Refund policy
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Refunds & Exchanges
We want you to love your Jewel Eternal piece. Because our jewelry is handcrafted, this policy balances customer peace of mind with the realities of custom fine jewelry production.
Ready-Made (Non-Custom) Jewelry
Return or exchange within 7 days of delivery.
- Item must be approved and then returned within a week in original, unworn condition — no scratches, marks, or signs of wear. Exchange will be mailed out upon receipt of return.
- All original packaging, certificates, and documentation must be included.
- Buyer is responsible for trackable return shipping unless the item arrived damaged or incorrect.
- Approved exchanges and returns are subject to a 10% restocking/inspection fee (covers cleaning, quality check, and repackaging).
Refunds are issued to the original payment method within 3–5 business days after inspection and approval.
Custom & Made-to-Order Jewelry
- Non-refundable and non-exchangeable once design approved and production begins.
- Each custom piece is guaranteed to match the approved design/specifications and meet our craftsmanship and quality standards.
Defects, Damage, or Order Issues
If your order arrives damaged, defective, or incorrect, we will repair or remake it at no cost. Please contact us within 7 days of delivery with your order number and clear photos at jeweleternal@gmail.com or via the Shopify chat window.
Additional Notes
- Jewelry showing signs of wear, scratches, resizing, or alteration by anyone other than Jewel Eternal cannot be accepted for return.
- We recommend trackable shipping for all returns/exchanges. Items lost in transit cannot be refunded.
- For any pre-authorized sizing exchange on a ready-made ring, a 10% restocking fee applies. (Custom rings are excluded from sizing exchanges as the size will be tailored to you at the start)
Questions? We’re here to help: jeweleternal@gmail.com