cancelled, changed, returned, exchanged, or refunded for change-of-mind reasons.

NATURAL GEMSTONE CHARACTERISTICS

Natural gemstones vary in color, tone, clarity, inclusions, texture, cut appearance, and pattern. Product photographs represent the design and material quality; they do not guarantee that every natural stone will be visually identical. Natural variation is not a defect.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURN

We do not accept change-of-mind returns, exchanges, or refunds for a buyer's preference, gift-recipient preference, an incorrect size or option selected by the buyer, or a buyer's decision that an item is no longer wanted. Jewelry that has been worn, used, resized, altered, scratched, damaged, exposed to water, cosmetics, or chemicals, or affected by normal wear is not eligible for a change-of-mind return.

TRANSIT DAMAGE, INCORRECT ITEM, OR VERIFIED DEFECT

Please inspect your parcel immediately on delivery. We will review a claim where an item arrived damaged in transit, does not match the order confirmation because of a verified seller error, or has a verified craftsmanship or production defect present on delivery.

To request a review, email nanyang1979g@gmail.com within 48 hours of delivery with the order number and clear photographs or video of the item, outer packaging, inner packaging, shipping label, and reported issue. Do not send an item back without written authorization.

For a verified claim, OraGem Studio may arrange a repair, replacement, or refund if a replacement is not reasonably available. A carrier or insurer claim will be handled separately and does not delay an approved customer remedy.

UNAUTHORIZED RETURNS

Items sent back without written authorization, items that have been worn or altered, and items returned without their original condition and packaging may be refused. OraGem Studio is not responsible for parcels sent back without written authorization.

AUTHORIZED RETURN ADDRESS

Only where we expressly authorize a return for a verified claim, return instructions will be provided. The authorized-claim return address is:

Yawei Innovation and Development Co., Ltd.
4th Floor, Building A, No. 7 Juguangyuan North Road
Nanjiao Sub-district, Lucheng District
Wenzhou City, Zhejiang Province, China

MANDATORY RIGHTS

Nothing in this policy excludes rights that cannot be excluded under applicable law, including rights relating to defective or non-conforming goods, or an applicable marketplace's binding buyer-protection process.

CONTACT

For order-support questions, contact nanyang1979g@gmail.com.