return refund policy
Last updated: September 25, 2026
If a piece is not right for you, this policy explains what you can do about it. Please read it before ordering.
It covers two separate situations, and the rules differ between them:
- You changed your mind — you pay to send it back.
- The piece arrived faulty, damaged or wrong — we pay, and in most cases you keep it.
Nothing here removes any statutory right you have under the consumer protection law that applies where you live. Where that law gives you more than this policy does, the law applies.
At a glance
| Return window | 30 days from delivery |
| Cancellation window | 1 hour from ordering |
| Who pays return postage | You, for a change of mind. Us, if the item is faulty, damaged or incorrect |
| Original $5.00 shipping charge | Refunded only if the piece was faulty, damaged or incorrect |
| Restocking fee | None |
| Refund method | Original payment method, in CAD |
| Refund time | Within 14 days of us receiving and inspecting the return |
| Where returns go | Our fulfilment partner's facility in Asia — address supplied after approval |
Changing your mind
You have 30 days from delivery to request a return. Requests after that cannot be accepted.
To be accepted back, a piece must be unworn and unused, undamaged and free of scratches, in its original condition and packaging, and complete with any tags or extras that came with it.
You are welcome to try a piece on to see how it looks and sits — that is what a shop would let you do. If it comes back with a minor loss of value beyond that, we may reduce the refund to reflect it, and we will always tell you before we process anything.
What cannot be returned for a change of mind:
- Personalised or engraved pieces
- Pierced earrings, once the sealed hygiene packaging has been opened
- Pieces damaged through improper use
These exclusions never apply to a faulty or incorrect item.
Faulty, damaged or incorrect pieces
This applies to everything we sell, with no exceptions.
If a piece arrives faulty, damaged in transit or different from what you ordered, email info@susan-jewelry.com within 30 days of receiving it, with your order number and a photograph of the problem.
You are entitled to a replacement or a full refund — your choice. We cover the cost, and in most cases we will not ask you to send the piece back at all.
A genuine manufacturing fault can also show up later. If that happens, contact us. Depending on the piece, how long you have had it and the nature of the fault, you may be entitled to a repair, replacement or partial refund, and your legal rights continue for as long as the law where you live allows.
A fault means a real defect in materials or manufacture. Normal wear, accidental damage, misuse and the natural ageing of a piece are not faults.
How to start a return
Email info@susan-jewelry.com with your order number, your name, which piece or pieces, the reason, and photos if the item is damaged.
We will reply within 24 hours on business days with the return address and instructions.
Please do not post anything before you have that confirmation. Returns sent without approval, or to any other address, cannot be processed.
Return postage
Approved returns go to our fulfilment partner's facility in Asia. We will give you the full address when we approve your request.
For change-of-mind returns you pay the postage. We cannot supply prepaid labels or quote the cost in advance, as it depends on your carrier and where you are. Use a tracked service and keep your proof of postage — the piece remains your responsibility until it reaches us, and we cannot refund a return we never receive.
Parcels sent cash-on-delivery or with unpaid charges will be refused.
Talk to us first. If sending a piece back would cost a large share of what you paid for it, tell us before you post anything and we will look for a better answer together.
Refunds
Once your return arrives we inspect it and tell you the outcome.
Approved refunds go back to your original payment method, in Canadian dollars, within 14 days of us receiving and inspecting the return. Your bank may take a few more business days to show it.
For a change-of-mind return, the $5.00 shipping charge from your original order is not refunded — only the price of the pieces. If the return is because a piece was faulty, damaged or incorrect, we refund the shipping charge as well.
If a return does not meet the conditions above, we contact you before doing anything. You can ask us to send it back at your cost, or accept a partial refund. If we do not hear from you within 14 days, we treat the piece as abandoned.
Exchanges
Want a different piece? Contact us within the 30-day window. The quickest route is to return the original and order the new one, rather than waiting for an exchange to be processed. Subject to availability.
Contact and company information
Email: info@susan-jewelry.com
Contact form: susan-jewelry.com/pages/contact
Shop name: Susan's Jewelry
Company: RTD Commerce LLC
Company number: 2026-001987922 (State of Wyoming, United States)
EIN: 98-1942590
Registered address: 30 N Gould St Ste R, Sheridan, WY 82801, United States — not a return address
Support hours: Monday to Friday, 9:00 AM – 5:00 PM (EST)