Refund policy
Return Policy
Return window: All items may be returned within 30 days of the delivery date for a refund, subject to the conditions below.
Restocking Fees
| Item Type | Restocking Fee |
|---|---|
| In-stock items (unaltered, standard inventory) | 10% of purchase price |
| Custom/bespoke jewelry (custom designs, made-to-order, personalized engraving, resized outside standard range) | 20% of purchase price |
Eligibility Requirements
- In original, unworn condition.
- Accompanied by original packaging, certificates (e.g., GIA/AGS diamond grading reports), and appraisal documents.
- Free of alterations, engraving, or resizing performed after purchase (unless part of the original custom order).
- Returned with the original sales receipt or proof of purchase.
Non-Returnable Items
- Items worn, damaged, or altered by a party other than Heart & Stone.
- Special orders explicitly marked as final sale at time of purchase.
- Loose stones removed from their original setting.
Return Process
- Request authorization. Contact customer care within 30 days of delivery to request a Return Authorization (RA) number.
- Package your item. Securely package the item with all original documentation and the RA number clearly marked.
- Ship your return. Ship the item fully insured for its full purchase value to the processing facility. Return shipping is the customer's responsibility unless the return is due to a defect or fulfillment error.
- Receive your refund. Once received and inspected, refunds are processed within 7–10 business days to the original form of payment, less the applicable restocking fee.
Defective or Incorrect Items
If an item arrives damaged, defective, or isn't what was ordered, the 30-day window and restocking fee are waived. Contact us within 7 days of delivery to arrange a free return or replacement.
Exchanges
Exchanges follow the same 30-day window and eligibility rules. No restocking fee applies when exchanging for an item of equal or greater value; a fee applies to the value difference when exchanging for a lower-priced item.
Heart & Stone reserves the right to refuse returns that do not meet the above conditions. This policy does not affect any statutory rights you may have.
