You can return or exchange most JBR Jeweler items within 30 days of delivery, wherever you live. This policy applies to every order shipped worldwide. If the consumer law of your country gives you more, your local law wins (see Section 10).
Standard Returns
You may return any eligible item within 30 days of the date you receive it, for a refund or an exchange. No reason is needed.
To be eligible, the item must:
- be returned within 30 days of delivery;
- be unworn, undamaged and in its original condition, with no scratches or signs of wear;
- not have been resized, engraved or altered by anyone other than JBR Jeweler;
- come back with its original box, jewelry tag and any certificate (e.g. IGI or GIA grading report);
- have a Return Authorization (RMA) number from us before you ship it.
Parcels sent without an RMA number may be delayed or returned to you. Please do not send your return to the address printed on your delivery package. That is not our returns address, and we give you the correct one with your RMA.
An item that fails these conditions will be sent back to you, and we will explain why. Sections 2 and 3 cover items with different terms.
Items With Different Terms
The following items cannot be returned for change of mind. Each is clearly labelled "Final Sale — non-returnable" on its product page before you order:
- custom-made, made-to-order and personalized jewelry, including custom sizes, custom metals and custom stones;
- engraved jewelry, or jewelry personalized with names, initials or photos;
- items marked Final Sale or Clearance.
This exclusion never applies if your item arrives damaged, defective, or is not what you ordered. Section 3 covers every product we sell, without exception.
Exchanging a custom or personalized item. Custom pieces are made individually for you and cannot be resold. If we agree to exchange one as a goodwill gesture, a restocking and production fee of 35% of the item price is deducted. This fee applies only to custom and personalized items, is stated on the product page before you order, and never applies to a damaged, defective or incorrect item. It does not apply to customers in the EU, UK or Australia (Section 10).
Damaged, Defective or Incorrect Items
If your order arrives damaged or defective, or you receive the wrong item, contact us within 30 days of delivery. Telling us within 48 hours helps us file a carrier claim faster, but it is not a condition of your remedy.
Please send us:
- your order number;
- clear photographs of the item;
- photographs of the packaging as it arrived.
Once we confirm the problem, we will, at your choice, replace the item or refund you in full, including your original shipping charge. We pay for return shipping and send you a prepaid, trackable label. No restocking fee is ever charged, and the exclusions in Section 2 do not apply.
A defect that appears after 30 days is handled under our product warranty and under the consumer law of your country (Section 10). Any replacement or exchanged item gets its own fresh 30-day window from the date you receive it.
Refunds
Approved refunds are issued within 5 business days of inspection, to your original payment method.
- We inspect returns within 3 business days of the parcel arriving at our returns facility.
- We email you the outcome on the day the inspection is completed.
- Approved refunds are issued within 5 business days of that inspection.
- Refunds go to your original payment method automatically. No separate authorization is needed. Store credit is available instead if you ask for it.
- Your bank or card issuer may take a further 5 to 10 business days to post the funds. That period is outside our control.
If you paid with an installment or buy-now-pay-later provider (such as Klarna, Afterpay or Affirm), we refund that provider directly, and they cancel or adjust your remaining installments under their own terms.
Shipping charges. Your original shipping charge is refunded in full whenever the return is our fault: a wrong, damaged or defective item, or any other error on our part. For a change-of-mind return, the original shipping charge is not refunded, except where Section 10 gives you a legal right to it.
Customs duties and taxes. For international orders, import duties and taxes paid to your local customs authority are refunded only where your country's customs rules allow us to reclaim them, or where the return is our fault.
Who Pays for Return Shipping
We pay whenever the return is our fault; you pay for change-of-mind returns and exchanges.
|
Reason for the return |
Who pays |
|---|---|
|
Wrong item sent |
JBR Jeweler — prepaid label provided |
|
Item arrived damaged or defective |
JBR Jeweler — prepaid label provided |
|
Any other error by JBR Jeweler |
JBR Jeweler — prepaid label provided |
|
Change of mind, wrong size ordered, no longer wanted |
Customer |
|
Exchange for a different size, metal or style |
Customer |
We never deduct a return shipping fee from your refund. Where you pay for return shipping, you choose the carrier and pay them directly. You must use a tracked service.
Because jewelry is valuable, we strongly recommend insuring the parcel for its full value. We cannot refund a return that never reaches us, so please keep your tracking number and insurance receipt.
