Returns & Refunds

These proposed return terms are for review before online purchasing opens. They do not limit rights that cannot lawfully be excluded.

Requesting a return

For an eligible change-of-mind return, contact Royal Onyx through the Contact page within 14 calendar days after confirmed delivery. Include your order number or other proof of purchase, the item and the reason for return. Request authorization before mailing. We will provide the correct return address and instructions; do not send goods to an address found elsewhere. Authorization allows us to inspect the item and is not a guarantee of a refund.

Our proposed return-dispatch window is 14 calendar days after authorization. If you cannot meet it, contact us before it expires. A delay caused by our response will not shorten your original request window. Delivery records may be challenged with reasonable evidence; a carrier scan alone does not resolve every dispute.

Condition and completeness

Change-of-mind returns must be unworn, unused and unaltered, with the original item, all stones, components, links, straps, accessories, certificates, packaging and supplied tags. Do not resize, engrave, repair, alter or remove identifying marks before returning. Ordinary examination necessary to discover a defect does not by itself defeat a valid defect claim.

Items with special terms

Where legally permitted and clearly disclosed before purchase, engraved, personalized, resized, custom-made, made-to-order and special-order items, and items marked Final Sale, are not eligible for change-of-mind returns. Opened or worn earrings are excluded for hygiene reasons only where legally permitted and disclosed before purchase. A discount or clearance label alone does not mean Final Sale. Any custom-work cancellation terms must be explained and agreed before work begins. These exclusions do not remove required remedies for defective, damaged, incorrectly supplied or materially misdescribed goods.

Shipping a return

Use the authorized address, secure packaging and a trackable service. Keep your dispatch receipt and tracking record. For high-value items, choose a service whose insurance actually covers jewelry and the declared value; ordinary carrier coverage may exclude it. Customers normally pay change-of-mind return postage. If we sent the wrong item or a covered defect arrived with the item, we will arrange a return method at our expense or reimburse a reasonable method we approve in advance.

If you arrange the carrier, you are normally responsible for pursuing a lost-return claim until delivery to our authorized return address, subject to applicable law. We will provide reasonable assistance. If we arrange the return label, contact us so we can investigate with our carrier. A carrier investigation does not suspend a refund deadline imposed by law.

Inspection and fraud prevention

We may compare serial numbers, engravings, dimensions, weight, stone characteristics, certificates and documented pre-dispatch condition. Photos and packing records may be kept to resolve a dispute. A return may be declined if evidence shows wear, customer-caused damage, missing stones or parts, substituted items/components, tampering or unauthorized alterations relevant to the claim. We will explain the reason and provide a way to question the finding. We do not charge a punitive restocking fee or assume fraud merely because an item is disputed. If a change-of-mind return is declined, we will discuss safe return of the item to you before charging any agreed shipping cost; we will not silently confiscate it.

Refunds

The proposed service target is to inspect and initiate an approved refund within 7 business days after receiving the return. If more information or assessment is needed, we will explain the reason and next step; any shorter legal deadline controls. Approved refunds go to the original payment method, including refundable tax. For change-of-mind returns, original shipping is generally not refundable; shipping charges caused by our error are refundable. Bank posting time is separate from our refund initiation. Contact us if a refund has not appeared after the processing time advised by your provider. An exchange is a separate arrangement, not a guaranteed availability promise.

Wrong, damaged or defective items

Contact us promptly with the order details and a description; photos of the item and packaging can help. Stop wearing a potentially damaged item and keep its packaging. No fixed 24- or 48-hour reporting cutoff removes your legal rights. We will assess whether a repair, replacement or refund is appropriate under the applicable terms and law. The 14-day change-of-mind window does not replace warranty or statutory remedies.

Payment disputes

Please contact us so we can try to resolve a problem. You retain the right to contact your card issuer or payment provider and exercise applicable dispute rights. We may provide relevant order, communication, tracking, authorization and inspection evidence to the provider. No chargeback waiver, automatic fraud accusation or dispute penalty applies.