Returns & Exchanges
One return policy, and it applies to every piece we sell — ready-to-ship, made-to-order, and custom commissions alike. There is no separate rule by product type.
The policy, in full
You have 7 days from delivery to contact us if a piece is faulty, has a manufacturing fault, arrived damaged, or is materially different from how it was described. Contact us inside that window and we will repair, replace, or refund it.
That is the only ground for a return.
We would rather the ring be right the first time than put one in the post twice. Tell us your size before you order — or ask and we will walk you through measuring it — and we will make sure it fits. Because we size each order to the person, we do not take returns for a change of mind or for a size confirmed on the order. If a piece arrives faulty or not as described, that is ours to put right, and we will.
The piece must be unworn and in its original condition, returned with its original packaging and any documentation supplied.
You pay the return shipping. That is true even when the fault is ours. Send the piece back insured and tracked, and keep the tracking number — until it reaches us, it is still your package. We will tell you exactly where to send it and how, before you ship anything. The complimentary insured shipping we provide is on the way out to you; it does not cover a return leg.
There is no restocking fee on a defect or a manufacturing mistake. If we got the piece wrong, you are not charged a fee on top of it.
A 25% restocking fee applies in two cases, and only these two:
- You refuse delivery, or the package comes back to us undelivered because delivery was not accepted or the address was wrong.
- You cancel an order after production on it has started — that is, once the piece has entered the studio queue and work has begun at the bench or in CAD.
In both cases the fee is 25% of the price of the piece, excluding tax, deducted from your refund. On a package that comes back to us undelivered, the carrier's return charge comes out of the refund as well.
Cancelling before production starts costs you nothing. Tell us as soon as you decide. If the piece has not entered the queue, you are refunded in full.
What "repair, replace, or refund" means
We choose which of the three. Some faults are better corrected at the bench than remade; some are not correctable, and the piece is replaced or refunded. We tell you which we are doing, and why, before we do it.
Approved refunds are issued to the original payment method within 10 business days of the piece arriving back with us.
Seven days is short, and you pay the postage. We would rather say so here than have you find out later.
The window is an inspection window, not a trial period, and the grounds are narrow. Open the package, look at the piece properly under good light, check the fit, and tell us straight away if anything is wrong. Do that on the day it arrives and you have the whole window in hand.
How to raise one
- Contact us within 7 days of delivery — email GemtasticJewelry@gmail.com or call (414) 324-0498 — with your order number and photographs of the fault.
- We reply and tell you whether we are treating it as a fault. If we are, we tell you exactly where to send the piece and how to pack it.
- Send the piece back at your cost, insured and tracked, and keep the tracking number. Do not send anything back before we confirm — an unannounced return cannot be processed.
- We inspect the piece, tell you what we found, and tell you which remedy we are applying.
If we inspect a returned piece and do not find the fault described, or the piece has been worn, we will tell you what we found and talk to you before anything else happens. No decision about your piece gets made without you hearing it first.
Custom and commissioned pieces
The same 7 days applies, and it covers one more thing: a commissioned piece that does not match the specification you approved. That is our error, and it is corrected or remade at our cost. You never carry the cost of our mistake.
Beyond that, a commission is final sale. Your chance to change the piece is the CAD render — you look at it, change it, and approve it in writing before any metal is bought or poured. That gate is placed there deliberately, before we spend anything on your behalf, so that you are never surprised by the object that arrives.
Commissions — deposit, and what becomes non-refundable when
A commission is quoted as a single total. Call it T.
A 50% deposit of T is due when you accept the quote, before any CAD file is opened. That deposit is made of two parts: 20% of T is the design and CAD allocation, and 30% of T is the material commitment. The remaining 50% is due on the completion notice — after the finished piece has passed inspection, with photographs, and before it ships.
Two moments make money non-refundable, and each is tied to something that has actually been spent:
- When the CAD file is opened, the 20% design allocation becomes non-refundable. The modelling hours are spent, on a model built to one person's specification, and it cannot be sold to anyone else.
- When the gold is poured, the full 50% deposit becomes non-refundable. Metal is committed to a one-person form and is recoverable only as scrap, at a refining loss.
Cancelling a commission
Cancel in writing at any time. Cancellation takes effect on receipt, and this is what you receive back:
| Cancelled at | You receive | We retain |
|---|---|---|
| Deposit paid, CAD file not yet opened | 50% of T — the full deposit | Nothing |
| CAD in progress, before you approve it | 30% of T | 20% of T — the design allocation |
| After CAD approval, before printing | 30% of T, less any non-returnable stone at documented cost | 20% of T, plus documented stone cost |
| After resin print and burnout, before the pour | 20% of T | 30% of T |
| After casting — the gold is poured | Nothing | The deposit and the piece |
| After stone setting or finishing has begun | Nothing | The deposit and the piece |
| After delivery | Final sale, with the 7-day defect and conformance remedy above | |
This table is the whole of it. The 25% restocking fee above does not apply to a commission and is never added on top of these stages — what we retain at each step is already tied to what has actually been spent by that point.
Refunds are issued within 10 business days of your written cancellation, to the original payment method.
After the pour we do not pursue the balance. You may complete payment and take the piece, or walk away — in which case we keep the deposit and the piece.
A stone you supplied is returned to you at any stage, and removed at no labour charge if it has already been set.
If we cancel
If we find at any stage that the piece cannot be made to our tolerances, or our capacity moves such that a date we confirmed can no longer be met, we cancel and refund everything you have paid, including the design allocation, whatever stage we have reached. Our failure is not your cost.
Sizing
We build to the size you confirm on the order, so confirm it before you buy. A size you approved is not a defect, and it is not a return. Ask us and we will help you measure — we would rather spend a day on that than have the fit wrong.
Resizing after delivery is arranged case by case. Contact us and we will tell you whether the design allows it and what it involves. Some settings, eternity bands, and full-pavé pieces cannot be resized at all.
Questions before you order?
Ask. This policy is deliberately narrow, and the time to ask about a piece is before it is made — we would rather answer ten questions up front than have you unsure about something this important.