Returns and Exchanges Policy
Last Updated: February 11, 2026
Effective Date: February 11, 2026
At Unglaz, we stand behind the quality of our jewelry and aim to provide a fair, transparent, and efficient returns and exchanges process. This policy outlines eligibility requirements, timelines, and procedures for returns, exchanges, refunds, and cancellations.
This Returns and Exchanges Policy applies to all Products purchased directly through the Unglaz Website (www.unglaz.com) and should be read together with our Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail.
1. How to Initiate a Return or Exchange
1.1 Online Return Center
For the fastest and most efficient processing, returns and exchanges should be initiated through our online Return Center:
https://unglaz.returnscenter.com/
Follow the instructions provided to submit your return or exchange request.
1.2 Email Requests
Alternatively, you may contact us by email at:
returns@unglaz.com
Subject Line: Return Request – Order #[Your Order Number]
Please include your order number, Product name(s), and reason for return or exchange.
Submitting a request does not guarantee approval. All returns and exchanges are subject to review under this policy.
2. Return Eligibility
2.1 Standard Return Window
To be eligible for a return, all of the following conditions must be met:
The return request must be submitted within thirty (30) days of delivery. For customers located in the United States, delivery is defined as confirmed delivery by the carrier to the shipping address provided. For customers located in the European Union, delivery is defined as physical receipt of the Product by the customer or the customer's designated recipient. For all other international customers, delivery is defined as delivery confirmation by the carrier.
The Product must be in its original condition, allowing for reasonable inspection consistent with how the Product would be examined in a physical retail setting.
All original packaging, tags, certificates, and accompanying materials must be included.
The Product must not be designated as final sale or non-returnable at the time of purchase.
Unglaz reserves the right to refuse returns that do not meet these conditions, except where refusal is prohibited by applicable consumer protection laws.
2.2 EU Right of Withdrawal
For customers located in the European Union, you have the right to withdraw from your purchase within fourteen (14) days of receiving the Product without giving any reason, in accordance with Article 9 of EU Directive 2011/83/EU.
This 14-day withdrawal right is a statutory minimum and applies in addition to the 30-day return window described in Section 2.1.
To exercise your right of withdrawal, you must notify us at returns@unglaz.com or through the Return Center before the expiration of the 14-day period. You may use any clear, unambiguous statement to communicate your decision to withdraw.
When exercising the right of withdrawal, you are permitted to inspect the Product as you would in a physical store. Products returned in a condition beyond what is necessary for such inspection may be subject to a deduction in the refund amount to reflect any diminished value.
The right of withdrawal is subject to the exceptions listed in Section 3 of this Policy, in accordance with Article 16 of Directive 2011/83/EU.
2.3 Distinction Between Returns and Warranty Claims
This Returns and Exchanges Policy covers standard returns within the 30-day return window (or the 14-day EU withdrawal period).
If you discover a manufacturing defect or workmanship issue outside of the return window but within the 365-day Warranty period, your claim is governed by Section 7 of our Terms and Conditions (Warranty Policy). Warranty claims may be submitted at any time within 365 days of delivery by contacting support@unglaz.com.
If a defect is discovered within the return window, you may choose to process the item as either a standard return or a Warranty claim.
3. Non-Returnable and Non-Exchangeable Items
The following items are not eligible for return or exchange, except where required by applicable law:
Custom-made or personalized jewelry.
Earrings, for hygiene and health safety reasons, provided that this exclusion was clearly disclosed and acknowledged by the customer prior to completing the purchase. For customers located in the European Union, this exclusion applies only where the customer has expressly consented to the waiver of the right of withdrawal for sealed goods that have been unsealed after delivery and are not suitable for return due to hygiene or health protection reasons, in accordance with Article 16(e) of Directive 2011/83/EU.
Gift cards or store credit.
Products marked as final sale at the time of purchase.
Products damaged due to misuse, negligence, improper care, or unauthorized alterations.
Bundled Products, unless all items in the bundle are returned together in their original condition. Individual items from a bundle are not eligible for separate return or exchange.
4. Exchanges
4.1 Exchange Conditions
Exchanges are subject to Product availability and approval.
Exchanges may be processed for items of equal or lower value. If the replacement item is of higher value, the price difference must be paid before shipment. If the replacement item is of lower value, the difference will be refunded to the original payment method.
4.2 Exchange Processing Time
Once the returned Product is received and inspected, approved exchange orders are typically processed and shipped within seven (7) to ten (10) business days.
4.3 Exchange Unavailability
If a requested exchange item is unavailable, you will be notified and offered the choice of selecting an alternative Product, or receiving a refund in accordance with Section 6 of this Policy.
5. Return Shipping
5.1 Shipping Responsibility
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as receiving an incorrect or defective Product, in which case Unglaz will cover return shipping costs.
For customers exercising the EU right of withdrawal under Section 2.2, return shipping costs are the responsibility of the customer unless otherwise required by applicable law.
5.2 International Return Shipping
For international returns, the customer is responsible for all return shipping costs, including any customs duties, taxes, or fees that may apply to the return shipment. Unglaz is not responsible for charges imposed by customs authorities on return shipments.
5.3 Shipping Recommendations
Customers are strongly advised to use a trackable and insured shipping method for all returns. Given the value of jewelry Products, we recommend insuring the return shipment for the full purchase value.
Unglaz is not responsible for lost, delayed, or damaged return shipments that were not sent using a trackable and insured method.
