Returns & Exchanges Policy
We want you to feel confident in your purchase. If your item is eligible for return or exchange, please contact us within 30 days of delivery to request return authorization.
Items returned without prior authorization may not be accepted.
Return Eligibility
To be eligible for a return, items must be:
- Unworn and unused
- In their original condition
- Free from signs of wear, damage, alteration, or improper care
- Returned with all original packaging, pouches, tags, accessories, and certificates, where applicable
Items that do not meet these conditions may not be accepted for return or exchange.
Returnable Items
Standard ready-to-ship items are eligible for return or exchange within 30 days of delivery, provided they meet the return eligibility requirements above.
Non-Returnable Items
The following items are final sale and are not eligible for return or exchange:
- Customized or made-to-order pieces
- Necklaces made or adjusted to a selected custom length
- Pieces with upgraded, specially selected, or customized clasps
- Items that have been shortened, lengthened, engraved, altered, or specially modified
- Earrings, for hygiene reasons
- Gift cards
- Final sale items
Custom and made-to-order pieces are created specifically for each customer and cannot be returned or refunded unless the item is defective, damaged upon arrival, or incorrect due to our error.
Exchanges
Eligible ready-to-ship items may be exchanged depending on availability.
If the replacement item is higher in price, the customer is responsible for the price difference. If the replacement item is lower in price, the difference may be refunded after the original item has been received and inspected.
Customized items, selected custom lengths, upgraded clasp options, and earrings are not eligible for exchange unless the item is defective, damaged upon arrival, or incorrect due to our error.
Return Shipping
Customers are responsible for return shipping costs unless the item received was incorrect, defective, or damaged upon arrival.
We recommend using a trackable and insured shipping service. Saei Jewelry is not responsible for return packages that are lost, delayed, or damaged in transit.
Original shipping fees are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@saeijewelry.com with your order number and clear photos of the item, packaging, and shipping label.
After reviewing the issue, we will provide a suitable resolution, which may include repair, replacement, exchange, or refund depending on the situation.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to process the refund.
Items that are returned worn, damaged, altered, missing original packaging, or outside the approved return window may be refused or subject to a partial refund at our discretion.