SaraStones

Refunds & Exchanges

We want you to feel confident when ordering from SaraStones. If something isn’t right, we’re here to help make the refund or exchange process simple.

Simple & Straightforward

SaraStones accepts eligible refund and exchange requests within 30 days of delivery, subject to the conditions below and applicable consumer-protection laws. If something is wrong with your order, we’ll work with you to resolve it as quickly as possible.

30-Day Policy

Wrong or Defective?

If we sent the wrong item or your item arrives defective, SaraStones covers the return shipping cost.

Refunds Within 10 Business Days

Once the item is returned to our warehouse and inspected, approved refunds are processed within 10 business days.

Our Responsibility

Wrong or Defective Items

If there is a problem with the order we sent you, we’ll work with you to make it right.

Wrong Item Received

If you receive a different product from the one you ordered, please contact us before returning it.

We will provide return instructions and cover the applicable return shipping cost.

Defective or Damaged Item

If your item arrives defective or damaged, please contact us as soon as possible and provide photographs of the item and packaging where possible.

If the issue is confirmed, SaraStones will cover the applicable return shipping cost and arrange an appropriate resolution.

Other Reasons

Refunds & Exchanges by Request

Eligible items may also be returned or exchanged for other reasons, subject to the conditions below.

Changed Your Mind

If you decide that the item is no longer right for you, you may request an eligible refund within the applicable return period.

Return shipping is the customer’s responsibility.

Want a Different Item?

If you would like to exchange an eligible item for another product, return shipping is paid by the customer unless the exchange is required because of an error or defect on our side.

If the replacement item has a different price, we will confirm any price difference with you before completing the exchange.

Before Sending Anything Back

Eligibility Conditions

To help us process your request efficiently, please make sure the item meets the following conditions.

Items Should Be

Unused and unworn
In original condition
Free from customer-caused damage
With original packaging where applicable
With all included components and accessories

Contact Us First

Please do not send an item back without contacting SaraStones first.

Send us your order number and explain the reason for your request. For damaged or defective items, photographs are helpful and may be requested.

We will provide the appropriate return instructions.

Important: Items returned in a condition that is substantially different from the condition in which they were sold may not qualify for a refund or exchange, subject to applicable law.

The Process

How It Works

From your first message to the final resolution, we’ll keep the process as straightforward as possible.

Contact Us

Send us your order number and explain whether you would like a refund or exchange.

Get Instructions

We review your request and provide the appropriate return instructions.

Send It Back

Package the item securely and send it using the return instructions provided.

Inspection & Resolution

Once received, our warehouse inspects the item and we process the approved refund or exchange.

Refund Process

When Will I Receive My Refund?

Refunds are processed after the returned item reaches our warehouse and has been inspected.

01 — Item Returned

Your returned item is sent back and received at our warehouse.

02 — Inspection

Our warehouse inspects the item to confirm that it meets the applicable conditions.

03 — Refund Processed

Approved refunds are processed within 10 business days after inspection.

After we process your refund, your bank or payment provider may require additional time to make the funds available in your account.

Shipping Costs

Who Pays for Return Shipping?

When We Pay

If we sent the wrong item or the item is confirmed to be defective, SaraStones covers the applicable return shipping cost.

When You Pay

If you request a refund or exchange for another reason, such as a change of mind, the customer is responsible for the return shipping cost.

Original shipping charges are generally non-refundable for customer-requested returns, unless otherwise required by applicable law.

Custom & Personalized Jewelry

Personalized pieces require special preparation, so please check names, letters, numbers, sizes and other personalization details carefully before completing your order.

Personalized or custom-made items may not be eligible for refund or exchange simply because you changed your mind when the item has been correctly made according to the information provided.

This does not limit any rights you may have if the personalized item is defective, damaged or incorrectly made.

Natural Gemstone Variations

Natural gemstones are formed by nature, and each stone can have its own unique color, pattern, inclusions, texture and character.

Small variations between product photographs and the actual stone are therefore normal and are not necessarily considered defects.

If you believe your item has a genuine defect, please contact us with photographs so we can review the issue and help you with the appropriate solution.

Delivery Issues

What If My Package Arrives Damaged?

Take Photos

If the outer packaging is visibly damaged when delivered, please take photographs of the package and the item before disposing of any packaging.

Contact Us

Contact SaraStones with your order number and photographs as soon as reasonably possible so we can review the situation and advise you on the next steps.

Questions

Refunds & Exchanges FAQ

How long do I have to request a refund or exchange?

SaraStones accepts eligible refund and exchange requests within 30 days of receiving your order, subject to the conditions of this policy and applicable consumer-protection laws.

Who pays return shipping?

If we sent the wrong item or your item is confirmed to be defective, SaraStones covers the applicable return shipping cost. For other customer-requested refunds or exchanges, the customer is responsible for return shipping.

Can I exchange an item?

Eligible items may be exchanged within the applicable policy period. If the exchange is not caused by an error or defect on our side, the customer is responsible for return shipping.

When will I receive my refund?

Once your returned item reaches our warehouse, it is inspected. Approved refunds are processed within 10 business days after inspection. Your bank or payment provider may require additional time before the refund appears in your account.

Do I need to contact SaraStones first?

Yes. Please contact us before sending anything back. We will review your request and provide the appropriate return instructions.

Can I return personalized jewelry?

Personalized or custom-made items may not be eligible for refund or exchange simply because of a change of mind when the item has been correctly made according to the information provided. Defective, damaged or incorrectly made personalized items should be reported to us so we can assist you.

Are natural gemstone variations defects?

Natural gemstones can naturally vary in color, pattern, inclusions and texture. These natural characteristics are not necessarily defects. If you believe your item has a genuine defect, please contact us with photographs so we can review it.

What if I received the wrong item?

Please contact us with your order number and photographs of the item you received. If we sent the wrong item, SaraStones will arrange the return and cover the applicable return shipping cost.

What if my item arrives damaged?

Please photograph the package and item and contact us as soon as possible. We will review the issue and provide instructions for the next steps.

Need Help With an Order?

If you have a question about a refund, exchange, damaged item or order issue, we’re here to help.