5.4 Return Shipping Address
Return shipping instructions, including the designated return address, will be provided upon approval of your return request through the Return Center or by email.
Returns sent without prior authorization or to an incorrect address may be refused or delayed.
6. Refunds
6.1 Refund Review and Approval
All returned Products are inspected upon receipt. You will be notified by email regarding approval or rejection of your return.
6.2 Refund Method and Processing Time
If approved, refunds will be issued to the original payment method.
For customers located in the United States and other non-EU jurisdictions: refunds will be processed within approximately seven (7) to fourteen (14) business days of return approval, depending on the payment provider.
For customers located in the European Union: refunds will be processed within fourteen (14) calendar days from the date Unglaz receives the returned Product or the customer provides evidence of having sent the Product back, whichever is earlier, in accordance with applicable EU consumer protection law. Unglaz may withhold the refund until the returned Product has been received and inspected.
6.3 Non-Refundable Amounts
Original shipping fees are non-refundable, unless the return is due to our error or a defective Product, or unless otherwise required by applicable law.
Any customs duties, taxes, or import fees paid by the customer to local authorities are non-refundable by Unglaz, as these charges are imposed by and payable to government authorities.
6.4 Restocking or Handling Fees
Unglaz does not charge restocking fees on standard returns within the return window.
If a returned Product shows signs of use, wear, damage, or missing components beyond what is necessary for reasonable inspection, Unglaz reserves the right to deduct a proportionate amount from the refund to reflect the diminished value of the Product. You will be notified of any such deduction before the refund is processed.
6.5 Store Credit
In certain cases and with your prior agreement, refunds may be issued as store credit instead of a refund to the original payment method. Store credit will not be issued without your consent unless required by applicable law.
For customers located in the European Union, refunds for withdrawals under Section 2.2 will always be issued to the original payment method, not as store credit, unless you expressly request otherwise.
7. Defective or Incorrect Items
If you receive a Product that is defective or incorrect, you must notify us within forty-eight (48) hours of delivery by contacting:
returns@unglaz.com
Please include your order number, a clear description of the issue, and photographic documentation where applicable.
Upon verification, Unglaz will, at its discretion, provide a replacement, refund, or store credit at no additional cost to you, including return shipping costs.
If a defect is discovered after the 48-hour notification period but within the 365-day Warranty period, your claim will be handled under Section 7 of the Terms and Conditions (Warranty Policy).
8. Order Cancellations
8.1 Before Shipment
If your order has not yet shipped, you may request cancellation by contacting returns@unglaz.com as soon as possible. If the cancellation is confirmed before shipment, a full refund will be issued to the original payment method.
Cancellation is not guaranteed once processing has begun.
8.2 After Shipment
If an order has already shipped, it cannot be canceled and must follow the return process outlined in this Policy after delivery.
8.3 Pre-Order Cancellations
You may cancel a pre-order at any time prior to shipment by contacting support@unglaz.com or returns@unglaz.com. Upon cancellation, a full refund will be issued to the original payment method, in accordance with Section 3.11 of our Terms and Conditions.
9. Gift Returns and Exchanges
9.1 Gift Return Eligibility
Products received as gifts are eligible for return or exchange, provided the return meets the eligibility requirements set forth in Section 2 of this Policy and valid proof of purchase is supplied. Proof of purchase may be provided by either the gift recipient or the original purchaser.
9.2 Gift Refund Method
Refunds for gift returns will be issued as follows:
If the return is initiated by the original purchaser, the refund will be issued to the original payment method used for the purchase.
If the return is initiated by the gift recipient, the refund will be issued as store credit to the gift recipient, unless the original purchaser requests a refund to the original payment method.
9.3 Gift Exchanges
Gift recipients may request an exchange subject to the conditions set forth in Section 4 of this Policy. Price differences will be handled as described in Section 4.1.
10. Abuse and Chargebacks
Unglaz reserves the right to refuse returns, exchanges, or future service in cases of excessive, abusive, or fraudulent return behavior, including but not limited to returns of worn, used, or altered Products represented as being in original condition, patterns of excessive returns inconsistent with legitimate purchasing, and filing chargebacks without first contacting Unglaz to resolve the issue.
Customers are encouraged to contact us directly at support@unglaz.com or returns@unglaz.com to resolve any issues before initiating a chargeback with their payment provider.
Unauthorized or abusive chargebacks may result in account restrictions, denial of future purchases, or other remedies as set forth in our Terms and Conditions.
Nothing in this Section limits your rights under applicable consumer protection laws.
11. Legal Compliance
Nothing in this Policy limits or excludes any mandatory consumer rights provided under applicable laws. Where such laws apply, this Policy shall be interpreted in compliance with those legal requirements.
For customers located in the European Union, the rights set forth in Section 2.2 (EU Right of Withdrawal) are statutory rights that cannot be waived or reduced by contract.
For customers located in the United States, this Policy is subject to applicable state consumer protection laws.
12. Contact Information
For questions regarding returns or exchanges, please contact:
Return Center: https://unglaz.returnscenter.com/
Email: returns@unglaz.com
Subject Line: Return or Exchange Inquiry
For Warranty claims (defects discovered after the return window), please contact:
Email: support@unglaz.com
Subject Line: Warranty Claim – Order #[Your Order Number]
For general inquiries:
Email: support@unglaz.com