Exchanges
We accept exchanges within 30 days of delivery on any item eligible under Section 1, subject to availability.
- If the new item costs more, we invoice you for the difference before shipping it.
- If the new item costs less, we refund the difference to your original payment method.
- If the item you want is unavailable, we refund you in full instead. We will not hold your money as store credit without your agreement.
- No restocking fee applies to exchanges of standard, non-custom items.
An item you received as an exchange can itself be returned within 30 days of receiving it, on the same terms.
Cancelling an Order
You can cancel any stock item free of charge at any time before it ships.
|
When you cancel |
What happens |
|---|---|
|
Stock item, any time before dispatch |
Full refund, no fee |
|
Custom, personalized, engraved or made-to-order item, before production begins |
Full refund, no fee |
|
Custom, personalized, engraved or made-to-order item, after production has begun |
Refund less the production costs we have actually incurred, capped at 35% of the item price |
|
After the parcel has been dispatched |
The order cannot be cancelled. Please use the 30-day return process in Section 1 instead. |
We never charge a cancellation fee on a stock item that has not yet shipped. To cancel, email info@jbrjeweler.com with your order number. Your cancellation takes effect when we acknowledge it, and we refund within 5 business days.
Promotional Gifts
If your order included a free gift and you return the qualifying item, please return the gift too. If you keep it, we deduct the gift's advertised promotional value, as stated on the promotion, from your refund. We never deduct more than that stated value.
How to Start a Return
- Email info@jbrjeweler.com within 30 days of delivery, quoting your order number and the reason for the return.
- We reply within 1 business day with your Return Authorization (RMA) number and the return address.
- Pack the item with its box, tags and certificate, and write the RMA number clearly on the outside of the parcel.
- Ship it using a tracked, insured service. Where the return is our fault, use the prepaid label we send you.
- We inspect within 3 business days of arrival and refund within 5 business days of inspection.
International customers: mark the parcel as a "Returned goods" shipment on the customs form so that duties are not charged again.
Your Legal Rights by Country
Nothing in this policy limits your rights under the consumer law of your own country. Those rights apply in addition to this policy and override anything above that conflicts with them.
United States
Your rights under federal and state consumer protection and implied warranty law are unaffected. This policy is in addition to those rights.
Canada
Your rights under the consumer protection law of your province or territory, including Quebec's Consumer Protection Act, are unaffected. Where provincial law gives you a longer cancellation period or a broader right to a refund, that law applies.
United Kingdom
- 14-day cancellation right. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel within 14 days of receiving your order without giving a reason, then return the goods within a further 14 days.
- Refund. We refund the item price and our standard delivery charge within 14 days of receiving the goods back, or proof that you sent them, whichever is earlier. You pay the direct cost of returning the goods.
- Faulty goods. Under the Consumer Rights Act 2015 you have a 30-day short-term right to reject faulty goods for a full refund, and after that the right to a repair or replacement.
- Custom-made, personalized and engraved items are exempt from the 14-day cancellation right, but not from your rights for faulty goods. The 35% fee in Sections 2 and 7 does not apply to you.
European Union
- 14-day right of withdrawal. You may withdraw from the contract within 14 days of receiving your order without giving a reason, then return the goods within a further 14 days. You can tell us by email or use the EU model withdrawal form, which we send on request.
- Refund. We refund the item price and our cheapest standard delivery charge within 14 days of your withdrawal. We may wait until we receive the goods back, or proof that you sent them. You pay the direct cost of returning the goods.
- Legal guarantee. You benefit from the two-year legal guarantee of conformity for goods that are faulty or not as described.
- Custom-made, personalized and engraved items are exempt from the right of withdrawal under Article 16(c) of Directive 2011/83/EU. The 35% fee in Sections 2 and 7 does not apply to you.
Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our 30-day change-of-mind returns in Section 1 are offered in addition to these guarantees. A "Final Sale" label never removes them. The 35% fee in Sections 2 and 7 does not apply to items with a major failure.
All other countries
Your rights under applicable consumer protection and warranty law are unaffected by this policy.
Questions
Email info@jbrjeweler.com, Monday to Friday, 9:00 AM – 5:00 PM ET. We aim to reply within one business day. We are committed to making every return, exchange and refund with JBR Jeweler simple and fair.