What Is Your Return or Remake Policy If the Final Jewelry Piece Doesn’t Match the Approved Design?
Custom Jewelry Return Policy for Design Mismatch Cases
Custom Jewelry is more than a purchase – it is a personal expression of your moment, your story, and your vision. That’s why it’s so important to clearly understand the process for returning or remaking items.
If there’s any discrepancy between the final product and the approved design, we’re committed to ensuring that your vision is still brought to life through your one-of-a-kind piece.
Refund, Remake, and Adjustment Rules in Custom Manufacturing
In the United States, most clients understand that custom-made products are unique and built to order, rather than being available for immediate resale. Because of this, custom jewelry typically doesn’t come with a “no questions asked” return policy. However, we believe in providing transparency and clarity from the start, which is why we ensure our customers always have a clear understanding of the process before production begins. Our custom jewelry return policy provides this clarity.
There are three key concepts in custom manufacturing:
- Refund: A repayment of the purchase price when a remake is not possible or justified.
- Remake: A full recreation of the original piece to meet the requirements of the design approved prior to production.
- Adjustment: Limited technical corrections (i.e., resizing, adjusting the stone setting, etc.)
In either case, the key point of reference will always be the approved design, and not subjective impressions formed after delivery. Additionally, we are committed to providing our customers in the U.S. with procedural transparency throughout the process. All inquiries regarding a potential return or remake will be reviewed and responded to in writing within two to three business days. You will receive a summary of our findings and the proposed resolution steps. If a verified discrepancy exists, Olertis will cover the insured shipping costs to return the piece and ship the corrected item back to you.
What Qualifies as a Mismatch with an Approved Jewelry Design
In U.S. custom jewelry practice, a verifiable discrepancy (mismatch) occurs when the custom jewelry doesn’t match design specifications, which includes, but is not limited to:
- Differences in shape, proportions, thickness, or measurements
- Stone size, placement, or alignment issues
- Variations from the final CAD files, renderings, or physical prototypes
Reference materials, such as CAD files, digital renderings, and wax or plastic prototypes, serve as binding benchmarks. While minor manufacturing tolerances might be expected, any measurable discrepancies represent a production error. Minor visual differences caused by polishing or lighting do not qualify as a mismatch unless they alter the approved geometry or proportions.
The type of metal used, the finish, the type and the tone of the stones are all confirmed before the productions begins. If the final piece does not match the confirmed color specifications, Olertis will remake the jewelry at no additional cost to you.
Additionally, the customer may choose to retain an independent jeweler to verify the findings. Olertis welcomes third-party professional evaluations from certified or otherwise qualified professionals who document their findings in a technically competent and proper manner.
When Olertis Covers a Jewelry Remake, Correction, or Refund
Olertis’ custom jewelry remake policy is clear and straightforward:
- If the finished piece does not match the approved design, the responsibility falls entirely on us
- Olertis will perform a custom jewelry remake, correction, or adjustment at its own expense
Before proceeding with any remake, correction, or refund, we first check if the finished piece matches the approved design. Reimbursement or returns are not available when the finished piece meets the approved design specifications. A jewelry remake, correction, or adjustment will not be provided if the customer simply changes their mind after the piece is completed.
Timelines for a remake vary depending on the nature of the requested change. For example, a stone replacement may typically take around one week, while structural changes to the design may require a timeline similar to the original production process. If a remake is technically impossible, Olertis will provide the customer with a refund as per our custom jewelry refund policy, although such occurrences are extremely rare in custom jewelry production.
How to Request a Custom Jewelry Remake or Formal Review
If a customer believes that the finished bespoke jewelry piece does not match the approved design, they should report the concern immediately upon receiving the piece (typically within 48 hours of delivery), before wearing, altering, or modifying it. Timely notice is crucial for making an objective and accurate determination of whether the concern of a customer is valid.
A customer’s request should include clear photographic or videographic documentation of the finished piece and direct reference to the design reference materials (i.e., CAD files, renderings, or physical prototypes). Olertis will objectively review each request by comparing the documented concerns to the final design specifications and technical parameters. Decisions are based on documented, verifiable criteria. This objective process allows for efficient resolution of the customer’s concern, reduces potential disputes, and fosters confidence in the custom jewelry creation process.
