Return & Exchange Policies

Refund Policy for Non-Custom Items

We gladly accept returns on most non-custom jewelry items within 30 days of delivery, provided they meet the following conditions:

Return Eligibility

• Items must be in new, unworn condition, with all original packaging and tags intact.
• Solid gold and platinum items returned within 15 days of delivery are eligible for a full refund. Items returned between 15–30 days are eligible for store credit only.
• Worn items, including those with signs of use, missing stones, or damage from wear, are not eligible for return or exchange.
• Earrings and body jewelry cannot be returned for hygiene and safety reasons, unless there is a manufacturing defect.

Return Timeframe

• Returns must be initiated within 30 days of delivery. Items received outside this window may be declined.

Security Tags

• Some items may include a security tag marked “non-returnable if removed.” Removing or reattaching this tag voids eligibility for return or exchange.

Reporting Issues

• Please inspect your package upon arrival. If any items are missing, incorrect, or damaged in transit, contact us within 5 days of delivery.
• We are not responsible for lost or stolen packages once marked as delivered by the carrier. Please ensure packages are delivered to a secure location.

Manufacturer Warranty Items

• Items with manufacturer warranties (e.g., branded watches or gemstones) must be returned with unregistered warranty cards and all original packaging.
• Charles Hubert watches must be returned within 15 days in unused, unaltered condition. Refunds may be issued after serial number verification.

Return Shipping

• We do not provide free return labels to help keep our pricing competitive.
• Upon request, we can provide a return label and deduct the postage cost from your refund.
• Our return labels include tracking but not insurance. You may purchase additional insurance if desired (e.g., via InsurePost or your local USPS counter).

Refund Process

Once your return is received and inspected, we will notify you by email and begin processing your refund or store credit (based on eligibility). Please note that original shipping costs are non-refundable, unless the return is due to our error.

If your return causes your order total to fall below our free-shipping threshold, the original shipping cost will be deducted from your refund. “Free shipping” applies only to completed purchases that meet the minimum threshold after any returns or adjustments.

How to Start a Return

To initiate a return:

1. Log in (or create an account) using the email address associated with your original order.
2. Go to Your Orders and select "Start a Return" next to the item(s) you'd like to return.

If an item doesn’t appear as returnable in our self‑return process, please first confirm that it’s in a category eligible for returns. If you’re unsure or need assistance, feel free to reach out to us at sales@sparkleandjade.com.

Exchange Policy for Non-Custom Items

We’re happy to offer exchanges on most non-custom jewelry items within 30 days of delivery, provided they meet the following conditions:

Exchange Eligibility

• Items must be new, unworn, and unaltered, with all original packaging and tags intact.
• Worn, used, or damaged items—including those with missing stones or signs of wear—are not eligible for exchange.
• Earrings and body jewelry cannot be exchanged due to hygiene and safety reasons, unless defective.
• Items with removed or reattached security tags labeled “non-returnable if removed” are ineligible for exchange.

Exchange Timeframe

• All exchanges must be initiated within 30 days of delivery. Items submitted outside this window may be declined.

Sizing & Style Exchanges

• If you need a different ring size or style, you're welcome to request an exchange, as long as the original item qualifies under our return conditions.
• For help choosing the right replacement, feel free to contact us before sending your item back.

Manufacturer Warranty Items

• Items covered by a manufacturer warranty (e.g., branded watches, gemstone pieces) must be returned with unregistered warranty cards and original packaging to be accepted for exchange.
• Charles Hubert watches must be exchanged within 15 days in unused, unaltered condition and are subject to serial number verification.

Exchange Shipping

• Customers are responsible for shipping items back to us. We do not provide free return shipping for exchanges.
• If we provide a return shipping label for your exchange, there is no way to automatically charge for this, so an invoice will be sent for:
• This invoice must be paid in full before the new item can be shipped.
• Our return labels include tracking but do not include insurance. Additional coverage may be purchased separately (e.g., through InsurePost or at a USPS counter).

Processing Your Exchange

Once we receive and inspect the returned item, we’ll confirm eligibility and send your replacement. You’ll receive an email with tracking details once the new item is on its way.

How to Start an Exchange

To initiate an exchange:

1. Log in (or create an account) using the email address from your original order.
2. Go to Your Orders and select “Start a Return/Exchange” next to the item.
3. Provide the desired size or item details during the exchange request.

Partial Refund Policy

In certain situations, a partial refund may be issued instead of a full refund. This typically applies when the returned item does not meet all return requirements or shows signs of handling. Partial refunds are offered at our discretion and based on the condition of the returned item upon inspection.

Situations That May Qualify for a Partial Refund or Rejection:

• The item is returned without original packaging (e.g., missing branded box, pouch, warranty cards or tags).
• The item shows minor wear or signs of use
• A security tag (if applicable) has been removed or tampered with
• The item was returned after the 30-day return window but is still in acceptable condition for store credit.
• The item is missing included accessories, such as certificates, branded inserts, or warranty cards.
• Shipping fees from the original order are non-refundable, unless the return is due to our error

If your return causes your order total to fall below our free-shipping threshold, the original shipping cost will be deducted from your refund. “Free shipping” applies only to completed purchases that meet the minimum threshold after any returns or adjustments.

Evaluation Process

All returned items are carefully inspected. If an item is accepted with deductions, we will notify you via email with the partial refund amount and reason. You may also have the option to have the item returned to you if the deduction is not acceptable.

Cancellation Policy

We understand that plans can change, and we’re happy to help with cancellations when possible. Please see below for our guidelines.

