Refund policy

Refund & Return Policy

Last updated: October 27, 2026

We want you to love your MARQUIS piece. If you don't, you have 30 days to return or exchange it.

1. 30-day returns
You can return your order within 30 days of delivery for a full refund of the item price.
To be eligible, the item must be in its original condition, with the GRA certificate and the original packaging.

2. How to start a return
Email us at support-shop-22@onet.eu (or use the form on our Help Center page) with:
• your order number,
• the item you want to return,
• the reason (optional, but it helps us improve).
We will reply within 1–2 business days with the return address and instructions. Please do not send items back without contacting us first – returns sent without instructions may not be processed.

3. Return shipping
Return shipping costs are paid by the customer, unless the item arrived damaged, defective or different from what you ordered. In that case we cover the full cost.
We recommend using a tracked shipping service. We are not responsible for returns lost in transit.

4. Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may need a few extra days to show the refund.
Original shipping is free, so there are no shipping costs to deduct.

5. Exchanges (size or color)
Need a different length, stone size or color? Contact us within 30 days of delivery. Once we receive your original item, we will ship the new one to you free of charge. If the new item costs more, we will send you a payment link for the difference; if it costs less, we will refund the difference.

6. Damaged, defective or wrong items
If your order arrives damaged, defective or incorrect, email us within 7 days of delivery with your order number and a photo. We will send a replacement or issue a full refund – your choice.

7. 12-month warranty
Every MARQUIS piece is covered for 12 months from delivery against manufacturing defects (for example a faulty clasp or a loose stone). If this happens, contact us with photos and we will repair or replace the item. The warranty does not cover normal wear, loss, theft or damage caused by accidents or misuse.

8. Late or missing refunds
If you haven't received your refund after 10 business days, first check with your bank or card issuer, then contact us at support-shop-22@onet.eu.

9. Questions
support-shop-22@onet.eu – we reply within 1–2 business days.