Refund policy

Last updated: October 18, 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 three 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 or do not need to send it back.
You are unhappy with the quality of a piece that is not faulty. You choose the solution.

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	As long as your order has not been processed
Who pays return postage	You, for a change of mind. Us, if the item is faulty, damaged or incorrect
Restocking fee	None
Refund method	Original payment method, in CAD
Refund time	Within 14 days of us receiving and checking the return
Where returns go	Our international warehouse. We give you the address after your request is confirmed

Changing your mind

You have 30 days from delivery to request a return, with no reason needed. Requests after that cannot be accepted.

Please send the piece back unworn and unused, undamaged, with any tags or extras that came with it, and in its original packaging where possible.

You are welcome to try a piece on to see how it looks and sits, as a shop would let you. If it comes back with a 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

We state this exclusion clearly on the product page before you order. It never applies 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@susans-jewelry.com with your order number and a photo of the problem (outside the packaging).

You can choose:

a free replacement, with shipping paid by us;
a partial refund, and you keep the piece;
store credit for a future order. It does not expire and can be used on one order.

If you want none of these, or a replacement is not possible, we refund the full amount. As a rule you do not need to send the piece back. If we do ask for a return, we pay for it and refund you once we receive it.

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.

12-Month Finish Promise

If the colour or plating of your piece wears off under normal use within 12 months of delivery, contact us at info@susans-jewelry.com with your order number and a photo of the affected piece.

For an eligible claim under this promise, we will arrange a replacement. You pay only the actual shipping cost, with no handling fee or charge for the replacement piece. Shipping costs vary depending on the product and shipment. The amount you pay will always be less than CAD $20 per replacement piece.

We confirm the total shipping cost for your case before dispatch and only charge it with your agreement. You can decline the paid replacement. When multiple pieces are shipped together, we charge the actual shipping cost once for the parcel, not a separate shipping fee for each piece. The total charge will remain below CAD $20 multiplied by the number of replacement pieces in that shipment.

This promise covers loss of colour or plating under normal use. It does not cover accidental damage, misuse, exposure to damaging chemicals, or damage unrelated to the colour or plating.

This promise is separate from our 30-day return policy and does not limit your statutory rights. If the problem is a genuine manufacturing defect, or the piece arrives faulty, damaged or incorrect, the remedies described in the Faulty, damaged or incorrect pieces section apply. We do not charge replacement shipping where we are required to provide a remedy at no cost under applicable law. Your legal rights may continue beyond the 12-month period.

Unhappy with the quality

If a piece is not faulty but is not what you expected in quality, tell us. We try to find a solution that works for you, and you choose:

a partial refund and you keep the piece;
store credit for a future order;
or return it for a full refund. In that case you pay the return postage.

How to start a return

Email info@susans-jewelry.com with your order number, your name, which piece or pieces, and the reason. For a faulty or damaged piece, add photos.

We confirm your request within 24 hours and send you the return address and instructions.

Please do not send anything before you have that confirmation. A piece sent without confirmation, or to any other address, including the address on your parcel, your order or our company information, cannot be processed, and we are not responsible for it.

Return postage

Returns go to our international warehouse. We give you the address, the shipping method to use and how to handle customs (for example, "DDP", where duties are prepaid) in our confirmation. Please follow those instructions.

For a change of mind, 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.

If customs or import charges apply to your return because the instructions were not followed, they are for your account, and we may deduct them from your refund. We tell you first.

Parcels sent cash-on-delivery or with unpaid charges are 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

Refunds go back to your original payment method, in Canadian dollars, at no cost to you.

When the piece is returned: within 14 days after our warehouse receives and checks it. Your bank may take a few more business days to show it.
When no return is needed (for example a faulty or damaged piece): within 14 days of you telling us which solution you choose.
Cancelled before processing: within 14 days of the cancellation, for the full amount including shipping.

Original shipping cost (CAD $5): for a return because you changed your mind, we refund the price of the piece or pieces, but not the original shipping cost. If the piece arrived faulty, damaged or incorrect, or if you cancel before your order is processed, we refund the full amount, including the CAD $5 shipping.

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.

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. If a different piece is sent, we may ask for a contribution to the shipping cost, and we tell you the amount in advance. Subject to availability.

Cancelling an order

You can cancel as long as your order has not been processed. Email info@susans-jewelry.com with the subject line CANCEL – [your order number]. If your order has already been processed, you can return the piece after delivery under this policy.

Delivery problems

If tracking shows your parcel as delivered but you did not receive it, check with those at your address and your neighbours, and contact us within 7 days. We investigate with the carrier. More details are in our Shipping Policy.