Jewellery Returns
Sitaragem is committed to providing superior products and service to our customers. That is why, we offer a 30-day Guarantee on our regularly priced Jewellery. If for any reason you are not completely satisfied with your purchase, you have 30-days (starting from the day you receive your shipment) to return your order for refund*.
*Some conditions apply, please see our Terms and Conditions below.
Return Instructions
Step 1. Contact Us. You must contact Sitaragem for a Return Merchandise Authorization number (RMA #).
For your RMA #, please use our Customer Support Center for fast and easy correspondence. Select "Submit a Support Ticket" and choose "RMA Request - Returns" for your category. Be sure to give your invoice number and reason for return.
Step 2. A representative will be in contact with you with all the required forms and information to send back your item(s).
Notes:
Merchandise returned is the responsibility of the sender until it is signed for by Sitaragem. Sitaragem is not responsible for return items lost or damaged while shipping.
Our laboratory will inspect and verify the condition of the item once we receive the return. Returns usually take 4-8 business days to process upon receipt of the item. When the item has passed inspection, a credit will be issued to your original method of payment.
► Terms and Conditions (click to view)
- The original Sitaragem tag must still be on the item in order for refunds to be processed.
- Returns without a valid Authorization number (RMA #) will be returned back to sender.
- All Custom orders, special orders, and sale items are not covered by our 30 day guarantee. However, we do guarantee the mounting workmanship for the 30-day period.
- Custom orders, clearance items and engraved items are Final Sale. Special order, items on sale (marked in red), exclusive sale offerings, special promotions and made to order items are exchange only.
- All Returns (excluding exchanges) are subject to a 15% restocking fee of the original selling price. This is due to unrecoverable merchant fees, processing and shipping costs
- Priority shipping/handling/rush service costs incurred by Sitaragem, for shipping the item, will be deducted from the refund amount.
- All Free gift(s) with purchase must be returned with products which are to be refunded. Failing to return the Free gift(s) will result in a fee for the replacement amount.
- Sitaragem is not responsible for Shipping, handling (including Rush Service, and insurance charges) for shipping the returned item back to us. Any shipping charges incurred, are not refundable.
- Items showing signs of being worn or those that have been engraved, altered, resized (by a jeweler other than Sitaragem), or damaged in any way cannot be accepted for return.
- If an order from a customer is processed and shipped and the package comes back to us marked “Refused”, "Unclaimed" or "Return to Sender", a 25% restocking fee will be charged on the total amount of the merchandise.
- Failing to return the gift box and related packaging will result in a fee for the replacement amount.
- For customers outside of Canada who returned merchandise for a refund or credit, we do not refund any local taxes or import duties that were incurred. Please file a claim for the refund of taxes or import duties with your Customs and or Government agency.
- We will not accept any returns that have customs fees. The return will be refused and sent back to sender.
- Any jewellery items received after the 30 day refund period will not be accepted for refund.
- If you'd like to cancel an order, please use our Customer Support Center as soon as possible. Select "Order Cancellation" for your category. Due to unrecoverable processing fees, a 10% restocking fee applies to order cancellations. If the order status has updated to "In Production", then a 15% restocking fee will apply. This is due to the fact that we have already begun creating your item and cannot recover the labour and materials used to do so. If the status has been updated to "Ready to Ship" or "Shipped", we cannot cancel the order. Special Order items cannot be changed or cancelled once in production. Refer back to the return form for complete return details once you receive the package.
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