Return & Refund Policy

RETURNS

We provide a 14 day returns policy which is limited to the following situations

• The jewelry was defective/broken on arrival
  
• Customer receives a different item than they ordered.

• Jewelry metal differs from described on the website

If the item was received in the condition mentioned above, photographic evidence of product and packaging is required to be sent as soon as possible (7 days maximum).


To be eligible for a return, items must be unused, in the same condition they
were received in (including original packaging).

All returned are inspected and if it’s deemed the jewelry has been subject to excessive wear and tear then we withhold the right to refuse the refund. Please see Jewelry-Care-Guide to learn how to wear our jewellery correctly.

We can not accept returns and exchanges if the items purchased on sale.

Change of mind / Order cancel

Items cannot be exchanged or returned because a customer changed their mind. Due to courier limitations, we are unable to cancel your order once it has been shipped. If you need to make any changes or cancel your order please contact us right after purchase at contact@brokenstonesjewelry.com

Cancellation requests due to the customer declining the customs charges will not be processed.

Complete a return

Do not send returns to the original sender address.


Please reach out to us at contact@brokenstonesjewelry.com to be provided with return Instructions. 

REFUNDS (if applicable) 


Once returned items are received and inspected, an email will be sent out to notify that we have received the returned item and if a refund will be granted.

If returned items meet the requirements (related to return policy), a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Depending on the payment method, refunds processed will arrive within 1-10 business days after returned items were finally inspected. 

Late or missing refunds (if applicable) 


Please first allow for the processing time (1-10 business days). If a refund still isn’t received, first contact your credit card company to check for pending deposits. Following this, please contact us at contact@brokenstonesjewelry.com
 

Exchanges (if applicable) 


Since we offer mostly unique custom jewelry, only that type of items can be exchanged, that have the exact same design. 
These items can only be replaced free of charge according to our RETURN POLICY. Take a picture of the damaged item immediately and sent it to us at contact@brokenstonesjewelry.com.

Products that were damaged by the customer can't be exchanged.


Shipping fees for returns

Shipping fees for returns are covered by us if the item was received defective or damaged (according to our RETURN policy).

In all other cases customers are responsible for paying shipping costs for returning the item. We strongly suggest considering using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Customs Duties & Taxes for returns

We cover taxes & import duties if you are sending back a product or exchanging an item only if it was received defective or damaged (according to our RETURN policy) In all other cases, customers are responsible for any Duties & Import Taxes that may apply.