Return and Exchange Policy

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Each masterpiece made by Twin Princess Gems was meticulously made, and quality tested by our skilled artisans before it leaves our workshop. This is the reason why we take pride in the quality of our products, as well as our in-store and online services.

It is our desire to ensure your satisfaction as our customer, and exemplify our confidence in the products we are creating, please see our friendly Return and Exchange Policy guidelines in the off chance that our products does not meet your expectations:   

  • You may opt to exchange a product you purchased or a product that was gifted to you within seven (7) calendar days after its purchase.
  • You may exchange your product for any item of equal or higher value – if the new item is of higher value, the price difference will be paid by the customer.
  • All item exchanges require you to have the original receipt, packaging, and jewelry piece.
  • All item/s to be exchanged must go through quality review to determine that it is still a store-quality item – please note that we will be unable to allow the exchange of the product such as, but not limited to, the following reasons:
    • The jewelry shows any sign/s of wear/use
    • There is a damage in any aspect of the jewelry
    • A stone’s setting was tampered with
    • The stone was replaced
    • The jewelry piece was engraved, sized, or altered, be it by Twin Princess Gems or any other jeweler
    • It is determined that the piece was brought to a different jeweler 
  • Customized or bespoke pieces may not be exchanged or returned unless it is a legitimate manufacturing mistake. Please note that all customized or bespoke jewelry pieces require a design sign-off before it is created. 
  • Given the quality assurance we have, as well as the fact that we walk all our customers through the various aspects of the jewelry they should look at, Twin Princess Gems does not accommodate returns unless it is determined as a legitimate factory defect in the off chance that there was an error during the manufacturing process. In such cases, the aforementioned terms of our exchange policy applies. 
  • With our delivery/courier service being insured, you have the assurance that you will receive your item. In the off chance that you receive an incorrect item from what you ordered – such as it being the wrong size, design, stone, or metal color, – the correct item will be sent within 5 to 7 business days upon confirmation of incorrect order within Metro Manila, and 10 to 14 business days outside Metro Manila. Please note that the customer is expected to return the wrong item to move forward with the replacement process. 
  • All product exchanges must be done in-store in any of our branches for the verification of the original receipt and packaging, as well as to allow us to do a quality review of the actual jewelry piece. Please Leave Us A Message if you have any clarifications or if you want to schedule an appointment. 

Should you have any questions or clarifications regarding our Returns and Exchange Policy, please don’t hesitate to Leave Us A Message.