Returns & Refund Policy
At ECGLOSTY, we want every customer to feel confident when choosing their perfect piece of jewelry.
We understand that purchasing an engagement ring, wedding band, or lab-grown diamond jewelry online is an important decision. That is why we offer a simple and transparent return process, allowing you to shop with confidence.
If your purchase does not meet your expectations, you may request a return within 30 days of delivery under the conditions outlined below.
30-Day Free Return Policy
ECGLOSTY offers a 30-day return period for eligible jewelry purchases.
You may return your item within 30 calendar days after receiving your order if:
- The jewelry has not been worn
- The jewelry is in original condition
- The product is not damaged, altered, or modified
- All original packaging, certificates, and documentation are included
Once your return is approved and inspected, we will process your refund according to our refund policy.
Eligibility Requirements for Returns
To qualify for a return, all items must meet the following requirements:
✓ Returned within 30 days of delivery
✓ Unworn and in original condition
✓ Free from scratches, damage, or signs of use
✓ Includes original jewelry box, packaging, certificates, and accessories
✓ Includes diamond grading report if provided
For hygiene, quality control, and security reasons, returned jewelry must pass our inspection process before a refund is issued.
Items That Cannot Be Returned
Certain products are not eligible for return due to their personalized nature.
Non-returnable items include:
Custom Jewelry
Jewelry created specifically according to customer requirements, including:
- Custom ring designs
- Personalized jewelry modifications
- Special gemstone selections
- Custom manufacturing requests
are not eligible for return unless there is a manufacturing defect.
Engraved Jewelry
Items with personalized engraving cannot be returned unless the product arrives defective or incorrect.
Resized or Modified Jewelry
Jewelry that has been:
- Resized
- Altered
- Repaired by a third party
- Modified after delivery
cannot be accepted for return.
Final Sale Items
Products marked as final sale are not eligible for return or refund.
How to Return Your Jewelry
Returning your ECGLOSTY jewelry is simple.
Step 1: Contact Our Customer Service Team
Before sending your item back, please contact us at:
Email: help@ecglosty.com
Please provide:
- Order number
- Customer name
- Reason for return
- Photos of the jewelry (if applicable)
Our team will review your request and provide return instructions.
Step 2: Receive Return Authorization
After your return request is approved, we will provide:
- Return instructions
- Shipping information
- Required documentation
Please do not send your jewelry back before receiving return authorization.
Unauthorized returns may result in processing delays.
Step 3: Ship Your Return
Customers must ensure returned jewelry is securely packaged to prevent damage during transportation.
For eligible returns, ECGLOSTY will provide return shipping instructions.
All returned packages must include tracking information.
Step 4: Inspection & Refund Processing
Once we receive your returned item, our quality team will inspect the jewelry to confirm it meets return requirements.
The inspection process typically takes:
1-2 business days
After approval, your refund will be processed.
Refund Policy
Once your return has been approved, ECGLOSTY will issue a refund to the original payment method.
Refund processing details:
- Product purchase price will be refunded
- Original shipping fees (if applicable) are non-refundable
- Additional customization fees may not be refundable
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
Typical refund timeline:
1-2 business days
Damaged, Defective, or Incorrect Items
We carefully inspect every piece of jewelry before shipment.
However, if your order arrives with:
- Manufacturing defects
- Incorrect item received
- Damaged jewelry
- Missing components
please contact ECGLOSTY within:
1-2 days after delivery
Please provide:
- Order number
- Description of the issue
- Photos or videos showing the problem
Our team will review your request and provide an appropriate solution, including repair, replacement, or refund when applicable.
Exchange Policy
Currently, ECGLOSTY does not offer direct exchanges.
If you would like a different product, size, or design, please:
- Return your original item following our return process
- Receive your refund after inspection
- Place a new order for your preferred jewelry piece
For ring size concerns, please contact our customer support team before returning your item.
Ring Size Returns
We understand choosing the correct ring size online can be challenging.
If your ring size is incorrect:
- Contact our customer service team within 30 days
- Do not resize the ring independently
- Keep the ring in original condition
Our team will provide guidance based on your specific situation.
For a better fit, we recommend reviewing our:
before placing your order.
Diamond Return Policy
For lab-grown diamonds and diamond jewelry, all returned diamonds must include:
- Original diamond certificate (if provided)
- Original documentation
- Original packaging
The diamond must remain in the same condition as received.
Any diamond that has been modified, damaged, or altered after purchase may not qualify for a refund.
Refunds for Promotional Orders
For orders purchased during promotional campaigns:
- Refunds will be calculated based on the actual amount paid
- Promotional gifts must be returned together with the original order if required
- Discounted items remain subject to our standard return conditions
Frequently Asked Questions
How long do I have to return my jewelry?
ECGLOSTY accepts eligible returns within 30 days after delivery.
Does ECGLOSTY offer free returns?
Yes. Eligible returns may qualify for complimentary return shipping according to our return guidelines.
Can I return a lab-grown diamond engagement ring?
Yes. Eligible lab-grown diamond engagement rings may be returned within 30 days as long as they remain unworn, unaltered, and in original condition.
Can I return a personalized engagement ring?
Custom-made or personalized jewelry generally cannot be returned because it is specially created according to individual customer requirements.
How long does a jewelry refund take?
After your returned jewelry passes inspection, refunds are typically processed within 1-2 business days. Your payment provider may require additional time to complete the transaction.
What if my ring does not fit?
If your ring size is incorrect, please contact our customer service team before making any modifications. We will help you determine the best solution.
Can I cancel my order after purchase?
Order cancellation requests must be submitted within:
24 hours after purchase
Once production or customization has started, cancellation may no longer be possible.
Our Commitment to You
At ECGLOSTY, we believe buying fine jewelry online should be a confident and enjoyable experience.
Our return policy is designed to provide transparency, flexibility, and peace of mind while protecting the quality and craftsmanship behind every piece we create.
Whether you are choosing a lab-grown diamond engagement ring, wedding band, or timeless fine jewelry piece, our goal is to make your experience simple, secure, and memorable.
Contact Us
If you have questions about returns, refunds, or your order, please contact our customer support team.
Email: help@ecglosty.com
Business Hours: Monday - Friday: 8:30 AM - 6:00 PM (UTC+8)