Refund policy

Made to order — what this means

When you place an order with Gǔ, a piece is made for you. Materials are sourced, craftsmen are engaged, and work begins on a piece that cannot be repurposed or resold.

Some Evergreen pieces are ready pieces — finished, and waiting for the right person. These are final once purchased too.

This is not a retail transaction. It is the beginning of a making process. Clients are asked to read and accept this before confirming any order.

Cancellations and refunds

Bespoke Blooms. Once a design is confirmed and the deposit paid, the commission is final. If a client withdraws before the Making stage is confirmed, 50% of the deposit is forfeited. If a client withdraws after the Making stage has been confirmed, the full deposit is forfeited. Any costs incurred beyond the deposit amount at that point remain payable.

Seasonal and Evergreen Blooms. Orders cannot be cancelled, returned or refunded once confirmed. This applies to ready pieces as well as pieces made to order, and to rings resized at the client's request. If anything is not right with your piece, message Gǔ on WhatsApp (+65 9694 9772) and it will be looked at personally. Where a piece arrives with a manufacturing defect, Gǔ will assess each case individually and offer either a remake or a refund at its discretion. General wear, damage occurring after delivery, or dissatisfaction with a configurable choice made by the client at the time of order do not constitute a manufacturing defect.

Manufacturing warranty. A six-month manufacturing warranty applies from the date of delivery. Structural defects and craftsmanship failures — a loose prong, a flaw in the metalwork, anything that arose from the making rather than from wear — are covered. General wear, impact damage, stone loss from force, and repairs carried out by a third party are not covered. Unauthorised third-party repair voids the warranty.

Returns. Gǔ does not offer returns, exchanges, or refunds, except where required by applicable law. For any concern about your piece, message Gǔ on WhatsApp (+65 9694 9772).