Terms of service
Effective date: October 17, 2026
Our store
These terms govern purchases from and use of tearstones.com, operated by QCODE LLC, a United States company trading as Tear Stones. QCODE LLC is your seller. Shopify provides the ecommerce platform.
Contact us at support@tearstones.com. Our business address is 30 N Gould St, Sheridan WY 82801, United States. Please request return instructions before sending goods to any address.
Using the store
You must be legally able to enter into a purchase agreement. Provide accurate billing, delivery and contact details, keep account access secure, and use the store lawfully. Do not misuse the website, interfere with its operation, or infringe others' rights.
Products and custom work
Review the product description, selected specifications and order summary before paying. Each description identifies the materials and details for that item. Screen settings and lighting can affect appearance without changing the specifications we promise.
Jewelry made to an existing design after ordering is distinct from a bespoke commission requiring individual design work. For a bespoke commission, we agree the design, specifications, approval steps and timing with you. CAD drawings or completion photographs are provided only where included in the agreed process; they are not part of every order.
Prices and payment
Prices are in US dollars. Full payment is required when ordering; we do not offer installment payment plans. Shipping and applicable checkout charges are shown before payment. Import duties are payable by the buyer as explained below.
We may decline or cancel an order if an item is unavailable, payment cannot be verified, fraud is reasonably suspected, or a material pricing or listing error prevents fulfillment. We will notify you and fully refund any payment collected for an order we cancel. We will not increase an existing order's price or materially change it without your agreement.
Preparation and delivery
We ship only to the United States. Loose stones are prepared for dispatch in 1–2 business days and jewelry in 7–20 business days, unless a different timeframe is expressly agreed for your order. International express transit is estimated at 3–5 business days after handover to the courier. Preparation and transit are separate periods; business days exclude weekends and public holidays. Customs and carrier delays may extend transit.
Shipping is free when the merchandise subtotal after discounts is US$800 or more. Below US$800, shipping is US$80 per order. Taxes, duties and shipping charges do not count toward the threshold. See our Shipping Policy.
If we cannot ship within the promised period, we will notify you, provide a revised date, and offer the choice of consenting to the delay or canceling the unshipped goods for a full, prompt refund. We will obtain any required consent or refund payment as applicable. The cancellation fees below do not apply to this remedy.
Import duties and refused delivery
The buyer is responsible for import duties and for cooperating with customs clearance. If you refuse clearance or delivery without a valid reason, any deduction from a refund is limited to actual, reasonable, documented net losses caused by that refusal, after recoveries. We do not charge the same loss twice or duplicate another deduction. These deductions do not apply to our error or a refusal protected by applicable law.
Cancellations
Email support@tearstones.com with your order number and cancellation request. Eligibility is determined by when we receive your request, not when we reply.
Loose-stone orders may be canceled within 24 hours of ordering for a full refund without a cancellation fee. After 24 hours, change-of-mind cancellations are not accepted.
Jewelry orders may be canceled for a full refund within 72 hours of ordering if production has not started. We determine production status from verifiable records at the time your request arrives. If either condition is no longer met, you may cancel before dispatch subject only to reasonable, documented, non-recoverable actual net losses directly caused by that cancellation, capped at 30% of the canceled jewelry's price after discounts. Shipping and taxes are excluded from the cap.
We provide an itemized calculation and deduct costs saved, refundable or reusable material value, and resale, insurance or other recoveries, without double counting. No cancellation charge applies if there is no such net loss. The remaining amount is refunded under our Refund Policy.
After jewelry is dispatched, we do not accept its cancellation for change of mind. Product faults, incorrect goods, qualifying non-delivery, shipment delays and mandatory rights remain subject to their applicable remedies. These restrictions do not shorten the loose-stone cancellation window.
Returns and warranty
Loose diamonds, loose gemstones and standard made-to-order jewelry may be returned for personal reasons if requested within 30 calendar days after delivery, subject to the return conditions in our Refund Policy. A fee of 30% of the returned item's price after discounts applies, excluding shipping and taxes, and the buyer pays return shipping. Engraved items, bespoke designs and items modified at the customer's request are excluded from personal-reason returns and exchanges. Standard made-to-order production alone does not create that exclusion. These rules do not remove remedies for defective, damaged, incorrect or qualifying undelivered goods, the jewelry warranty or mandatory consumer rights.
Our Refund Policy explains return eligibility and refunds. Jewelry has a one-year warranty; see the Jewelry Warranty for its terms.
Payment disputes and fraud prevention
Contacting us and your legal rights
If you do not recognize a transaction on your statement, or have a question about a product, delivery, cancellation or refund, you are welcome to email support@tearstones.com with your order number and the issue so that we can help review it.
