Refund policy

Refund Policy

Last updated: April 25, 2026

Standard (Non-Custom) Items

In accordance with U.S. consumer protection laws and FTC regulations, the following policy applies to all standard, non-customized items:

  • Returns accepted within 14 days of delivery
  • Items must be in original, unworn condition with all original packaging and IGI certificate intact
  • Approved refunds will be issued to your original payment method within 7 business days of receiving the returned item

Shipping costs:

  • If your order qualified for free shipping, no shipping fee will be refunded
  • If you paid a shipping fee, the original shipping cost is non-refundable for customer-initiated returns
  • Return shipping costs are the customer's responsibility for change-of-mind returns
  • If the item is defective, damaged, or does not match its description, we will refund the full order amount including all shipping costs, and cover return shipping

Defective or Misrepresented Items

If any item does not match its listed description (metal type, carat weight, diamond specifications), or arrives damaged, you are entitled to a full refund including all shipping costs. Please contact us within 14 days of delivery with photos and your order number.

Cancellations

Standard orders may be cancelled for a full refund within 24 hours of purchase. If your order cannot be fulfilled within the stated timeframe, we will notify you promptly and offer a full refund including any shipping fees paid — no action required on your part.

Bespoke (Custom) Items

Custom-made pieces — including Configure, Replicate, and Create orders — are non-refundable once production has begun. Before production starts, you will be required to:

  1. Confirm all design specifications in writing
  2. Pay the required non-refundable deposit:
    • Configure & Replicate orders: 50% of total order value
    • Create (original design) orders: 80% of total order value, reflecting dedicated one-on-one design consultation and custom artwork

The remaining balance is due upon completion, prior to shipment. If a bespoke item arrives with a manufacturing defect, we will repair or replace it at no additional charge.

Contact Us

Email: support@eobo.store