Refund policy
At Sapphire Row, we believe the only true way to evaluate a jewelry piece or gemstone is to see it with your own eyes, in your own lighting. We are committed to your complete satisfaction and offer a transparent return policy so you can view your purchase in person before making a final commitment.
Our Guarantee
If the jewelry piece or gemstone does not meet your expectations for any reason, you may return it for a full refund of the purchase price. We do not charge any restocking fees.
Return Window
You have 30 days from the date of delivery to inspect the product and initiate a return.
Eligibility & Condition
To be eligible for a refund, the product must be returned in its original, unaltered condition.
- The product must not have been set, mounted, scratched, chipped, fractured, or treated in any way.
- It must be returned with all original laboratory reports, certificates, and packaging.
Note: Any gemstone that has been set into jewelry (even temporarily) is not eligible for return due to the risk of damage during the setting process.
Return Shipping
Customers are responsible for the cost of return shipping and insurance. We recommend using a trackable shipping service and purchasing shipping insurance for the full value of the product, as we cannot guarantee that we will receive your returned item.
The Return Process
- Initiate Return: Contact our team at info@thesapphirerow.com within the 30-day window to request a Return Authorization and the correct return shipping address.
- Shipment: Securely package the product with all original documentation and ship it to our facility using a tracked and insured method.
- Inspection & Verification: Once your return is received, it will undergo a strict inspection by our jewelers and gemologists to verify the product's identity and ensure it is in its original condition.
- Refund Processing: Upon successful verification, a full refund will be issued to your original method of payment. Please allow 5-7 business days for the funds to appear in your account, depending on your bank or credit card provider.
Exchanges
Prefer a different stone or piece? We're happy to arrange an exchange under the same 30-day window and condition requirements as returns.
- Contact our team at info@thesapphirerow.com within 30 days of delivery to arrange your exchange.
- Once your original item is received and verified, its full purchase price will be applied toward your new selection.
- If the new item costs more, we'll invoice the difference; if it costs less, the difference will be refunded to your original method of payment.
- Customers are responsible for return shipping and insurance on the original item. We cover outbound shipping on your exchanged piece.
Non-Refundable Items
- Gemstones that have been modified, damaged, or set.
- Custom orders or bespoke sourcing requests (unless otherwise specified).
- Original shipping costs (if applicable).