Refund policy

Returns
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted
- Any item not in its original condition is damaged for reasons not due to our error
- Any item that is returned more than 30 days after delivery

**On-sale items and Last Chance Section items are NOT eligible for returns or refunds.



Refunds
Once we receive and inspect your return, we will email you to notify you that we have received your returned item. We will also email you to let you know whether your refund has been approved or rejected. 
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a few days.

 

Late or missing refunds
If you haven’t received a refund yet, first recheck your bank account.
Then contact your credit card company. It may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at hello@veroniqueroyjwls.com.



Sale items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded or exchanged. Exchange is only possible if the jewelry has a fabrication default.

 

Gold Jewelry, Custom Orders and Bespoke Jewelry

All solid gold jewelry, including gold rings, wedding bands, engagement rings, and any jewelry made to order (no matter the metal), is a final sale and is not eligible for returns, refunds, or exchanges.

Because each gold piece is handcrafted specifically for you according to your chosen size, metal, and design options, we are unable to restock or resell these items.

To help you order with confidence, we offer one complimentary ring resizing for gold rings, including shipping costs. If you are unsure of your ring size before ordering, we encourage you to contact us or book an appointment at our Montreal studio for professional sizing. This can be done after the proposal.

Custom-made and bespoke jewelry are also final sale. These projects are designed and created specifically for each client and therefore cannot be returned, refunded, or exchanged.

For custom jewelry projects, a non-refundable deposit of 50% is required before work begins. This deposit covers design, consultation, sourcing, administrative, and production preparation costs. Once a project has been initiated, the deposit remains non-refundable, even if the client decides not to proceed with the project.

If modifications to a custom project are requested after the design has been approved or production has begun, we will do our best to accommodate them whenever possible. Additional fees may apply depending on the nature and extent of the requested changes, such as significant modifications to a 3D design, an increase in the size or complexity of the piece, changes to the selected gemstones, or other design revisions.

We offer one complimentary ring resizing for custom-made rings to ensure a comfortable fit.



Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@veroniqueroyjwls.com and send your item to:

Véronique Roy Jwls

138-4710 rue Saint-Ambroise
Montréal QC
H4C 2C7
Canada


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.

 

Shipping
To return your product, you should mail your product to :

Véronique Roy Jwls

138-4710 rue Saint-Ambroise
Montréal QC
H4C 2C7
Canada

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The time it takes for your exchanged product to reach you may vary depending on where you live. 

If shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.