Effective Date: October 16, 2026
At GoldHearted Jewelry LLC, we want customers to feel confident purchasing our work. Because we sell a combination of standard collection pieces, made-to-order jewelry, personalized jewelry, and fully custom commissions, return eligibility depends on the type of item purchased.
For questions about a return, refund, repair, or order issue, contact:
goldheartedjewelryco@gmail.com
Please contact GoldHearted before shipping any jewelry back. Do not send a return to an address without first receiving return instructions from GoldHearted.
Standard GoldHearted collection pieces that have not been customized or personalized may be eligible for return within 14 calendar days of confirmed delivery.
This includes standard catalog pieces that were already in stock as well as standard GoldHearted collection designs produced on a preorder or made-to-order basis, unless the product was clearly identified as Final Sale before purchase.
To qualify for a standard return:
The return request must be made within 14 calendar days of confirmed delivery.
The jewelry must not have been worn beyond a reasonable try-on.
The jewelry must not have been altered, resized, engraved, modified, damaged, or repaired by another jeweler.
No stones or jewelry components may be missing.
All jewelry components originally included with the order must be returned.
Proof of purchase or another method allowing GoldHearted to verify the original order is required.
Pierced earrings must be unworn and must not have been inserted into the ear unless the return relates to a defect or an incorrect order.
GoldHearted may inspect all returned jewelry before approving a refund.
Normal shipping charges are not refundable unless the return resulted from an error by GoldHearted or an approved defective/damaged-item claim.
Unless GoldHearted confirms otherwise in writing, the customer is responsible for the cost and safe delivery of an ordinary return to GoldHearted. We strongly recommend using a tracked and insured shipping method.
Approved refunds will be issued to the original payment method.
GoldHearted does not charge a restocking fee for an approved standard return.
The time it takes for a refund to appear after GoldHearted issues it depends on the customer's bank or payment provider.
Standard, non-custom merchandise purchased on sale remains eligible under the 14-day return policy unless the item was clearly identified as Final Sale before purchase.
Items marked Final Sale before purchase are not eligible for ordinary return except where required by law or where the item qualifies for an approved defect, damage, or incorrect-order claim.
The following are generally Final Sale once production begins:
Fully custom jewelry
NameChain orders
Personalized jewelry
Engraved jewelry
Customer-requested resized or altered jewelry
Jewelry manufactured to customer-specific measurements or specifications
Other pieces materially modified at the customer's request
Custom-order cancellation and deposit rules are explained in the Custom Jewelry & Deposit Terms.
Final Sale does not eliminate a customer's rights where an item:
arrives damaged,
contains a verified manufacturing defect,
is materially different from the customer-approved design,
is incorrect because of a GoldHearted error, or
must otherwise be remedied under applicable law.
If an item arrives damaged, appears defective, or is materially different from what was ordered or approved, contact GoldHearted as soon as reasonably possible at:
goldheartedjewelryco@gmail.com
For shipping damage, we strongly recommend contacting us within 48 hours of delivery and keeping:
the jewelry,
original shipping packaging,
box or mailer,
labels,
and any other packaging materials.
GoldHearted may request photographs, video, order information, or return of the piece for inspection.
Depending on the circumstances, GoldHearted may provide an appropriate repair, replacement, correction, refund, or other remedy.
A receipt, Shopify order record, order number, email confirmation, or another purchase-verification method accepted by GoldHearted is required for a normal refund.
If GoldHearted cannot verify the purchase, a refund may be denied.
GoldHearted understands that precious metals and jewelry can retain value long after the ordinary return period has ended.
Customers who are outside the 14-day return window may request a GoldHearted Reclaim Review.
A Reclaim Review is not an extension of the return policy and does not guarantee a refund, repurchase, exchange, or store credit.
Depending on the jewelry's:
condition,
metal content,
stone content,
current precious-metal market value,
repair needs,
recoverable materials,
resale potential,
and other relevant factors,
GoldHearted may voluntarily offer:
a buyback,
store credit,
recycling or precious-metal reclamation,
paid repair,
redesign opportunities,
or another arrangement.
All Reclaim offers are discretionary and must be accepted by both GoldHearted and the customer before the transaction proceeds.
Until a dedicated Reclaim request form is available, customers may contact:
goldheartedjewelryco@gmail.com
Customers must receive return instructions from GoldHearted before sending jewelry back.
GoldHearted is not responsible for unauthorized return shipments sent without prior instructions.
For ordinary eligible returns, the customer is responsible for return shipping unless GoldHearted agrees otherwise.
For a confirmed GoldHearted error or approved workmanship/warranty issue, GoldHearted may provide or reimburse reasonable tracked and insured return shipping.
GoldHearted reserves the right to refuse a return, refund, exchange, warranty claim, or Reclaim request where there is evidence of:
fraud,
chargeback abuse,
intentional damage,
altered merchandise,
substituted merchandise,
misrepresentation,
or other abuse of these policies.
Nothing in this policy limits rights that cannot legally be waived.
Customers may request a written copy of this Return & Refund Policy by contacting:
goldheartedjewelryco@gmail.com
GoldHearted Jewelry LLC reserves the right to update this policy prospectively. The policy applicable to an order will be the policy presented or made available in connection with that purchase, subject to applicable law.