Returns & Refunds

At TuOro, we are committed to offering high-quality Gold and Sterling Silver 925 jewelry along with a reliable, transparent, and secure shopping experience.

1️⃣ Return Window

We accept return requests within 30 calendar days after delivery, based on the carrier’s delivery confirmation.

2️⃣ Prior Authorization

All returns require prior authorization.

Do not send any item without contacting us first and receiving official return instructions.

Unauthorized packages may be rejected or returned to the sender.

3️⃣ Conditions for an Approved Return

To be eligible for a return:

• The item must remain in its original condition
• The item must show no signs of wear or alteration
• The original packaging must be included
• Proof of purchase and order number must be provided
• All returns are subject to inspection upon receipt

If the item does not meet these conditions, the refund may be partially or fully denied.

4️⃣ Non-Eligible Items

For hygiene, safety, and customization reasons, certain items are not eligible for return:

• Earrings, unless received damaged or incorrect
• Personalized or custom-sized items
• Final sale products
• Items showing signs of wear or damage after delivery
• Incomplete or altered products

5️⃣ How to Request a Return

To begin a return request, you may contact us at:

soporte@joyeriatuoro.com

Please include:

• Your order number
• The reason for the return
• Photos of the product when applicable

We normally respond within 24 business hours.

6️⃣ Return Shipping Costs

Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrect.

Original shipping charges are non-refundable unless the return is due to an error made by TuOro.

7️⃣ Refunds

Once the returned item has been received and inspected, the refund will be processed within a maximum of 7 business days.

Refunds will be issued using the same payment method used for the original purchase.

Depending on the customer’s financial institution, refund processing times may vary.

8️⃣ Damaged or Incorrect Products

If you received a damaged, defective, or incorrect item, please contact us within the first 48 hours after delivery.

Our team will review the case and work to provide an appropriate solution.

9️⃣ International Returns

International customers are responsible for any duties, taxes, customs fees, or charges related to returning an order.

TuOro is not responsible for delays caused by customs processes or international shipping carriers.

🔟 Return Address

The official return address will be provided once the return request has been approved to ensure secure and proper handling of the process.

1️⃣1️⃣ Contact

If you have questions related to returns or refunds, you may contact us at:

soporte@joyeriatuoro.com

Thank you for trusting TuOro. We value your trust and work to always provide a professional and transparent experience.