Cancellation Policy

Welcome to Italgem Jewellers! We understand that circumstances can change, and you may need to cancel your order. This Cancellation Policy outlines the procedures and guidelines for canceling orders placed on italgemjewellers.com. Please read this policy carefully to ensure a smooth and efficient cancellation process.

1. Introduction

At Italgem Jewellers, a brand under Stephen Center Inc., we strive to provide you with high-quality hoodies and embroidered shirts along with exceptional customer service. This Cancellation Policy is designed to inform you of your rights and our procedures regarding order cancellations. By placing an order with us, you agree to the terms outlined in this policy.

2. Eligibility for Order Cancellation

You may cancel your order under the following conditions:

  • Before Shipment: Orders can be canceled within 24 hours of placement, provided they have not yet been processed for shipping.
  • During Processing: If you wish to cancel your order after it has been placed but before it has been shipped, you must contact us immediately. Given our processing time of 2-4 business days, prompt communication is essential.
  • Non-Cancelable Orders: Once an order has been shipped, it cannot be canceled. However, you may initiate a return or exchange in accordance with our Refund and Returns Policy.

3. How to Cancel an Order

To request the cancellation of your order, please follow these steps:

  1. Contact Us Promptly:

  2. Provide Necessary Information:

    • Order Number: Locate your order number in your order confirmation email.
    • Customer Details: Include your full name, email address, and phone number.
    • Reason for Cancellation: While optional, providing a reason helps us improve our services.

  3. Receive Confirmation:

    • Upon receiving your cancellation request, our customer service team will review your request and confirm the cancellation via email or phone within 24 hours.

4. Cancellation Requests After Shipment

If your order has already been shipped, cancellation is no longer possible. However, you have the option to:

  • Return the Item: Follow our Refund and Returns Policy to return the shipped items for a refund or exchange.
  • Refuse Delivery: Contact the shipping carrier (FedEx, UPS, or USPS) to refuse the package upon delivery. The item will be returned to us, and we will process your refund once the item is received and inspected.

5. Refund Process After Cancellation

Once your cancellation request is approved, the refund process will proceed as follows:

  • Refund Timeline: Refunds will be processed within 2-5 business days after the cancellation is confirmed.
  • Method of Refund: Refunds will be issued to your original method of payment.
  • Confirmation: You will receive a refund confirmation email once the refund has been initiated.

Note: Shipping fees are non-refundable unless the cancellation is due to an error on our part (e.g., shipping the wrong item or a defective product).

6. Timeframes for Cancellations

  • Cancellation Window: You must request a cancellation within 24 hours of placing your order.
  • Processing Time: Our team processes cancellation requests within 2-4 business days during our operating hours (Monday to Friday, 9:00 AM – 5:00 PM EST).

7. Exceptions

Certain products and situations may not be eligible for cancellation:

  • Customized or Personalized Items: Orders for customized or personalized hoodies and embroidered shirts cannot be canceled once production has begun.
  • Final Sale Items: Items marked as “Final Sale” are not eligible for cancellation or return.
  • Special Promotions: Orders placed during special promotions or sales may have different cancellation terms, which will be specified at the time of purchase.

8. Contact Information

For any questions or assistance regarding order cancellations, please contact our dedicated customer service team:

Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM EST, to assist you with any inquiries or concerns.

9. Additional Considerations

  • Order Modifications: If you need to modify your order instead of canceling it (e.g., change in size or color), please contact us as soon as possible. Modifications are subject to availability and may incur additional charges.
  • Partial Cancellations: If you wish to cancel only part of your order, please specify the items you wish to cancel when contacting us. Partial cancellations are subject to approval based on the order’s processing status.
  • Confirmation of Cancellation: Always ensure you receive a confirmation of your cancellation request to avoid any misunderstandings.

Thank you for choosing Italgem Jewellers! We value your trust and are committed to ensuring your satisfaction with every purchase. Should you have any further questions or require assistance, please do not hesitate to reach out to our customer service team.

Last Updated: January 4, 2025