Refund Policy

When refunds are issued

We inspect every return within 3 business days of receiving it. Once approved, we issue your refund to the original payment method and email you a confirmation.

Your bank or card provider may take a further 5–10 business days to show the credit on your statement. If you paid in another currency, the amount you receive can differ slightly because of exchange rates set by your bank.

What is refunded

• The full price you paid for the returned item, after any discounts applied to your order.
• Taxes collected by us on the returned item.
• Optional express or overnight shipping charges are refunded only if your piece arrived faulty or was not what you ordered.

Partial refunds

We will always contact you before applying any deduction. A partial refund may apply when:

• the diamond grading report is missing — we deduct the laboratory's fee to re-certify the stone;
• the piece shows wear or damage that needs restoration before it can be offered again.

Cancelling an order

You can cancel any order free of charge within 24 hours of placing it, or at any time before production begins, and we will refund you in full. Once a made-to-order piece is in production we will complete and deliver it — you then remain covered by our 30-day returns window.

Bespoke commissions

Your bespoke consultation, sketches and first CAD renders are complimentary. When you approve your final design we ask for a 30% deposit to begin production. The deposit is fully refundable until casting begins; after that, bespoke pieces are made exclusively for you and are non-refundable — but they are, of course, covered by our lifetime warranty.

Promotions & gift cards

If you return part of an order that qualified for a promotion, the refund reflects the price you actually paid for each item. Complimentary gifts that came with a purchase should be returned with it.

Gift cards are non-refundable. Purchases paid for with a gift card are refunded as a new gift card.

Questions about a refund

If your refund has not arrived within 10 business days of our confirmation email, please contact us at support@thevjewels.com with your order number and we will trace it for you.