Policy Overview
At The Jewelry Vault, transparency is the foundation of everything we do. Every piece we sell is clearly described so you always know exactly what you are buying. We do not accept returns for a refund. If a piece is not right for you, you can exchange it for another piece or for store credit, as outlined below.
- No Refunds: All sales are final. Approved requests are resolved by exchange or store credit only.
- Exchange Window: Exchange and store credit requests must be initiated within 7 days of the delivery date.
- Condition Requirement: All items must be unused, unworn, and in original condition with valid proof of purchase.
All requests must be submitted before the eligibility window expires. Requests made after 7 days will not be accepted.
Exchanges
If you would like to exchange your piece for a different item, we are happy to help, provided the following conditions are met:
- The request is initiated within 7 days of the delivery date
- The item is unused, unworn, and in its original condition
- Valid proof of purchase is provided
Exchanges are processed within 3–5 business days of us receiving and inspecting your piece. If the new piece is higher in value, you are responsible for the difference. If it is lower in value, the difference will be issued as store credit.
Wrong or Damaged Items
If something went wrong on our end, we will make it right:
- You received the wrong item: the piece delivered does not match what you ordered
- Your item arrived damaged: the piece arrived in a condition not caused by you
Contact us within 7 days of delivery with your order number and photos clearly showing the issue. Once we receive and inspect the piece, we will send you the correct piece or a replacement. If you would rather choose something else, you may exchange it for another piece or for store credit instead.
Store Credit
Store credit is available in place of a direct exchange in the following cases:
- The piece you want to exchange for is no longer available
- You prefer store credit over a direct exchange
- The piece you exchange for costs less than the one you sent back
Store credit is issued at the full purchase price of your piece and can be applied toward any future purchase at The Jewelry Vault. Store credit does not expire and cannot be redeemed for cash.
Final Sale Items
The following items are final sale and cannot be exchanged or credited under any circumstances:
- Earrings: for hygiene reasons, all earring sales are final
- Custom or resized pieces: any item that has been altered, engraved, or customized to your specifications
- Final sale and discounted items: any piece marked as final sale or purchased at a discounted promotional price
- Gift cards: all gift card sales are final and non-refundable
These exclusions are clearly noted at the time of purchase so there are never any surprises.
How to Request an Exchange
- Contact us within 7 days of delivery. Reach out via email or phone with your order number, the reason for your request, and photos if applicable.
- Receive approval and instructions. We will review your request and respond within 2 business days. No items should be shipped back until you have received written approval from us.
- Ship your piece to us. Once approved, send your piece via FedEx or UPS with tracking and insurance. Shipping costs for sending your piece to us are the customer's responsibility. We are not responsible for lost, stolen, or undelivered shipments to us. Please keep your tracking number on file.
- We inspect and process. Once we receive and inspect your piece, your exchange or store credit will be completed within 3–5 business days.
Order Cancellation Policy
We begin processing orders quickly to ensure fast delivery. Please review the following before requesting a cancellation:
- Orders cannot be canceled once they have entered fulfillment or have been shipped
- Approved cancellations will receive store credit only; refunds are not available for canceled orders
- Cancellation is not guaranteed once order processing has begun
- To request a cancellation, contact us immediately after placing your order. The sooner you reach out, the better the chance we can accommodate it
Important Notes
- Packaging: Items must be securely packaged when sent to us. Pieces damaged in transit due to improper packaging may be rejected.
- Shipping Responsibility: The Jewelry Vault is not responsible for lost or damaged shipments sent to us. Always ship with tracking and insurance.
- Policy Abuse: Abuse of exchange privileges may result in refusal of future exchange requests.
- Our Discretion: The Jewelry Vault reserves the right to deny any exchange or store credit request that does not meet the conditions outlined in this policy.
Ready to start an exchange or have a question? We are here to help.
Email: sales@jewelry-vault.com | Phone: (520) 222-6654