Refund policy
Last updated: October 5, 2026
If anything is not right with your order, write to us first at support@joydiamondjewelry.com. We read every message ourselves and reply within one business day.
14-day returns
You may return a piece within 14 days of delivery for any reason, as long as:
- it is unworn, undamaged and unaltered;
- it comes back with its Joy certificate, any stone report, and the original box and packaging.
To return a piece, email us within the 14 days with your order number. We send you an insured return label; its cost is deducted from your refund, and we tell you the amount before you agree. Please do not send a piece back without our label: jewelry must travel insured and with the right customs papers.
Pieces that cannot be returned for a change of mind
- engraved or otherwise personalized pieces;
- rings resized at your request, or made in a size outside the standard range;
- solitaire rings made with the stone you chose on our Design Your Own Solitaire pages, and pieces made with a stone you selected for a private commission;
- piercings and earrings whose hygiene seal has been opened.
These exclusions never apply to a piece that is faulty, damaged or not as described (see below).
Your refund
When the piece reaches our atelier we inspect it within 2 business days and refund you to your original payment method. For a change-of-mind return we refund the price of the piece less the shipping both ways: the original delivery (also when your order shipped free) and the insured return label. The import duties paid at checkout are not refunded, unless we are able to recover them from customs. We tell you these amounts before you send the piece back. Your bank may take a few days to show the refund.
Exchanges
To exchange a piece for another model, size or option, email us within the 14 days and return it with our insured label. Only the return label is deducted: the price of the piece and the import duties you paid go toward your new piece as store credit. Exchanges follow the same conditions and exclusions as returns.
Faulty, damaged or not as described
If a piece is faulty, arrives damaged, or is materially not as described, we repair it, replace it or refund it in full, including all shipping and import charges, at no cost to you. This applies to every piece, including personalized and custom-sized ones, and is not limited by the 14-day window.
If a parcel or piece arrives damaged, tell us within 48 hours of delivery with photographs of the outer packaging, the piece and the courier label, so that we can file the insurance claim. For a fault you notice later, write to us when you notice it; our Limited Warranty and your legal rights apply.
Cancellation before dispatch
You may cancel any order before it is dispatched and receive a full refund within 5 business days. Email support@joydiamondjewelry.com with your order number.
Your legal rights
Nothing in this policy limits any consumer right that cannot be waived under the law that applies to you. Where this policy and such a right conflict, the law prevails.
Contact
Joy Diamond Jewelry, a trading name of Guild 79 LLC
30 N Gould St, Ste N, Sheridan, WY 82801, United States