We encourage you to contact us promptly, but we do not require you to waive any legal right to raise a dispute with your card issuer or payment provider. We do not automatically treat a dispute as fraud because you did not contact us first. Contacting us does not extend or shorten applicable bank dispute deadlines. Return conditions, return fees, cancellation windows and the jewelry cancellation deduction do not waive statutory dispute rights. A personal-reason return fee and a pre-dispatch cancellation deduction are separate and are not both charged on the same item for the same transaction.
Accurate information and prohibited misuse
Information you provide about transactions, receipt of goods, refunds and after-sales service must be truthful and accurate. You must not seek an unwarranted refund or duplicate compensation through deliberate misrepresentation, fabricated evidence or deliberate concealment of a refund already received for the same payment.
Conduct that may involve a fraudulent dispute includes claiming a payment was unauthorized when you know you authorized it, falsely claiming non-receipt when you know you received the goods, or altering records to conceal the transaction and its handling. Genuine defects, goods that do not match their description, actual non-receipt, unauthorized payments and other good-faith disputes are not treated as fraud merely because a customer raises a dispute.
Review and submission of evidence
We review order, payment, fulfillment and communication records in light of the specific reason for a dispute. We may provide relevant and necessary information to the payment provider, acquiring institution, card issuer or card network handling it.
Depending on the records we actually hold, this information may include payment authorization and verification results; the product description and policy version at the time of sale; customer-approved specifications and custom designs; production and dispatch records; tracking and delivery evidence; and cancellation, return, refund and communication records. Information is handled under our Privacy Policy and applicable law, limited to what is needed to investigate and resolve the dispute.
A verified transaction or a tracking record showing delivery does not, by itself, automatically prove customer fraud. We consider the dispute and the complete records and follow the relevant institutions' procedures.
Refunds during disputes and duplicate credits
If you have already raised a dispute with a bank or payment provider, please let us know where possible so that we can coordinate the refund channel and avoid refunding the same payment twice.
We follow the payment provider's procedures to arrange refunds, including accepting claims that should be upheld through the dispute process where that is the permitted refund route. We do not make withdrawal of a good-faith dispute a blanket condition for receiving a refund due by law, or use a dispute to unreasonably delay our refund obligations.
An open dispute does not pause or restart our refund obligations or deadlines under our Refund Policy or applicable law, including the applicable seven-business-day periods. Within those deadlines, we will send effective refund or credit instructions and notify you of the instruction date and amount. Merely replying to a bank or submitting a defense to a dispute is not a substitute for this action.
If the payment provider's procedures prevent a separate direct refund, we will promptly arrange a legally permitted refund route through the provider to meet our obligations within the applicable deadline. We cannot control the payment provider's or card issuer's time to review a dispute or post the final credit; that does not extend the deadlines for our own obligations.
If a refund, bank credit or other compensation has already occurred, we verify its amount and final status and work through the relevant institutions to correct duplicate credits. A temporary bank credit does not necessarily mean a final refund.
Fraud supported by evidence
Where sufficient, verifiable evidence supports deliberate fraud or misuse of the dispute process, we may lawfully contest the dispute, refuse future orders and report the matter to the relevant payment institutions or competent authorities. We reserve the right to pursue amounts that remain lawfully due or actual losses that are legally recoverable through lawful procedures.
This section does not authorize us to charge your card again merely because a chargeback was requested. It creates no automatic chargeback penalty and does not automatically make you responsible for all investigation, collection or legal fees. Any claim for additional fees must have a basis supported by applicable law and a valid agreement or a decision of a competent authority.
We will not remove after-sales protections you are entitled to, publish your personal information or impose other improper penalties merely because you exercise dispute rights in good faith.
Privacy and content
Our store is hosted by Shopify. Shopify processes information about your visits and purchases, including through Shopify Network Intelligence and related enhanced services that combine information from your interactions with our store, other merchants and Shopify for fraud protection, advertising and personalization. Your information is shared with Shopify and other providers, which may be located in other countries, as needed to deliver these services. Our Privacy Policy and the Shopify Consumer Privacy Policy explain this processing and the available privacy choices.
Content you submit must not infringe others' rights. Our original branding, text and other protected content remain the property of their respective rights holders; commercial reuse requires permission unless permitted by law.
Applicable law and your rights
Wyoming law and applicable United States federal law govern these terms, without depriving you of mandatory protections under the law of your state of residence. Nothing here excludes rights or liability that applicable law does not allow us to exclude. Contact us if a problem arises; doing so does not waive your legal remedies.
Changes to these terms
Changes apply prospectively from publication. Existing orders retain the terms and promises in effect when placed, subject to applicable law and any changes you expressly agree. If a provision is unenforceable, the remaining provisions continue to the extent permitted by law.