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. Our return policy lets you view an eligible purchase in person before making a final commitment.
Return Windows
- Jewelry (ready-to-ship and made-to-order pieces in our standard options): contact us within 7 days of delivery.
- Certified loose diamonds and gemstones: contact us within 3 days of delivery.
Returns received within these windows are refunded in full. We do not charge restocking fees.
Final Sale Items
These pieces are made specifically for you and can't be returned or exchanged:
- Pieces created in our ring, pendant or earring builders, and any jewelry set with a stone you selected.
- Rings made in a custom finger size.
- Engraved or personalized pieces.
- Special orders, custom orders and bespoke sourcing requests.
- Gemstones that have been set (even temporarily), modified or damaged.
Final sale pieces are marked at checkout. Original shipping costs are non-refundable.
Eligibility & Condition
- The piece must be returned in its original, unaltered condition: not set, mounted, resized, engraved, scratched, chipped, fractured or treated in any way.
- It must be returned with all original laboratory reports, certificates and packaging.
The Return Process
- Request a return: email info@thesapphirerow.com within your return window. We'll send your Return Authorization, the return address and the paperwork to include.
- Ship it promptly: send the piece within 2 business days of receiving your Return Authorization, securely packaged with its paperwork, using a tracked and insured shipping method.
- Inspection: once received, your return is inspected to verify the piece's identity and condition.
- Refund: after verification, a full refund is issued to your original payment method. Please allow 5–7 business days for the funds to appear, depending on your bank or card provider.
Return Shipping
Customers are responsible for the cost of return shipping and insurance. Please insure your return for the full value of the piece, as we can't guarantee receipt of a package lost or damaged in transit.
Exchanges
Prefer a different piece? We're happy to arrange an exchange within the same return windows and condition requirements. Final sale items can't be exchanged. Contact info@thesapphirerow.com to arrange it. Once your original piece is received and verified, its full purchase price is applied toward your new selection. If the new piece costs more, we'll invoice the difference; if it costs less, we'll refund the difference to your original payment method. You cover return shipping on the original piece; we cover shipping on your exchanged piece.