Product correction policy

Last updated: August 14, 2026

If a piece is not right, we fix it. This policy sets out what counts as something we correct, how quickly we respond, and what it costs you, which is nothing.

What this covers

  • Manufacturing faults: structural or material flaws, setting or workmanship errors.
  • The wrong item, the wrong size, or missing components.
  • A piece that differs materially from how it was described or specified.
  • Damage that happened in transit or from packaging.
  • A stone that does not match the grading stated on its product page.

What this does not cover

  • Small variations in finishing, texture, proportion or surface. Our pieces are finished by hand and no two are identical. This is not a fault.
  • Damage caused after delivery by wear, impact, chemicals or improper storage.
  • Normal wear over time.
  • Work done by another jeweller. Once a third party has resized, repaired or altered a piece, we can no longer stand behind it.

How to report it

Email us with your order number, a description of the problem, clear photographs showing it, and what outcome you would prefer. Photographs matter more than words here, and they usually let us resolve it without a second exchange of emails.

How quickly we respond

  • We acknowledge your report within one business day.
  • We give you a resolution plan within two business days of having everything we need.
  • Replacements are dispatched within two to three business days of the returned piece arriving, or immediately where a return is not needed.
  • Refunds, where that is the outcome, are issued within 5 to 10 business days.

How we put it right

Depending on the problem and on what you would prefer, we will repair the piece, replace it, or refund it. Where a replacement is not available we will discuss alternatives with you rather than decide for you.

What it costs

Nothing. Where a correction is covered by this policy, we pay shipping in both directions and there are no handling or restocking charges.

Time limit

Report the problem within 30 days of delivery. Beyond that we will still look at it, but we cannot promise the same outcome.

Your legal rights

This policy is in addition to your rights under Canadian consumer protection law and the law where you live. Where those rights give you more, they apply.