Refund policy

Return and Refund Policy

Exchanges for merchandise store credit are accepted within 14 days of purchase on eligible, in-stock items. We do not offer cash, debit, or credit card refunds for buyer's remorse or changed minds; all approved returns will be issued exclusively via merchandise store credit.

How to Process a Return or Exchange

The fastest and primary way to process your return is to visit our Brookline storefront in person.

  • In-Store Walk-ins (Recommended): Bring your item directly to our shop along with your original receipt. If you do not have your physical receipt, we can look up your purchase using your contact information (name and phone number) or original payment record.

  • By Email: Alternatively, you can initiate a return inquiry ahead of time by emailing us at sales@jewelryexpressworks.com.

Please note: Because all final custom hand-offs, bench evaluations, and store credits are processed directly through our shop, all approved returns and credit vouchers must be finalized in person at our physical storefront:

Jewelry Express Works, Inc. 211 Washington St, Brookline, MA 02445

Eligibility and Conditions

To be eligible for a store credit return or exchange, your item must be in the exact condition that you received it: unworn, undamaged, unaltered, and in its original packaging.

In accordance with our shop terms, if a returned item has been sized elsewhere, altered, repaired by a third party, or shows signs of wear, the return will be rejected entirely.

Exceptions & Non-Returnable Items

Certain products, custom labor, and completed bench services cannot be returned, exchanged, or issued store credit under any circumstances. Non-returnable items and services include:

  • Custom Jewelry & Bespoke Orders: Custom engagement rings, custom wedding bands, special orders, personalized pieces, and fine engravings.
  • Custom Design & Sourcing Deposits: Custom design deposits ($350 In-House & Lab-Grown deposit and $500 Vault natural gemstone deposit) cover non-recoverable bench CAD labor, physical 3D resin printing, and insured transit costs once initiated. Deposits are strictly non-refundable in cash, but 100% of your deposit transfers toward your finished piece or an alternate custom project.
  • Bench Services: Completed jewelry repairs, watch services, ring resizings, and fulfilled same-day labor.

Damages and Issues

Please inspect your item upon receipt and visit us immediately if an item appears defective or damaged so that Igor can evaluate the piece at our bench and make it right. Under Massachusetts law, verified defective merchandise is eligible for repair, replacement, or refund.

Restocking Fees for Eligible In-Stock Items

In-stock, ready-to-wear engagement rings and select finished gold jewelry returned for store credit within 14 days of purchase are subject to a standard restocking fee ranging from 10% to 20%. This fee covers administrative processing and the bench labor required to clean, polish, and restore the item to pristine, sellable condition.

Custom Pickup & Sizing Terms

  • Complimentary Sizing Window: Every custom engagement ring crafted on our bench includes one complimentary resizing within 30 days of pickup to ensure a perfect fit.
  • Completed Custom Pickup: Completed custom pieces must be picked up and paid in full within 60 days of completion notification unless prior arrangements are made. Unclaimed custom pieces beyond 90 days may be subject to restocking or disassembly to recover material costs.

Processing and Bank Times

When a statutory, non-custom defect refund is officially approved by management under MA law and processed on our credit terminal, processing is initiated immediately. Please allow 5 to 10 business days for the funds to clear banking networks and post to your card statement. Standard store credit returns are issued immediately in-person via store voucher.