PRO / DIY distinction
The Site is intended for professional customers, except for orders composed exclusively of products from the “DIY TOOTH GEM KITS” collection (DIY range), which may fall under the rules applicable to individual customers. Return/refund rules may therefore vary depending on the customer’s status and the nature of the products ordered.
Alignment with the Terms & Conditions
This Policy supplements and is aligned with the Site’s General Terms & Conditions of Sale (T&Cs). In the event of any inconsistency, the provisions of the T&Cs shall prevail, subject to any mandatory applicable rules.
Language – Prevailing version
This Returns & Refunds Policy is drafted in French. In the event of a translation, only the French version shall prevail in case of contradiction, translation error, or difference in interpretation.
Return window
Our return policy is valid for 14 days. If more than 14 days have passed since purchase, no exchange or refund can be granted.
To be eligible for a return, the item must be unused, in its original condition and in its original packaging (including accessories, instructions and any protective elements).
Any return request must be sent by email to contact@toothgemsworld.fr.
From the date of our reply (return authorization), the customer has 14 calendar days to send back the item(s). Any return sent without prior request or outside the timeframe may be refused.
For hygiene, safety, traceability and/or product-nature reasons, certain items cannot be returned or refunded. This applies in particular to products for which Tooth Gems World is no longer able, after shipment, to guarantee the chain of conservation and handling, even where the packaging appears intact. The following are notably concerned:
Retention, results and/or breakage of a jewelry piece after application depend in particular on the protocol, the surface and aftercare. Tooth Gems World cannot be held liable for retention or breakage after application.
No commercial warranty is provided on products. Professional equipment must be insured by the customer through their own insurer.
To complete a return, proof of purchase (order number / invoice) is required.
Do not send your purchase back to the manufacturer.
Once the return has been received and inspected, an email will confirm receipt and indicate whether the refund is approved or refused.
Shipping costs
Shipping costs actually incurred by Tooth Gems World for outbound shipping and, where applicable, return shipping, are non-refundable and will be deducted from the refund, including where these costs exceed the shipping fees charged to the customer.
Within the context of a business-to-business relationship, the customer acknowledges actively participating in the steps required with carriers, insurers and competent authorities in the event of a dispute related to the delivery or receipt of an order.
Shipment tracking – Customer diligence
After dispatch, a tracking link is provided to the customer (by email and/or via their account). The customer agrees to check the tracking regularly in order to review any information from the carrier (delivery attempt, parcel made available at a pickup point, request for additional information, etc.) and to act within the time limits indicated by the carrier (in particular when the parcel is made available at a pickup point).
This reminder applies without prejudice to any mandatory rules applicable to consumers when the order is composed exclusively of products from the DIY Range.
Maximum claim timeframe (order not received)
For any order not received, the customer has a maximum of 1 month from the shipping date / the indicated delivery timeframe to file a claim.
After this period, the request cannot be taken into account.
In case of an order not received, incomplete or defective, the customer must provide all requested documents to allow the file to be opened (claim / carrier investigation / compensation).
Incomplete order: reporting timeframe
In the event of an incomplete order, the claim must be reported no later than 48 hours after delivery.
Incomplete orders – available options
Only incomplete orders with a delivery address located in France may, at the customer’s choice, benefit from:
For all other orders, only the first two options above will be available.
Important — investigation / carrier decision
In case of loss or a transport-related dispute, any refund or reshipment will only take place after the carrier investigation has been opened and closed, and after review of the file by Tooth Gems World, based on the information provided by the carrier and the customer.
Any order held or not delivered due to refusal or non-payment of customs duties cannot be refunded.
All costs related to Tooth Gems World requests are borne by the customer. The customer must contact us to initiate any procedure.
Examples of documents to provide (registered letter to the registered office of J & K Entreprise, 60 rue François Ier, 75008 Paris):
If one of the necessary requests for the file cannot be fulfilled, no refund will be issued.
If the refund does not appear:
Only regular-priced items are refundable. Sale or promotional items are not.
We only replace items that are initially defective or damaged (after the file has been reviewed and approved).
If the item was marked as a gift at the time of purchase and shipped directly to the recipient, a gift credit equal to the value of the returned item (after receipt/approval) may be issued.
If the item was not marked as a gift, the refund will be issued to the original payer.
To return an authorized product, send it to the following address:
Supplyweb / Tooth Gems World
ZA Le Grand Champs, 14840 Démouville
Return shipping costs are borne by the customer. We recommend a tracked and insured shipment for valuable items. We do not guarantee receipt of a returned parcel without proof of drop-off/tracking.
Reshipment (replacement): one attempt only
Reshipment of a replacement item will be made only once to the address provided when the order was placed. If the reshipped item is not collected, the customer forfeits the right to a refund and/or a new reshipment.
Orders are processed in real time by our logistics team. Once validated, they are sent to preparation.
It is no longer possible to modify, cancel or add products to an order once it has been confirmed.
In case of delivery refusal by the customer, the parcel will be returned to the warehouse. A refund of the product amount (excluding shipping fees) may be issued once the return has been received and approved, subject to the exclusions above.
Tooth Gems World is an entity exclusively owned by J & K Entreprise.
J & K Entreprise is a limited liability company (SARL) with a share capital of €1,000, registered with the Paris Trade and Companies Register (RCS) under number 952 621 456.
