ROCKHER RETURN POLICY
We understand that sometimes your RockHer piece might not meet your expectations, but don't worry – we've got you covered with our hassle-free return process. All items must be returned in their original purchase condition, including undamaged product packaging and materials, within 40 days of the initial purchase date. Please note that a non-refundable 10% return fee applies to all returns and order cancellations after more than 24 hours. (effective as of November 8, 2024)
HOW IT WORKS:
Initiate Your Return: Simply email info@rockher.com to initiate your return request, ensuring to include the purchaser's name and order number.
Receive Your Label: Our Team Member will swiftly provide you with a complimentary insured FedEx Label for easy shipping. For international returns, kindly note that customers are responsible for shipping costs and insurance.
Pack & Ship: Pack your item securely in a new FedEx box to maintain its integrity during transit. Drop off your package at your local FedEx Location or arrange for at-home pickup via fedex.com.
Quality Check: Once we receive your item, our Quality Control Team will meticulously inspect it to ensure it's in its original purchase condition without any damage or unauthorized repairs.
Confirmation & Refund: Refunds are processed within five (5) business days of RockHer receiving the item. Refunds will exclude the non-refundable 10% return fee. Please note that timelines may vary depending on your credit card company.
Return Limit: Please note that returns are limited to one per customer within a 40-day period.
Exchanges - Customer Responsibility: After the initial return or exchange, customers are responsible for shipping costs for any subsequent returns (both ways).
IMPORTANT ADDITIONAL TERMS:
Refund Processing Time: Refunds are processed within five (5) business days of RockHer receiving the returned item. You may wish to contact your credit card company regarding their posting guidelines, as these may vary.
ROUTE Fees: All ROUTE fees are non-refundable once an item ships. ROUTE fees are third-party fees for added shipping protection; once an item ships and is received, these funds are not refundable.
Design Change Requests and Fees: Please note that any design change requests made more than 24 hours after purchase will incur a non-refundable $200 design fee. To take advantage of our complimentary customization services, please ensure all design requests are finalized prior to completing your purchase. These requests are typically placed in our Shopping Cart "Special Instructions" area, and or via email immediately following your order placement. We’re happy to work with you to customize your piece before purchase to meet your specifications at no additional charge.
Fully Custom-Designed Rings: Rings created as fully custom designs—meaning designs developed uniquely from scratch and not based on any existing RockHer model—are not eligible for return or refund once the 3D design has been approved by the client. We encourage careful review of the 3D design to ensure it meets your specifications before giving final approval.
RockHer Jewelry is not liable for lost or damaged returned shipments. If you receive a damaged package or item, please refuse the shipment or contact us immediately at +1 (800) 779-1726. Retain all packing materials unless otherwise instructed by RockHer. Claims for damaged or missing items must be reported within 5 days of receiving your order.
EXCLUSIONS:
Separate Return Windows for Diamonds and Rings: On RockHer’s website, diamonds and rings are treated as separate entities and must be added to the cart independently. While RockHer combines the two items to create a finished piece, the return window for the diamond begins from the date of purchase of the diamond, regardless of any delays in the ring’s production or delivery. If a customer requests to return the ring—whether due to customization delays or any error in production—the diamond must still be returned within its separate 40-day return window. Failure to return the diamond within this period will forfeit the customer’s right to a refund or exchange for the diamond.
Items that have undergone work, repair, or resizing within 40 days of purchase by RockHer or any third party are not eligible for return.
Items that have been worn, became damaged or defective after delivery are not eligible for return.
Please refer to our Warranty Policy for details.
OTHER KEY DETAILS:
Resizing Guarantee: All U.S. orders qualify for one complimentary resizing within the first 60 days, including round-trip shipping. International customers may incur shipping, customs fees, duties, and taxes. In most cases, items sent for resizing are treated as repairs, so only shipping fees apply.
Order Changes or Cancellations: If you need to change or cancel your order, please contact RockHer Customer Service at +1 (800) 779-1726 or email info@rockher.com. We will do our best to accommodate changes before shipping confirmation, but please note that some changes may cause shipping delays. Unfortunately, we cannot alter or cancel orders that have already shipped. If your order has been dispatched, contact us to arrange a RockHer Return once you’ve received it.
Ordered the wrong size? No worries! All USA orders qualify for one ring resizing within the first 60 days, including shipping both ways. International customers may incur shipping, custom fees, duties, and taxes. In most cases, items sent for resizing are treated as repairs, so only shipping fees apply.
