Returns, Warranty & Jewelry Care

Contact us within 30 calendar days of delivery to request a return or exchange.

For a change-of-mind return, jewelry must be unworn and in its original condition (trying a piece on to check size and fit is acceptable). Include the original box, accessories, certificates or grading reports, and any promotional gifts required by the offer terms. Items must have no customer-caused damage or alterations. For hygiene reasons, please do not insert earrings through pierced ears if you think you might return them.

Selecting a standard ring size, bracelet length, or other listed standard option does not by itself make an item custom or non-returnable. Personalized and bespoke items are subject to the restrictions in Section 3, with an exception for eligible engraved solid gold rings.

Sets, bundles & promotional gifts

• Individually purchased items may be returned separately if eligible; refunds use the amount actually paid for those items.
• A set sold as one product should be returned complete. Contact us if you wish to return only part of a set; partial returns require approval.
• For discounted bundles and buy-more-get-more offers, refunds follow the discount allocation and partial-return terms disclosed at purchase. We will explain the calculation before you return anything.
• If a return means your order no longer qualifies for a promotional gift, return the gift where required by the original offer terms. Any deduction for keeping it must have been disclosed at purchase; we do not apply an undisclosed full-retail-price deduction.

These conditions apply to change-of-mind returns and do not prevent service for an individual defective or incorrectly supplied component.

How to return

1. Contact us: Email service@gona.com or use Live Chat with your order number, the item, and whether you prefer an exchange or refund.
2. Receive approval: We will confirm eligibility and provide the correct return address and instructions. Approved U.S. returns are sent to our U.S. return location.
3. Mail your return: Within the United States, use USPS with tracking. Pack securely, include your order number, and send us the tracking number. Keep your shipping receipt until processing is complete.
4. Receive your resolution: After receiving and inspecting your return, we will arrange the approved exchange or refund.

Please dispatch your approved return within 14 calendar days of receiving instructions, or contact us if you need more time. Return shipping is arranged by the customer; we do not provide prepaid return labels. Please use only the return address we provide for your current return.

Return shipping costs: Customers pay return postage for change-of-mind returns or exchanges, including choosing the wrong size, style, or compatible model. For confirmed defects, incorrect items, or an incorrect compatibility statement on our product page, GONA covers reasonable, pre-approved standard shipping costs. Contact us before shipping so we can confirm the method and reimbursement arrangements.

For international returns, contact us for shipping and customs instructions. The specific shipping arrangements for engraving services and warranty claims are set out below.

If you have already sent an item without approval, or your return is delayed or appears lost, contact us with the tracking details so we can assist.

Approved refunds are issued to the original payment method within 7 business days after receipt and inspection. Your payment provider may need additional time to post the credit.

Refunds reflect the amount actually paid, including discounts. Original expedited shipping is not refundable for change-of-mind returns; we do not deduct the original standard delivery cost from an otherwise eligible refund. The US$49 engraving fee applies to eligible engraved-ring returns as explained below.

If a certificate or required accessory is missing, we will contact you so you can return it. Any proposed replacement charge will be explained before processing. Promotional gift and bundle adjustments follow the terms disclosed at purchase. Taxes collected by GONA are refunded as required by law; duties paid directly to customs or a carrier may need to be reclaimed from them.

For exchanges, we will confirm availability and any price difference before dispatch. If the replacement is unavailable, we will discuss an alternative or refund.

An exchange does not restart the original 30-day return period. You may request a return of an eligible exchange item within the remaining original period. A defective or incorrectly supplied replacement remains eligible for applicable after-sales support, even after that return period ends.

For approved exchanges to U.S. addresses, GONA covers standard USPS shipping of the replacement. If you choose DHL Express, you pay only the additional cost above standard USPS shipping, confirmed before dispatch. International shipping arrangements are confirmed separately.

