Returns

General Return Policy

Thank you for shopping with us at Not Just Stones! We are dedicated to providing high-quality products and excellent service. Please review our detailed return and repurchase policies below.

Return Window

- Initiation: To initiate a return, customers must contact us by email at [email protected] (Telephone, SMS, Text, or other means of contact are not acceptable as a valid means of contact). within 15 days of receiving the product. Returns requested after this period will not be honored; though our repurchase policy may still apply. See our Return process below. 

Repurchase Policy

- For products not eligible for return, we may offer to repurchase them at our discretion. Contact us at [email protected] for details (Telephone, SMS, Text, or other means of contact are not acceptable as a valid means of contact). Do not send products back until you receive our approval to avoid refusal.

Return Condition

- Original Condition: Items must be returned in their original, unused condition, including all packaging, tags, and accessories.

- Alterations: Products altered by the customer (e.g., resizing, engraving) are not eligible for return. This also includes alterations made to a product before it is shipped to the customer. For example, if a ring in size 7 is requested to be resized to an 8 by the customer before it is shipped, this product will be considered custom-made, not eligible for return.

- Damages and Deductions: We may deduct costs for any damage to packaging or other items from the return credit. For example, if a ring box is damaged, a deduction for the cost of the box will be applied before processing the return.

Return Exceptions

Certain items are not eligible for return:

- Custom-Made Items: Items made to order, including those resized or engraved by our company before shipping, cannot be returned.

- Clearance Products: Items purchased from clearance or final sale sections are not eligible for return or exchange.

- Non-Returnable Items: Products marked as non-returnable at the time of purchase are not eligible for return.

- Special Requests: Products modified based on customer requests (e.g., custom engravings or alterations) cannot be returned unless there is a manufacturing defect or error on our part.

- Security Tags: Items with security tags must have the tags intact. Tampering with or removing these tags will void the return. If a Package within the shipping packaging has a security tag on it, removing or tampering with it will void any returns for those products. It will be clearly stated when that is the case.

- Damaged Items: Products damaged or altered after receipt, including damage to packaging or missing components, are not eligible for return. When we note package damage, we are not referring to the shipping packaging.

- Partially used Items: Partially used items are not returnable, but you may ask that we repurchase them according to our Repurchase Policy.

Return Process

1. Request Address: Email us at [email protected] (Telephone, SMS, Text, or other means of contact are not acceptable as a valid means of contact) within 15 days of receiving your product to request a Return Address. Do not ship products back until you receive this information, as they may be refused. The shipping and return address may not be the same, so contacting us first is essential.

2. Ship the Return: After receiving the return address, return the item using a trackable shipping method. We recommend using a shipping service with tracking and insurance to protect against loss or damage. We are not responsible for lost or damaged returns.

3. Return Costs: You are responsible for return shipping costs unless the return is due to our error. We may deduct shipping, insurance, and other applicable fees from your return credit.

Wrong Item Received

- If you receive an incorrect item, contact us immediately at [email protected]  (Telephone, SMS, Text, or other means of contact are not acceptable as a valid means of contact). We will provide a shipping label to return the incorrect item. However, the incorrect item must be returned in the same condition as when it was sent. If it is not, we may deduct costs as outlined in this policy. Even though you received the wrong product, it must still comply with our return policy to be eligible for return.

Cancellations

- We do not accept cancellations as products ship out quickly. Please ensure all order details are correct before finalizing your purchase.

Miscellaneous Fees

- For returns not due to our error, we may deduct fees such as shipping, insurance, currency conversion, and a repolishing fee (up to $35 per jewelry item) from your return credit. This includes deductions for any special requests made prior to shipping and for damaged product packaging.

Processing Returns

- Refunds will be processed to the original payment method and the name of the payee. If paid by check, a new check will be issued to the original payee. For credit or debit card payments, the refund will be issued to the same card. Store credits will be issued for purchases made with store credit and credited back to the person who originally make the purchase. Refunds may take up 10 days or more to process once including our inspection.

Additional Information

- To ensure a smooth return process, please retain all original packaging and documentation. Returns that do not meet our policy requirements will be returned to the customer at their expense. We reserve the right to update our return policy, and any changes will be reflected on our website.

Thank you for choosing Not Just Stones! We value your satisfaction and are here to assist with any questions or concerns you may have.