Refund policy

Return & Refund Policy

All of our jewelry is made to order.

Order Confirmation Process
After you place an order, we will follow up by email to confirm important order details, including ring size, specifications, metal type, color, carat weight, and any special requests.

If no special requests are submitted at checkout or by email, we treat the options selected at checkout as the requested order details and proceed with final confirmation by email.

After the final order details are confirmed, we provide a 3D / CAD confirmation before production begins.

Changes Before Final Order Confirmation
Before the final order details are confirmed, changes or cancellation requests may be accepted.

If requested changes affect pricing, including carat weight, metal type, additional stones, design changes, or other custom upgrades, we may adjust the order total accordingly before moving forward.

Design Stage
3D / CAD confirmation is included as part of our service at no additional charge.

If an order is canceled after the final order details have been confirmed and design work has begun, but before the 3D / CAD has been finally approved, we may accept the cancellation at our discretion.

If we accept such a cancellation, a fixed USD 50 design / technical service fee will be deducted from the refund. This fee is non-refundable.

During this stage, requested changes may still be considered at our discretion. If changes require redesign, additional labor, material changes, added stones, or other additional cost, we may adjust the order total and timeline accordingly.

After 3D / CAD Approval
Once the 3D / CAD has been approved, the order is considered final.

After this point, cancellations, returns, and refunds are not accepted.

In limited cases, we may consider minor adjustments before production begins, such as certain ring size updates, at our discretion. Any approved adjustment does not create a right to cancel, return, or receive a refund.

If an approved adjustment results in additional cost or production changes, we may adjust the order total and timeline accordingly.

Non-Returnable / Non-Refundable Cases
We do not accept returns or refunds based on customer-selected or customer-approved details, including ring size, metal type, color, carat weight, or other confirmed specifications.

Orders approved through 3D / CAD confirmation are non-returnable and non-refundable.

Orders that have entered production or have been shipped as confirmed are non-returnable and non-refundable.

Damaged, Incorrect, or Defective Items
If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery at contact@robins-diamond.com.

Please include your order number and clear photos of the item and packaging.

If the issue is confirmed, we will review the case and provide an appropriate resolution.

Refused Deliveries

We use secure shipping services with signature confirmation.

If an order is refused, not accepted, or cannot be delivered because the customer does not cooperate with delivery after it has been produced and shipped as confirmed, the order is not eligible for refund.

If any return shipping, duties, customs charges, carrier fees, or other related costs are incurred as a result of refusal or failed delivery, we reserve the right to deduct those amounts from any refund we may decide to issue.

Contact
If you have any questions about your order, please contact us at:
contact@robins-diamond.com