Returns, Repairs and Consignment
RETURNS
Please note that The Raw Stone is a small business, and we offer the best return policy that we are capable of. We are unable to offer returns for custom made items, damaged items, items that we did not produce or sell, or returns from non-customers. We appreciate your understanding.
Our return policy lasts 14 days. If 14 days have gone by since your purchase and you have not postmarked your item for return within those 14 days, unfortunately we can’t offer you a refund or exchange. Custom made items or items that have been modified for you are not eligible for return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (which is resealable).
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 or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery
WARRANTY AND REPAIRS
The Raw Stone jewelry is meticulously handcrafted with the highest standards of quality and excellence, and we are proud of our work. We offer a limited lifetime warranty on the craftsmanship of our jewelry.
Should your jewelry require attention related to damage, please contact us for instructions on shipping your ring to us. Before your ring is shipped to us, we will need to collect a $100 deposit which covers the cost of two-way shipping (we will email you a shipping label). Upon receipt, your ring will be evaluated by one of our team members to determine if the damage is covered by our warranty. This fee will be refunded in full if the repair work is determined to be covered by our warranty. If your repair is not covered by our warranty, we will notify you with an estimated cost for you to approve before any repair work is performed. If you approve the repairs, your deposit will be applied to the total cost. If you do not approve the repairs, the deposit will be used to cover the return shipping charge after evaluation.
If a manufacturing issue is found, The Raw Stone will repair the damage without charge. Additionally we will cover the service and shipping cost on most minor repairs that happen within twelve months from the time you receive your product (assuming no obvious major trauma is found). Examples include diamond accent replacement, tightening of loose stones, and ring warping. Beyond the first year, minor repairs are usually required because of wear and tear, and we will charge you a service fee at our cost + shipping (if applicable).
Any repair or service by someone other than The Raw Stone will void this warranty. This warranty excludes coverage for wear and tear, physical abuse, theft, loss of center gemstone, and damage caused by failure to obtain the proper repairs to preserve the integrity of the jewelry. Examples of issues not covered by our lifetime warranty include: precious metals worn over a long period (in particular, in delicate areas such as prongs) will wear thin over time and requires restoration as part of normal wear and tear; the loss of gemstone(s) caused by damage or wear and tear - such as prongs catching, wearing out, or being struck by force; change in metal color due to exposure to chemicals, make-up, or baths and swimming pools; and, ring warping due to improper fit.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit of the amount of the purchase less our shipping and handling costs will automatically be applied to your credit card or original method of payment, within several days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
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 you still have not received your refund yet, please contact us at
info@therawstone.com.
CUSTOM MADE ITEMS
All customized orders are purchased "as is" and are non-refundable and non-returnable. If your jewelry requires a repair within the first year of purchase that is not associated with regular wear and tear, accidents, or other inflicted damage to the piece, then we would be happy to do our best to repair it at no cost. Please note that if any diamond or gemstone is lost, we do not cover the cost of a new stone. Please contact us at info@therawstone.com if you are in need of a repair. Any pieces except those purchased from the "Ready Made" collection or any loose stone collection are considered customized orders.
SHIPPING
To return your product, you should mail your product to:
The Raw Stone Inc
1213 Liberty Rd. Suite J #167
Eldersburg, MD 21784
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.