I purchased a 700€ "worth" gold necklace for a present. It arrived in a mediocre packaging which was my first disappointment. Really no aspirational packaging, no detail nor excitement about the same. In the checkout there was no option to ask for gifting packaging so no choice to level up.My next step was to open the box to check the piece. What I first noticed is that it did not come with any certification, another red flag... Being a 18k Gold Vermeil you expect a certificate as it is normal in real jewelry stores. Then, I tried to open the necklace and it did not, it came defective. A 700€ necklace came defective. It seems they do not check the pieces before they ship them. I contacted the brand the very same day after receiving the piece to ask for a video of how the necklace opened. As I purchased the piece for a present, I read in advance with a lot of detail their strict return policy. Because they are hiper strict and because I have common sense, I did not apply any kind of force. I made 3 very delicate soft attempts with my fingertips and I recorded myself doing so. Common sense tells me that if it is not easily open it means something is off so I contacted the brand again asking for a replacement. Their fine or "demi-fine" jewelry as they say leaves much to be desired. They responded to me politely affirming that in fact there was something wrong about the necklace and apologized. At that point I wanted a replacement even though I was very disappointed, as I knew the person the gift is for really really wants it. So, I sent back the piece perfectly in the original package as it came and to my surprise they got back to me saying that I deformed the piece and that their policy does not allow returns. They made the outrageous claim that the necklace's form was heavily modified with force by ME!!!!! The politeness turned into blaming. So now it's my word against theirs. It is unbelievable that they try to blame me for their mistake. It is completely impossible I deformed in any way the necklace; in any way. I will not accept a partial refund nor a substitution of the necklace. Reading the rest of the Google reviews it is clear that one cannot trust this brand no matter what celebrities use their jewelry. For sure they send celebrities pieces that are not defective. Incredibly shocked, sad and angry about this experience. Not only are they calling me a liar by saying I caused the defect but they are manipulating and using their return policy to turn the tables.Learnings:- Do not purchase from IG brands- Never purchase jewelry Online EVER - Always pay with Paypal to avoid fraudNow I am trying to get my refund in the best hope that I will. Very sad and frustrating experience. I am very afraid about the resolution of the conflict as the amount is really high for me, I cannot afford losing the money. I genuinely and truly did nothing. I will put all customer complaints as possible to defend my case.
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