General rule

Personalized or bespoke jewelry is not eligible for change-of-mind returns or exchanges, except for eligible solid gold rings with simple inner-band engraving described below. Restrictions must be disclosed before purchase.

This includes engraved or photo-personalized charms and pendants, exterior or decorative engraving, individually commissioned designs, structural modifications, and special specifications outside the standard product options.

If you cancel before personalized or bespoke production begins, we will refund the amount paid. Once production begins, we may no longer be able to cancel your order; if cancellation is still possible, any cancellation charge will be explained and agreed with you before it applies.

Exception: simple inner-band engraving on solid gold rings

Standard solid gold rings with simple inner-band engraving may be returned or exchanged within our 30-day policy if all other return conditions are met and the engraving can be safely removed without compromising the ring’s structure or appearance. Contact us to confirm eligibility before sending the ring.

A US$49 engraving service fee applies per ring, per service request:

• Return for refund

  Removal of the original engraving; deducted from your refund

• Change the engraving on your ring

  Removal of the original inscription and one new simple inner-band inscription

• Exchange your ring

  Removal of the original engraving and, if requested, one simple inner-band inscription on the replacement; any ring price difference is separate

Removal and re-engraving within the same approved request are not charged twice.

You pay to ship the ring back to GONA. After an engraving change or exchange, GONA covers standard USPS shipping to U.S. addresses. For DHL Express, you pay only the shipping upgrade difference, confirmed in advance. International shipping arrangements are confirmed separately.

Engraving changes may also be requested after 30 days, subject to assessment. They do not extend or restart return eligibility.

This exception does not apply to bespoke designs, structural modifications, exterior or decorative engraving, or personalized jewelry in materials other than solid gold. Gold-plated rings are not solid gold.

If GONA makes an error

Personalized and bespoke jewelry remains covered by its applicable manufacturing warranty. If we engrave incorrectly, supply an item materially different from the agreed specifications, or confirm a covered manufacturing defect, we will arrange an appropriate remedy without charging for the corrective engraving service or a customization fee. GONA covers reasonable, pre-approved standard shipping for these cases.

Lifetime Limited Manufacturing Warranty

Solid 14K gold jewelry containing natural or lab-grown diamonds is covered against defects in materials and workmanship for as long as the original purchaser or original gift recipient owns it. This includes solid 14K gold designs combining diamonds with colored gemstones.

365-Day Limited Manufacturing Warranty

All other jewelry is covered against defects in materials and workmanship for 365 calendar days from delivery, unless a different warranty was stated at purchase. This includes silver, tarnish-resistant silver, plated jewelry, and solid gold jewelry without diamonds, as well as charms, colored gemstones, moissanite, crystals, cubic zirconia, pearls, and enamel designs that do not qualify for lifetime coverage.

How coverage applies

• Coverage starts on original delivery and requires proof of the original order. It is available to the original purchaser or original gift recipient and does not transfer through later resale or onward gifting.
• Eligibility is based on each piece’s actual materials. Please note that 14K gold plating is not solid 14K gold, and a grading report is not insurance for damage or loss.
• Each separate piece in a set has its own coverage. A qualifying pendant does not extend lifetime coverage to a separate non-qualifying chain.
• A claim reported within the applicable period remains eligible for assessment even if inspection or repair occurs later.
• Covered defects may include faulty assembly, defective solder joints or settings, or defects in the original application of enamel or finishes. The cause must be assessed; a break or loose stone is not automatically a manufacturing defect.

What is not covered

Except where applicable law requires otherwise, these voluntary warranties exclude:

• Normal wear, scratches, dullness, worn prongs or links, and ordinary plating wear or tarnishing.
• Damage from impact, bending, pulling, overloading, chemicals, unsuitable cleaning, or improper handling, including resulting chain breaks or enamel chips.
• Lost or stolen jewelry, missing charms or components, and lost, chipped, cracked, or broken stones.
• Changes in fit or preference; routine cleaning, polishing, replating, or restoration of worn parts.
• Damage caused by third-party work, or additional damage from continued wear after a problem is noticed.