Cancellations – Regular & Sale Merchandise (Non-Custom Items)

• Orders for non-custom, general merchandise may be canceled any time before fulfillment (before the item is processed or shipped).
• Once an order has shipped, it cannot be canceled. If your order has already shipped, you’re welcome to initiate a return.

If you need to make a change to your order, feel free to contact us—we’re always happy to help when possible before the order ships.

Cancellations – Custom & Personalized Items

• Orders for custom, engraved, personalized, or custom-sized items cannot be canceled once production has begun.
• If you need to make a change to a custom order, please contact us as soon as possible at custom@sparkleandjade.com. We’ll do our best to accommodate your request if production has not yet started.
• Please note: Custom and personalized items are final sale and may not be eligible for return or cancellation once in progress.

Pricing Errors

Our pricing is carefully determined based on current metal market rates and other material costs. In rare cases, a technical or human error may cause incorrect pricing to appear on our website. We reserve the right to cancel any order placed with inaccurate pricing, even after the order has been submitted. If this occurs, you will be notified promptly, and no charges will be processed or your payment will be refunded in full.

Returns are only accepted for regular-priced and sale items. All clearance merchandise is final sale, and this will be clearly indicated in the product description or a disclaimer next to the price.

Please note that all customized, personalized, and engraved items are final sale. These items are non-returnable, non-refundable, and cannot be exchanged.

We offer a range of trademarked gemstones, each backed by a warranty from their respective creators (e.g., 'True Origin,' 'Chatham,' 'Charles & Colvard'). While we’re happy to assist you with the warranty process, it must be handled directly through the original gemstone manufacturer and warranty provider. Warranty literature or certificates for these gemstones are typically included with your merchandise delivery.

Life happens, and we're here to help! While we do not offer a warranty for accidental damage, please contact us at custom@sparkleandjade.com with your order information. We’d be happy to provide expert advice and, if the repair is something we offer in-house, we can provide pricing options. Otherwise, we recommend visiting your local jeweler for assistance.

As of January 1, 2024, Thorsten has introduced a fee for the warranty and warranty exchange program.

Thorsten Lifetime Warranty

At Sparkle & Jade, we proudly offer Thorsten jewelry, crafted to the highest standards with premium materials and expert craftsmanship. Our lifetime warranty ensures that all Thorsten products are free from defects. If your jewelry fails to meet our standards, it will be replaced under warranty.

Coverage:

• Defects: Any ring that is found to have a manufacturing defect will be replaced.
• Accidental Damage: If your ring cracks or breaks due to accidental damage, it will also be replaced under warranty.
• Size Exchange: If a size exchange is needed, we will assist with the process.

How to Request Warranty Work:

To request warranty service for your Thorsten ring purchased from Sparkle & Jade, please contact us. We will coordinate with Thorsten to handle defects or size exchanges. If your specific ring style is no longer available, a similar style may be offered as a replacement.

Warranty Exclusions:

• Alterations: Any third-party alterations to the ring (excluding engraving) will void the warranty.
• Custom Rings: Custom rings are non-refundable. If warranty service is needed for a custom ring, a custom fee will apply. Any engraving or custom work will need to be redone at the customer's expense.
• Inlay Damage: The warranty covers the ring itself but not the inlay. Inlay damage is considered normal wear and tear and is not covered.
• Stones: Stones that fall out during the lifetime of the ring are not covered under warranty. There will be a fee for replacing any lost or damaged stones.
• Scratches: The warranty does not cover scratches, as rings are scratch-resistant but not scratch-proof.

Returns & Exchanges:

• 30-Day Return Policy: Thorsten rings can only be returned within 30 days of purchase, in new, unworn condition.
• Signs of Wear: Rings returned with signs of wear will incur a 20% refurbishing fee.
• Return Authorization: All returns must be pre-approved by Sparkle & Jade. Please contact us before returning any items. Unauthorized returns will be sent back without processing.

Shipping & Responsibilities:

• Return Shipping: Please insure your ring when returning it for warranty work. We are not responsible for any loss or damage during shipping, as we cannot control the package until it is received.
• Customs Taxes: Any customs taxes incurred during shipment are the recipient’s responsibility.
• Warranty Shipping Fees: Customers are responsible for all shipping costs related to warranty work.

Additional Notes:

• Warranty Fee for Metal Ring Exchanges: There is a 20% fee for exchanges of precious metal rings after 30 days.

For any questions or to initiate warranty service, please contact Sparkle & Jade.

As of January 1, 2024, Thorsten has introduced a fee for the warranty and warranty exchange program.

Due to the hardness of alternative metals, resizing is not possible as it is with traditional gold or platinum rings. If your finger size changes, you will need a new ring in the appropriate size. Thorsten offers size exchanges for as long as you own the ring. To initiate a size exchange, simply contact Sparkle & Jade.

Please note that the exchange will be for a different size of the same style. Thorsten does not offer exchanges for a different style. Any engraving or custom work will need to be redone at the customer’s expense. Additionally, the warranty does not cover normal wear, such as scratches, as rings are scratch-resistant, not scratch-proof.

Thorsten is not responsible for any sentimental value associated with the original ring. Shipping fees to and from Thorsten for size exchanges and returns are the responsibility of the customer.

The warranty applies only to the original purchaser and is non-transferable. Alterations to the ring, excluding engraving, will void the warranty. The warranty covers the replacement of the ring, but not the reapplication of any engraving. If a style is discontinued, Thorsten may offer a similar alternative.

To start a Thorsten size exchange, please reach out to Sparkle & Jade.