Refund policy

 

Return and Exchange Policy

Last Updated: January 1, 2025

At SailorMade Jewelry, we want you to love your purchase. If you are not fully satisfied with your order, we offer a 30-day return or exchange window from the date your order is fulfilled. Please review the following guidelines for returns, exchanges, and our policy on custom-made items.

1. General Return & Exchange Policy

• Eligible Items: You may return or exchange most items within 30 days of fulfillment (the date your order is shipped or marked as "delivered").
• Condition of Items: To be eligible for a return or exchange, the item must be unused, unworn, and in new, undamaged condition. All original packaging, tags, and any accessories must be included.
• Proof of Purchase: You must provide proof of purchase (order confirmation or receipt) when initiating a return or exchange.
• Return Process: To start a return or exchange, please contact us at info@sailormadejewelry.com within 30 days of receiving your order. We will provide you with instructions for sending the item back.

2. Exclusions - Custom-Made Items 

• Custom & Personalized Items: All custom-made, personalized, or made-to-order items are final sale and are not eligible for return, exchange, or refund, unless they are defective or damaged upon arrival.
• Why Custom Items Are Final Sale: Custom-made items are created specifically for you based on your order details, design preferences, and approval. As these pieces are uniquely made for you, they cannot be restocked or resold.
• Exceptions: If there was an error on our part (such as a mistake in engraving, design, or material) or if the item is defective, we will gladly accept the return or exchange, and the item will be replaced or refunded.

3. Refunds

• Refund Method: Refunds will be issued to the original payment method, minus any shipping charges (unless the return is due to a defect or our error).
• Processing Time: Once we receive your return and verify the condition of the item, refunds will be processed within 5-7 business days.
• Shipping Costs: Original shipping charges are non-refundable unless the return is due to a mistake made by SailorMade Jewelry (such as sending the wrong item or a defective product).

4. Exchanges

• Exchange Process: If you would like to exchange an item for a different size, color, or style, please contact us at [info@sailormadejewelry.com] within 30 days of receiving your order. We will provide instructions for how to return the original item and place a new order.
• Exchange Availability: All exchanges are subject to availability. If the item you wish to exchange is out of stock, we will offer you a full refund or help you choose another item.

5. Return Shipping

• Return Shipping Costs: The customer is responsible for the return shipping costs unless the item is defective, damaged, or an error was made on our part.
• Return Shipping Label: We recommend using a trackable shipping service or purchasing shipping insurance for returns. We are not responsible for items lost or damaged during return shipping.
• Return Address: Please contact us at info@sailormadejewelry.com to receive the return address and further instructions.

6. Damaged or Defective Items

• If your item arrives damaged or defective, please contact us immediately at info@sailormadejewelry.com with photos of the damage or defect. We will arrange for a replacement or full refund at no additional cost to you.
• All returns due to defects or damages will be fully refunded, including shipping costs.

7. Non-Returnable Items

The following items are non-returnable and non-exchangeable:

• Custom or personalized jewelry (unless defective or incorrect).
• Sale or discounted items (unless defective).
• Gift cards or promotional items.

8. How to Contact Us

If you have any questions or need assistance with your return or exchange, please don't hesitate to reach out to us:

SailorMade Jewelry
Email: info@sailormadejewelry.com

We’re here to help and will do our best to ensure your satisfaction.