Refund policy
Effective date: October 17, 2026
Tear Stones is operated by QCODE LLC. This policy distinguishes cancellations before dispatch, eligible returns for personal reasons after delivery, and remedies for product or delivery problems. Loose stones and standard made-to-order jewelry are eligible for the 30-day personal-reason return policy below; engraved items, bespoke designs and customer-requested modifications are excluded from that voluntary return policy.
Cancelling a loose stone order
You may cancel a loose diamond or loose gemstone order within 24 hours of placing it for a full refund, without a cancellation fee or a reason. After 24 hours, change-of-mind cancellations are not accepted.
Email support@tearstones.com with your order number and the item you wish to cancel. Eligibility is based on when we receive your clear cancellation request, not when our team replies. The 24-hour window is measured in elapsed hours, including weekends and holidays.
Cancelling a jewelry order
You may cancel a jewelry order for a full refund within 72 hours of placing it, provided production has not started.
After 72 hours, or once production has started, a change-of-mind cancellation before dispatch is subject only to reasonable, documented, non-recoverable actual net losses directly caused by that cancellation, capped at 30% of the cancelled jewelry's price after discounts. Shipping and taxes are excluded from the cap.
We will provide an itemized calculation and deduct costs saved, the value of materials that can be refunded or used for other orders, and resale, insurance or other recoveries, without counting the same loss twice. No cancellation charge applies if there is no such net loss. The remaining merchandise amount and any refundable, unincurred shipping charges or taxes will be refunded.
Once the jewelry has been dispatched, change-of-mind cancellations are not accepted. Email support@tearstones.com with your order number and a clear cancellation request. We use the time the request is received and our production records to determine the applicable cancellation terms.
Any cancellation charge applies only to the extent permitted by law. It does not apply where we cancel because we cannot supply the order, where you exercise a cancellation right arising from our failure to dispatch as promised, or where a mandatory remedy requires a full refund.
For an order containing both jewelry and loose stones, each item's cancellation rules apply separately. We do not retroactively add a shipping charge to items you keep when processing an eligible partial cancellation.
Returns for personal reasons
Loose diamonds, loose gemstones and standard made-to-order jewelry are eligible for a return for personal reasons if you contact support@tearstones.com within 30 calendar days after delivery. Include your order number and identify the items you wish to return. The deadline is for submitting the request, not for the returned parcel to arrive at our facility; our response time does not shorten that window.
For an eligible personal-reason return, we deduct a restocking fee equal to 30% of the returned item's price actually paid after discounts, excluding shipping and taxes. The buyer also pays return shipping. The remaining 70% of that item's price is refunded after inspection, together with any other amounts that must be refunded under applicable law. If we arrange a return label at your request, we disclose its cost and obtain your agreement before deducting that cost instead of having you pay the carrier directly; return shipping is not charged twice.
Engraved items, bespoke designs and items modified at the customer's request are excluded from personal-reason returns and exchanges. Standard made-to-order jewelry made to an existing design using the options offered on its product page is eligible; making an item after ordering does not, by itself, make it a bespoke or customer-modified item. Any applicable personalized-item exclusion must be clearly disclosed before purchase or before an agreed personalization is authorized.
Eligible items must be returned in their original condition, without wear, damage or alteration, with their accompanying certificates, accessories and packaging. Please obtain return instructions before shipping and follow the agreed shipping arrangements. We assess the returned item and explain any eligibility issue rather than automatically treating a request as approved or rejected. Requests received after 30 calendar days are not eligible for this voluntary personal-reason return policy.
The 30% return fee is separate from the pre-dispatch jewelry cancellation deduction described above. It is not a chargeback penalty, and we do not impose both charges on the same item for the same transaction. Product defects, incorrect goods, qualifying delivery problems and mandatory legal remedies are handled separately, without this personal-reason return fee. The personalized-item exclusions and return-condition requirements do not remove those rights. A change of mind after dispatch is handled as a return request under this section, not as a pre-dispatch cancellation.
Damaged defective or incorrect items
Please inspect your delivery and report visible damage, a defect or an incorrect item within five days of receipt where reasonably possible. Email support@tearstones.com with your order number, a description of the issue and clear photographs or video where available. Keep the packaging while we assess a shipping-damage claim.
