Who are we?
Return & Exchange Policy
RJ Gems & Jewels (“we” and “us”) is the operator of rjgemsandjewel.com (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. Made-To-Order Pieces
Every piece is made to order for you. Once we have started making your piece, the order can no longer be cancelled or returned because of a change of mind.
2. Cancellations
You can cancel your order within 24 hours of placing it. After 24 hours, or once production has started, the order can no longer be cancelled.
3. Warranty Returns
We will happily honor any valid warranty claim, provided the claim is submitted within 7 days of receiving your items.
Customers will be required to pre-pay the return shipping; we will reimburse it upon a successful warranty claim. Once we receive the returned items, you can expect us to process your warranty claim within 7 days.
Once the warranty claim is confirmed, you can choose:
- A refund to your original payment method
- A refund in store credit
- A replacement item sent to you
4. Damaged Items
Please check the box and the product as soon as your parcel arrives. If the product is damaged, contact us with photos of the box and the product, then send it back: we will repair it or make a new one and send it to you again. Return shipping for damaged items is paid by the customer.
5. Exchanges
Because every piece is custom made, exchanges (for example a different size) are reviewed case by case. Please contact us before sending anything back.
6. How To Start A Return
Email us at info@rjgemsandjewels.com or call +1 (762) 366-4914 with your order number and photos of the item. We will reply with the return address and the next steps.
