Returns & Refunds policy

At Grace & Stone, we want you to be completely delighted with your jewelry. If you find that your purchase is materially defective or not what you originally ordered, we offer a 14-day return or exchange window from the date your order is delivered.

Please note that while we cover the cost of shipping for your initial order, you will be responsible for the return shipping fees.

1. Eligibility for Returns

To be eligible for a return or exchange, the following conditions must be met:

• You must initiate the return request within 14 days of receiving your order.

• The item(s) must be in original, unused condition, without any signs of wear, damage, or alterations. All original packaging, materials, and documents should also be returned.

2. Review Process

Our quality assurance team will inspect the returned item(s) to ensure there are no signs of damage, wear, tear, or any alterations (including resizing) done by a jeweler other than Grace & Stone.

3. Defective or Incorrect Items

In the rare case that your item is found to be materially defective or not what you ordered, we will gladly either:

• Repair or replace the item at no additional cost to you, or

• Provide a full refund for the item.

4. How to Initiate a Return or Refund

To start the return or exchange process, please follow these steps:

• Contact our customer service team at hello@graceandstone.co.za.

• Provide a detailed description of any issues or defects with the item(s).

• Our team will guide you through the return process and help facilitate the exchange or refund.

• Refunds

4.1 Custom-Made Jewelry
Due to the personalized nature of our custom-made jewelry, all sales are final. We do not offer refunds for custom pieces unless there is a manufacturing defect.

4.2 Manufacturing Defects
If you receive an item with a manufacturing defect, please contact us within 7 days of receiving your order. Upon inspection of the product, if a defect is confirmed, we will either offer a replacement or a full refund. The defective item must be returned in its original, unused condition with all packaging intact.

5. Cancellations

5.1 Order Cancellations
Custom-made jewelry orders cannot be canceled once the production process has started. However, if the production has not begun, you may request a cancellation, and we will issue a full refund.

5.2 Cancellation Process
To request a cancellation, please contact our customer service team as soon as possible with your order number and reason for cancellation. We will confirm if the cancellation is possible and proceed with the refund if applicable.

6. Non-Refundable Items

While most of our products are covered by our standard returns policy, there are certain special designs or pieces that may not be eligible for return, or may incur non-refundable fees.

Items that are not adequately packaged or are returned with missing paperwork or product(s) will not be accepted for return.

If you choose to return an item and exchange it for another, the exchanged item will be non-returnable (unless the reason for the return is a manufacturing defect).

7.Exchanging Your Item

If you'd like to exchange your item for a different one within the 14-day return policy period, we’d be happy to facilitate this for you. Please note that the item you wish to exchange for must be of similar value. You will be responsible for covering the shipping costs to return the item.

Please note that this exchange policy does not apply to custom orders and is limited to purchases from our ready-to-wear collections available online.

8. Shipping Costs

Return Shipping: The customer is responsible for the cost of return shipping unless the item is being returned due to a manufacturing defect or an error on our part.

9. Return Process

Once we receive your returned item in original condition, it will be weighed and compared with its grading certificate (where applicable). Our quality assurance team will carefully evaluate the jewelry piece.

• If you are returning the product due to a manufacturing defect, we will issue a full refund for the price of the item.

• If you are eligible for a refund under our policy, your assigned consultant will notify you personally, and the refund will be processed within 7 business days. The refund will be issued to the original payment method, but please note that time periods and any potential bank charges will depend on your Financial Service Provider’s policies.

10. How to Prepare a Return

To ensure a smooth return process and to receive a refund, please follow these 3 steps:

• Initiate the Return
  Contact one of our consultants at hello@graceandstone.co.za to inform them of your intention to return your item(s). They will guide you through each step of the process.

• Packaging
  Please ensure you include all original packaging, certificates, and any other materials provided with your order. Do not write words such as “diamonds,” “jewelry,” “Grace & Stone,” or similar terms on the outside of the package. If you do so, we cannot be held responsible for lost or damaged items during the return process.

• Shipping Your Package
  Once your consultant provides the correct return address, please use our preferred logistics provider to return the item(s). If this is not available, please contact your consultant for assistance in arranging a suitable return method.

Important: If the return instructions are not followed as outlined above, Grace & Stone will not accept responsibility for any loss or damage to returned shipments, and we reserve the right to refuse items returned inappropriately.

If you have any questions or need assistance throughout this process, please don’t hesitate to reach out to one of our consultants who will be more than happy to help you.