Refund policy
Returns
We want you to love what you chose. If something isn't right, we're here to help.
Return Window
We accept return requests within 30 days of the date your order is delivered.
EU & UK Customers — Right to Cancel
If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification, under EU consumer protection law. To exercise this right, email us at contact@shopgritstone.com within 14 days of delivery. The item must be unworn, undamaged, and in its original packaging — the same conditions described below apply.
Cancel an Order Before It Ships
Changed your mind right after ordering? Email us at contact@shopgritstone.com within 6 hours of placing your order and we'll cancel it for a full refund, no questions asked — as long as it hasn't already been sent to production. After that window, please follow the standard return process below.
Eligibility
To be eligible for a return, items must be unworn, undamaged, and in their original condition and packaging.
Please note that natural gemstones and freshwater pearls will have natural variation in color, size, texture, and surface markings — including small inclusions, fine surface lines, or natural mineral marks. These are characteristics of the material, not considered defects, and are not eligible for return or refund on their own.
How to Start a Return
Email us at contact@shopgritstone.com with your order number and reason for return. We will respond within 1–2 business days with next steps. Please don't send anything back before we've confirmed your return.
Return Shipping
Return shipping costs are the buyer's responsibility unless the item arrives damaged, defective, or incorrect. We recommend using a tracked shipping method, as we cannot be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we'll process your refund within 5–7 business days to your original payment method.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or isn't what you ordered, email us within 14 days of delivery with your order number and:
- A clear photo of the item showing the issue
- A clear photo of the original shipping packaging
We'll send a free replacement or issue a full refund at no cost to you — no need to ship the item back. Claims submitted after 14 days, or without photos of the item and packaging, may not be eligible.
Manufacturing Defects
Manufacturing defects are covered for 12 months from delivery.
- Not covered: ordinary wear, such as an elastic cord naturally loosening over time — this can be replaced with a standard elastic cord, available through most jewelry supply or craft retailers.
- Covered: issues unrelated to normal wear, such as a bead coming loose, a clasp or logo tag failing, or a knot separating on a hand-strung piece.
If you notice a covered issue, email us a photo within 12 months of delivery. As hand-strung pieces aren't something we're able to repair remotely, we'll make it right with either a free replacement (the same or a comparable style, depending on availability) or a discount code toward a future order.
Non-returnable Items
Custom or personalized orders are final sale and cannot be returned.
Contact
Questions about a return, exchange, or cancellation? Email us at contact@shopgritstone.com and we typically reply within 1–2 business days.