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Return policy


If for any reason you are not 100% satisfied with your purchase within 14 days of receipt, you may request to return any merchandise for a exchange or one store credit (minus shipping and handling charges).

BLACK FRIDAY, CYBER MONDAY, BOXING DAY; All items sold with 15% discount or more are final sale. *some exceptions may apply

Returned merchandise must be unused, unengraved or personalized, and in original condition. Credit is subject to merchandise review by our quality assurance specialists. Any merchandise damaged or altered by a jeweler other than Bijoux Medusa, cannot be returned.

A merchandise credit will be issued if the merchandise was received as a gift and is returned by the recipient. Items that have been personalized cannot be returned.

For any return, please make a support request by email or telephone to our customer service to explain the reasons for your request. Following your explanations, our customer service representatives determine and validate eligibility for refunds and exchanges. The return of packages without the prior approval of Customer Service may be refused, interrupted or delayed.

Any item that has received return approval, must be returned in its original (new) condition, unused and with the original tags attached. Requests to return items due to quality issues, damage during shipment, color, style or pattern or size error must be accompanied by photos or other evidence that clearly shows the problem with the item received. We reserve the right to charge shipping or handling fees on all items returned for reasons other than those stated in this policy.


To make a return, submit an online request by completing the return request here → Make a Return


Contact Customer Service by email at by completing → Return Form

Please apply online first. Do not return any product by yourselfwithout having obtained prior authorization.

Non-returnable items include:

  • Gift cards
  • special orders
  • Second Hand Jewelry
  • Items that have been personalized or altered
  • Jewelery of the Piercing category (Some models of earrings are excluded)
  • Any item that is not in its original condition
  • Any item damaged or with missing parts
  • Reasons not due to our error
  • Black gold jewelry
  • Jewelry & seasonal items (Rose 24-Karat)

All merchandise must be accompanied by the support ticket assigned to you by Customer Service, invoice, or proof of purchase (order number or order details). It must be returned in the original packaging (as much as possible), within a maximum of 14 days after the delivery date for an exchange or credit to be eligible.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and you will recieveautomaticallya store credit that will be issued on a Gift Card that you will automatically receive by email.

We reserve the right to charge handling and shipping fees on all returned items.

Orders by bank transfer are refundable only by gift card.


If you haven't received your refund yet, it may take some time for the team to process your refund. There is often a processing time before a refund is issued.

If after 3 days of receiving your return in store and you still have not received your refund, please contact us at or call us at 1 (418) 437-2345.


The recent changes in PayPal Service Terms of Use :

  • Effective October 11, 2019: Paypal will no longer refund the original transaction fee when you refund a customer.
  • This policy will not apply to duplicate, canceled or disputed transactions.
  • There is no charge to process a refund.

As we have no control over PayPal service fees, refunds via PayPal will be deducted 2.9% (Canada) or 3.1% (USA)


If you are not satisfied with the product you have purchased and need to exchange it, send us an email at  or call us at 1 (418) 437-2345. After speaking with a customer service representative, we will provide you with a return label and instructions on how to process the exchange.


If the item was marked as a gift when you purchased it and shipped it direct, you will receive a gift credit for the value of your return. Once the returned item is received, an electronic gift card will be emailed to you.

If the item was not marked as a gift when purchased or the giver received the order, we will send a credit to the giver and they will be notified of your return.


You will be responsible for paying your own shipping costs to return your item. Unless the return is due to an error on our part in the order, such as wrong length or color.

Shipping and handling charges are non-refundable. If you receive a refund, these fees will be deducted from your refund.

Depending on your place of residence, the delivery time may vary for the receipt of your product.

If you are shipping an item that is expensive, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

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