Refund policy

At Gembonbon, we want you to be completely happy with your handmade gemstone bracelets. If anything does not meet your expectations, you will find all the important, legally compliant information regarding returns and complaints below.

Statutory Right of Withdrawal

You have the right to withdraw from your order and return the goods within 14 days of receipt without giving any reason. This applies to all shipments within Germany as well as to our designated EU partner countries (countries selectable at checkout).

• Condition of the Goods: To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with all tags attached, and in its original packaging. You will also need the receipt or other proof of purchase (e.g., your order confirmation).

• Return Shipping Costs: If your return is accepted, you will need to purchase a shipping label yourself and send the items back to us. In accordance with legal regulations, the direct costs of return shipping due to personal preference (change of mind) are borne by the buyer.

• Important: Items sent back to us without first requesting a return cannot be accepted.

Damages, Errors, and Issues

Please inspect your order immediately upon receipt. If we accidentally sent you the wrong model, if the crystal size is incorrect, or if the bracelet was damaged during transit, please contact us immediately at gembonbon@liwus.de so that we can promptly evaluate and resolve the issue.

💡 Important Note on Natural Crystals (Exclusion of Defects):

Since our crystals are 100% natural products, each bracelet is absolutely unique. Natural inclusions, fine internal cracks, cloudiness/fog effects, or minor surface irregularities are characteristic features of genuine gemstones and expressly do not constitute product flaws or quality defects. Slight natural variations in color and structure compared to the product image are also possible and do not entitle the customer to a free complaint or replacement.

• Cost Assumption for Our Mistakes: If there is an actual product defect or an incorrect delivery, we will, of course, cover the costs for the return shipping as well as the replacement delivery. In this case, we will provide you with a prepaid return shipping label. Please always contact us first before shipping anything back!

Exceptions / Non-Returnable Items

The following items are strictly excluded from the right of return:

• Custom orders or personalized items made explicitly according to your individual wishes (e.g., custom-tailored bracelets outside our standard sizes).

• Gift cards.

How to Make a Return

1. Registration: Contact us via email at gembonbon@liwus.de, stating your order number.

2. Secure Packaging: Pack the bracelet securely in its original packaging. We strongly recommend shipping the return via registered mail or as a tracked package, as we cannot issue a refund for returns lost in transit without proof of postage.

3. Return Address: Liwus GmbH Mannheimerstr. 13 30880 Laatzen Germany

Exchanges

The fastest way to ensure you get what you want (e.g., a different bead size) is to return the item you have. Once the return is accepted and processed, you can simply make a separate purchase for the new desired bracelet through our online shop.

Refunds

We will notify you once we have received and inspected your return. If approved, you will automatically be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please feel free to contact us at gembonbon@liwus.de.

To keep our prices fair and protect the environment by avoiding unnecessary transit routes, we thank you from the bottom of our hearts for your understanding and support of our small, handmade label! 🤍