Refund policy
Last updated: September 6, 2026
Every piece is made after you order it. A stone is sourced and set for you specifically, so we do not accept returns for a change of mind. What we do cover, without argument, is a piece that arrives faulty, damaged, incorrect, or not as we described it.
If something is wrong with your piece
Tell us within 30 days of delivery and we will repair it, replace it, or refund it. You choose which.
Email care@goldandrichie.com with your order number and photographs of the problem. Photographs almost always save a round trip. We reply within one business day.
If we ask you to send the piece back, we pay the return shipping and the insurance, and we send you a prepaid label with instructions. Please wait for our written confirmation before posting anything. We cannot take responsibility for a parcel we were not expecting, and jewellery in transit needs insuring properly.
What is not covered
- A change of mind, or a piece that is not what you pictured. Ask us anything before you order, whether that is sizing, stone size, or how a shape sits on the hand, and we will answer honestly.
- Ordinary wear: scratches, dulled polish, a claw bent by an impact.
- Damage from accident, misuse, or work done by another jeweller.
- Loss or theft after delivery.
- A size that was specified incorrectly when the order was placed.
Sale items are covered like everything else. A faulty piece is faulty whatever you paid for it.
Cancelling before it is made
Production usually starts within a day of your order. Until a stone has been sourced or work has begun, you can cancel for a full refund. Email us straight away and we will confirm in writing. After that the materials are committed and the piece is being made for you. Our Cancellation policy covers this in full.
Refunds
Approved refunds go back to the original payment method within 10 business days of us receiving and inspecting the piece. Your bank may take a few days more to post it. If 15 business days have passed since we approved a refund and you have not seen it, email care@goldandrichie.com and we will chase it.
A refund covers everything you paid us, including the shipping, insurance and import charges built into the price. There is no restocking fee.
If you are in the European Union or the United Kingdom
Consumers there have a statutory right to cancel a distance purchase within 14 days of delivery, for any reason, and that right stands above anything on this page. The piece must come back unworn and in its original packaging.
goods applies to your pieces. If it does, this section narrows considerably.
If you are in the United States
Nothing on this page limits any right you have under the law of your state.
the point of sale rather than only on a policy page. Your product pages already carry the returns paragraph, which probably satisfies this, but it is worth confirming.
How to reach us
care@goldandrichie.com for orders, returns and faults. hello@goldandrichie.com for everything else. +1 (672) 888-2546
Gold & Richie, 1516 Davie St, Vancouver, British Columbia V6G 1V6, Canada