We will review the issue and explain the available remedy. Depending on the circumstances, this may include repair or replacement at no charge. If repair or replacement is not possible or appropriate, we will provide a full refund for the affected item and applicable charges attributable to it. Any right to a refund or other remedy required by law remains available.
The five-day request helps us investigate promptly. It does not extinguish rights concerning a defect discovered later, the one-year jewelry limited warranty, or rights that cannot legally be excluded. Normal wear, accidental damage and damage caused by misuse are assessed separately from a defect in the product.
Returning an affected item
Contact us before sending an item back. If a return is required, we will provide the correct address, packing instructions and shipping arrangements. For a confirmed covered defect, an incorrect item or damage on arrival, we cover necessary authorized shipping to us, return of the repaired item to you, and any replacement shipping.
Return the affected item with its supplied accessories and documents where available. Reasonable inspection or use needed to discover a defect does not automatically disqualify a claim. Do not send jewelry to our published business address unless we specifically instruct you to do so.
Delivery problems and customs
If a parcel is missing or has not arrived, contact us with the order number. We will investigate the tracking and delivery evidence with the carrier. A carrier's delivered scan does not automatically close a claim that you did not receive the parcel. Confirmed non-delivery for which you are not responsible qualifies for a full refund of the affected order or items.
If your failure to complete required customs clearance or your refusal of delivery breaches your order obligations, directly resulting losses are handled under our Shipping and Import Duties Policy. A justified rejection, our error or a product defect is not treated as an unjustified refusal.
Refund timing and charges
Refunds are issued to the original payment method. For a cancellation permitted under the cancellation rules above, we initiate any refund due within seven business days after receiving the cancellation request; our response or internal approval does not restart that period. A refund arising from delayed dispatch is processed within the applicable legal period from the event that triggers the refund obligation.
For eligible personal-reason returns and quality-related refunds requiring a return, we inspect the item and initiate an eligible refund within seven business days after receiving it. Where no return is required, we initiate the refund within seven business days after agreeing the refund remedy. We will not unreasonably delay assessing a claim. Any shorter legal deadline takes precedence. Your payment provider may require additional time to display the credit.
We do not impose a restocking or cancellation fee on a qualifying quality or delivery remedy. The 30% personal-reason return fee and buyer-paid return shipping, the jewelry cancellation deduction for documented net losses capped at 30%, and any lawful customs-related deductions each apply only in their respective circumstances expressly described above; the same loss will not be charged twice.
Payment disputes and avoiding duplicate refunds
If you have raised a dispute with your bank or payment provider, please tell us where possible so that we can coordinate the appropriate refund route and avoid duplicate credits. We must send the effective refund or credit instructions required of us within the applicable refund deadline and notify you of the date and amount. Merely responding to a dispute or submitting defense evidence does not fulfill a refund obligation. A bank's investigation, final decision and account-posting time are separate from our own obligations.
If the payment provider cannot process a separate direct refund while a dispute is open, we will promptly arrange a lawful refund route with the provider, including the appropriate credit instructions or acceptance of a valid dispute where that gives effect to the refund. An open dispute does not pause or restart the applicable deadline for our refund obligations. We will not require withdrawal of a good-faith dispute as a general condition of a refund you are legally entitled to receive, or use the dispute to unreasonably delay our obligations.
We will verify any prior refund, bank credit or other reimbursement and its final status before coordinating correction of a duplicate. A provisional bank credit is not necessarily a final refund. The jewelry cancellation deduction, capped at 30%, is not a chargeback penalty and does not arise merely because you dispute a payment. The same applies to any customs-related deduction: it must meet the separate conditions in our shipping policy.
Our Terms of Service explain payment-dispute review, necessary evidence sharing and our response to supported cases of deliberate fraud. A good-faith dispute does not in itself remove your refund, warranty or mandatory consumer rights.
Existing orders
The terms and applicable commitments in effect when you placed your order continue to apply to that order. This policy does not retrospectively remove earlier commitments or limit rights and remedies that cannot legally be excluded. You may request a written copy of this policy at no charge by contacting support@tearstones.com.