Third-party service does not automatically cancel unrelated warranty coverage. Natural gemstone variations consistent with the product description are not defects; this does not exclude remedies for an item materially different from what was described.

How to claim & what we will do

Contact us by email or Live Chat with your order details, a description of the issue, and photos or video where possible. Please stop wearing jewelry with a loose stone, damaged clasp, or weakened component. Physical inspection may be required; we will provide shipping instructions if needed.

For a confirmed covered defect, we will repair the affected item without charging for covered parts or labor. If repair is not reasonably possible, we will offer a comparable replacement, discussing material differences first. If a suitable replacement cannot be provided, we will refund the amount paid for the affected item, or its allocated value in a bundle. In that situation, the refund goes to your original payment method; store credit will only be offered if you prefer it.

GONA covers reasonable, pre-approved standard shipping costs for confirmed warranty claims. Contact us before shipping to agree on the method and any reimbursement. No paid repair, assessment charge, or extra service will proceed without prior disclosure and your approval.

Repair or replacement does not shorten the remaining warranty; the original period continues unless law provides additional coverage. You may request a written assessment and further review if you disagree with our findings.

Eligible solid 14K gold diamond rings include one complimentary resizing requested within one year of delivery. Availability and size range depend on the design; some eternity or intricate rings cannot be resized.

This covers approved resizing work. Shipping costs are the customer’s responsibility and are explained in advance. If we supplied the wrong ordered size, we will correct it and cover approved standard shipping without using your complimentary resizing allowance.

Other resizing, length adjustments, engraving restoration associated with resizing, and maintenance are assessed and quoted separately unless expressly included at purchase. The US$49 engraving service is separate from resizing and does not include a size change.

You can contact us for care guidance and available paid repairs after warranty coverage ends. We will confirm feasibility, cost, and estimated timing before approval.

Everyday care

Store pieces separately; remove them before swimming, cleaning, sports, or heavy lifting. Avoid chemicals and follow the care instructions for every material in the piece. Colored gemstones, pearls, enamel, and plated finishes may need special care. Do not use ultrasonic, steam, or abrasive cleaners unless suitable for all materials.

Check settings and closures regularly. Professional inspection is recommended for frequently worn jewelry, but annual inspection is not a condition of warranty coverage.

Charms & compatibility

Check the stated hole size, dimensions, and compatible bracelet or chain models before purchase. Compatibility can vary by design; do not assume every charm fits every bracelet. Contact us if you are unsure.

If you choose an incompatible model, eligible unworn items may be returned or exchanged under the standard policy, with return postage paid by you. If our product page expressly states compatibility but the item does not fit that model, we will help arrange an appropriate correction and cover reasonable, pre-approved standard shipping costs.

Do not force charms onto chains or overload bracelets. Check clasps, connecting rings, clips, and safety chains regularly. Safety chains offer added support but do not guarantee against loss. If you suspect a faulty connection, stop wearing the item and contact us for assessment.

For plated and enamel charms, manufacturing defects in the original finish, enamel application, solder joints, or assembly are assessed under the applicable warranty. Gradual plating wear, ordinary tarnishing, and damage from impact or pulling are not manufacturing defects. Proper care helps extend the life of the finish but does not guarantee that plating will never wear.

For a damaged, incorrect, or missing delivery, contact us promptly with your order details and any available photos or tracking information. We recommend reporting visible issues within 7 days to help us investigate; this does not shorten your warranty or other legal rights.

Our team can review individual circumstances and help explore an appropriate solution. An exception applies only to that case and does not change this policy for other purchases.

Policy updates do not reduce commitments provided at the time of purchase. These limited warranties give you specific legal rights, and you may have other rights that vary by state. Nothing here limits non-waivable consumer rights, including applicable implied warranties or mandatory local rights outside the United States.