Refund policy

Return and Refund Policy — Effective 2026-09-23

One return policy, and it applies to every piece we sell. Read it before you buy. It is short and there is nothing hidden in it.

You have 21 days to change your mind

You have 21 days from delivery to contact us if you simply want to return a piece. You do not have to give us a reason. Contact us inside that window and we will refund you.

Four conditions, all of them ordinary:

The piece is unworn and undamaged, in the same condition it reached you in.
It comes back in its original packaging.
Any paperwork that shipped with it — a grading certificate, an appraisal sheet, a lab report — comes back with it. If paperwork is missing, we deduct what the replacement document costs us, and we tell you that cost in writing before you send the piece back. It is what the document costs to replace, not a penalty; it is only charged where paperwork was actually supplied with the piece; and once you know the figure you are free to go and find the paperwork instead.
You contact us first. Do not send anything back before we confirm — an unannounced return cannot be processed.

What you get back: the full price of the piece, plus the sales tax on it, less the cost of replacing any missing paperwork.Outbound shipping is free, so there is no shipping charge to refund. If your order shipped free, there is nothing to deduct.

You pay the return shipping, and you pay to insure it. Send the piece back insured and tracked for its full value 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 to pack it before you ship anything. The complimentary insured shipping we provide is the outbound leg only.

There is no restocking fee on a change-of-mind return. The 25% restocking fee described further down does not apply to one, ever, and is never added on top of a paperwork replacement charge.

The 21 days are counted from delivery

The window runs from the date the carrier's tracking shows your package delivered. If tracking does not show a delivery date, we count from the date you tell us it arrived. We will not argue a day with you — if it is close, it is inside.

What cannot be returned

Four exclusions, and each one is something you can see before you buy:

Custom commissions. A piece designed and built for one person from a brief. A commission is quoted, deposited and invoiced separately, never bought from a product page, and its own cancellation terms are the stage-by-stage table on our Custom Jewelry page. This does not mean "made to order." A catalogue piece that we cast for you after you order it is a normal purchase and it is returnable like everything else.
Engraved pieces. If you entered engraving text on the product page, the piece carries your words and cannot go back into stock.
Pieces we sized or resized to your specification — a ring built to a size that was not one of the sizes offered on the page, or a piece we resized for you after delivery.
Pieces marked "Final Sale" on the product page. If the product page does not say Final Sale, the piece is not final sale.

If a piece in any of these four groups arrives faulty or does not match what we agreed, the fault remedy below still applies to it in full. An exclusion from change-of-mind returns is never an exclusion from a fault remedy.

If a piece is faulty

You have 21 days from delivery to contact us if a piece is faulty, has a manufacturing fault, arrived damaged in transit, or is materially different from how it was described. We repair, replace, or refund it, and you are charged nothing at all — no restocking fee, no paperwork charge, and we pay the return shipping on a confirmed fault.

We choose the remedy — repair, replace, or refund — based on the piece and the fault, and we tell you which we are applying and why before we do it.

When the 25% restocking fee applies

One case only: you cancel an order after production on it has started — once the piece has entered the studio queue and work has begun at the bench or in CAD. The fee is 25% of the price of the piece, excluding tax, deducted from your refund.

Cancelling before production starts costs you nothing. Tell us as soon as you decide and you are refunded in full.

If you refuse delivery, or the package comes back to us undelivered because delivery was not accepted or the address was wrong, we treat it as a change-of-mind return: you are refunded for the piece, the original shipping charge is not refunded, and the carrier's charge for returning the package to us is deducted — the actual amount, shown to you. No restocking fee is charged on top of it.

Refund timing

Approved refunds are issued to the original payment method within 10 business days of the piece arriving back with us.

Sizing

Confirm your size before ordering — we are glad to help you measure, so ask before you buy. A size you approved is not a fault, but under the 21-day window above you can still send an unworn piece back if the fit is wrong, provided we did not size it specially for you. 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.

We do not offer a warranty

Normal wear, accidental damage and work done by another jeweler are not covered. Repairs may be available for a fee — ask us.

To start a return

Email GemtasticJewelry@gmail.com or call (414) 324-0498 within 21 days of delivery with your order number. If it is a fault, send photographs. Do not send anything back before we confirm — an unannounced return cannot be processed.