Refund and Returns Policy
At Kegan Design Jewelry, our mission is to enhance your shopping experience and ensure you feel comfortable and confident with every purchase. So we offer a return and exchange policy.
Stock Item Refund Policy
For stock items, if you are not completely satisfied with your purchase, you may return the unused item in its original condition within 30 days of receiving the product. We will issue a full refund, excluding shipping costs. Please ensure the item is in its original, unused condition, with no signs of wear, damage, or alteration.
Custom Product Refund Policy
Each custom piece of jewelry is 100% personalized and created specifically for you. As such, once production has begun, we cannot accept returns or offer a full refund, as these items cannot be restocked for resale to other customers. To ensure your complete satisfaction, we send you all design proposals, 3D mockups, mold-making, and production videos for your confirmation before beginning the production process.
Once you approve the final design and we begin making the mold, we are unable to accept a full refund or cancellation. If you wish to cancel a custom order after production has started, we cannot issue a full refund due to the fees already paid to the designer to begin the creation of your custom product. However, we may offer a partial refund of 40% depending on the specific circumstances.
We highly encourage you to review all personalized design details before finalizing your order to ensure that the final product meets your expectations. If you have any questions, please do not hesitate to contact our customer service team, and we will be happy to assist you.
Return & Exchange Instructions
Authorization Required: Returns without prior authorization will not be accepted.
Return Time Frame: Returns and exchanges must be made within 30 days from the date you receive your original order.
Original Condition: All items must be returned in their original, unused condition, with no signs of wear, scratches, or alterations.
Shipping Method: Please use your local post office to return the items. If the returned item is sent through a different carrier and we do not receive the parcel, the buyer will bear the loss.
Promotional Gifts: If the returned item was accompanied by a promotional gift, the gift must also be returned. Otherwise, the retail value of the promotional gift will be deducted from your refund.
Additional Notes
The return address may be different from the address on your package. Please contact customer service first to obtain return authorization.
Items marked as “engraved,” “customized,” “personalized,” “photo,” “custom jewelry,” or as “final sale” are not eligible for return or exchange.
Return and reshipping costs are the responsibility of the buyer.
While you may have received free or discounted shipping, the original shipping fee is non-refundable. If your order was eligible for free shipping, the original shipping cost will be deducted from the refund.
For orders shipped to the United Kingdom and EU countries, 20% Value-Added Tax (VAT) will be deducted.
Once the product is delivered and the transaction is completed, any customs insurance related to the order will not be refunded in the event of after-sales issues.
Replacement Circumstances
KeganDesignJewelry will send a replacement product under the following circumstances:
Incorrect Item Received: If the customer receives the wrong item.
Item Defective or Incorrect: If the item is broken, defective, or has an incorrect engraving. For broken or defective items, customers must contact KeganDesignJewelry customer service within 48 hours of receiving their order.
Refunds
Refunds and exchanges will be processed within 7 business days once we receive the returned item. Refunds will be issued to your original payment method.
Please Note
The standard shipping rate before any discounts is non-refundable.
Although you may have received free or discounted shipping, we incur the original shipping cost for every order. Therefore, the original shipping cost is non-refundable.
