If, for any reason, you are not completely satisfied with your order, you may return it within the first 15 days of shipment for a full refund or exchange - we even pay for the return shipping.

Free return shipping applies to customers worldwide and are limited to three per customer. Please note: there will be a $50 re-polishing fee if an engraved item is returned. To return an item, simply follow the Return Procedures listed below:

Contact our Customer Service department at 1-437 484 7936, (whatsapp API Link)

Advise the representative that you wish to return your order. Within one business day of your phone call, we will email you a prepaid, fully insured mailing label and instructions on how to safely and securely package your items.

Take your order and the label to the nearest chosen carrier location and simply mail it back to us! If you need packaging materials, the chosen carrier can assist you.

Your order should arrive in our office in 3-4 business days (excludes weekends and holidays).

All refunds will be processed within two weeks and done in the form of the original purchase method. Bank wires will be refunded via company check.

Improperly packaged items:

Items sent to our office without a RAN number, packages shipped beyond the 15-day return period, and packages that are improperly packaged or uninsured will be refused receipt.

 Damaged and used items:

Returned merchandise must be undamaged and in "new and unused condition." Items showing obvious signs of wear or alteration by a jeweler other than Gendoras Box will not be accepted.

 Loose diamonds:

Loose diamonds must be accompanied by the original laboratory grading report or a $200 charge will be assessed to replace the certificate.

Eternity bands and tension rings:

Eternity bands and tension rings cannot be resized and must be completely remanufactured.

If you need to resize an eternity or tension ring outside the initial 15-day window, you will need to return your ring entirely. We will send the ring to the factory, who will inform us of the remanufacturing fee. In most cases, we are able to offer some credit toward the remanufacturing fee. The amount is not guaranteed and can vary, depending on the ring.

Special orders:

Special orders cannot be returned. A ring plus center diamond that we mount together - such as the Design Your Own rings - is not considered a special order.

In this Returns Policy, the expressions "we", "us" and "our" are a reference to Gendoras Box

You may return your items to us for the following reasons:

● if the item is faulty, in accordance with your rights under the canadianConsumer Law. Depending on the fault we may either repair the item, replace it, or provide a refund

 

How to return your items

Items must be returned with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets).

Items purchased instore

You can return your items to us by visiting us instore (within the country you purchased the item).

Items purchased online

Items purchased online may be returned by visiting us instore (within the country the item was delivered to) – simply bring a printed copy of your online tax invoice / order fulfilment email with you.

You can also lodge a return via post. Please contact our Customer Care team on +1 4374847936 or support@gendorasbox.com to initiate a return. You'll need to provide your order number, contact details and reason for return.

If you return your items via shipping or post:

● all shipping return charges must be pre-paid. We do not accept C.O.D (cash on delivery) deliveries

● you are responsible for any loss or damage to the item until it is delivered to us, and we highly recommend returned items are insured during delivery (such as Canada Post 'Extra Cover') to safeguard against loss you must include a copy of your shipping confirmation email or order confirmation email in the package and ship the return package to: Gendoras Box #601, 55 Queen Street East, Toronto Ontario, Canada M5C 1R6.

● we will not refund or reimburse any costs incurred by you to return the items to us, including any shipping or insurance charges, unless the item is faulty.

How we assess and process returns

All returns are subject to inspection and assessment by our Store team or Quality Assurance team. If our Store team is not able to carry out a proper assessment, your item may be sent to our Head Office for proper assessment by our Quality Assurance team. Returns and refunds will be made only subject to any applicable Consumer Law and Gendoras Box General Terms and Conditions of Purchase.

Any refund, repair or replacement (if and as applicable) will be made to you within a reasonable amount of time.

We refund you the same way that you initially paid for your purchase except refunds of cash payments may be made by cheque, direct credit or to a debit card in the name of the purchaser. Refunds will only be made to the debit/credit card or finance account used for the original purchase, so please be aware of this if you intend to return an item given to you as a gift.

Change of Mind Policy

Our Change of Mind Policy does not apply to:

● earrings

● resized rings (whether resized as part of the purchase or after purchase)

● engraved items

● special, custom or made to order items.

If for any reason you change your mind about any eligible purchase, we will gladly refund the purchase price, provided:

● you return the item to us instore within 15 days of purchase (or within 15 days of delivery in the case of online orders)

● the item is in As New Condition and accompanied by:

● proof of purchase

● original packaging

● all paperwork (such as diamond certificates or watch instruction booklets).

'As New Condition' means that the item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Gendoras Box.

Our Change of Mind Policy is in addition to, and in no way limits, your legal entitlement and existing rights under Canadian Consumer Law.

Should you wish to contact us with any queries in relation to our Change of Mind policy, we can be contacted at:

Gendoras Box #601, 55 Queen Street East, Toronto Ontario, Canada M5C 1R6. Phone +1 4374847936 or support@gendorasbox.com