Last Updated: October 22, 2025

At Michael Hill Jewelry, we take great pride in the craftsmanship and quality of our jewelry. Each piece is carefully made by skilled artisans using premium materials such as bronze, silver, gold, and reclaimed metals. Your satisfaction matters to us, and we stand behind every product we create. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through our website or official sales channels.

Eligibility for Returns

We accept returns and exchanges under the following conditions:

• The item must be unused, unworn, and in its original packaging.

• All tags, certificates, and accessories that came with the product must be included.

• You must initiate your return request within 14 days of delivery.

• The item must be shipped back within 21 days of receiving it.

• A valid proof of purchase or order number is required.

If the above conditions are not met, we reserve the right to decline the return or charge a restocking fee.

Non-Returnable and Final-Sale Items

For hygiene, safety, and custom-design reasons, the following items cannot be returned or refunded:

• Custom or personalized jewelry (including engraved or made-to-order items)

• Earrings (for hygienic reasons)

• Gift cards and digital vouchers

• Sale or clearance items marked “Final Sale”

We encourage customers to review product descriptions carefully before completing a purchase.

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our Support Team within 14 days of receiving your order.

2. Include your order number, reason for return, and photos of the item (if applicable).

3. Once approved, you will receive return instructions, including the return address and a Return Authorization Number (RAN).

4. Securely pack the item in its original packaging and ship it back using a trackable courier service.

We are not responsible for items lost or damaged during return shipping. Please retain your tracking information until your refund or exchange is processed.

Return Shipping Costs

• Customers are responsible for return shipping costs, unless the item is defective or we shipped the wrong product.

• In cases where the return is due to our error (wrong item, damaged on arrival), we will cover the cost of return shipping and provide a replacement or full refund.

• For international returns, customs duties, taxes, or import fees are non-refundable.

Refund Process

Once your returned item is received and inspected, you will receive an email confirming approval or rejection of your refund.

• Approved refunds will be processed to your original payment method within 5-10 business days.

• It may take additional time for your bank or card provider to post the refund to your account.

• If your return is rejected (e.g., item shows signs of wear or damage), it will be shipped back to you at your expense.

Refunds are issued for the product price only. Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

We are happy to exchange eligible items for a different size, style, or product of equal value.

To request an exchange:

• Contact us with your order number and details of the replacement item you’d like.

• Once approved, you’ll receive the same return instructions as above.

• If the replacement item costs more than your original purchase, you’ll receive a payment link for the difference.

Exchanges are processed only after the original item is received and inspected.

Repairs and Warranty

We offer limited repair services for defects related to craftsmanship or materials within 90 days of purchase. Repairs are handled on a case-by-case basis and may include:

• Re-polishing or refinishing

• Re-attaching small decorative elements

• Replacing damaged clasps, hooks, or findings

Normal wear and tear, oxidation, loss, or damage due to mishandling are not covered under warranty. To request a repair, contact us with photos and your order details. We’ll assess the damage and provide a quote if applicable.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect:

1. Notify us within 48 hours of receiving the item.

2. Include photos showing the issue.

3. We’ll arrange a replacement, repair, or refund at no additional cost to you.

Items reported after 48 hours may not qualify for a full replacement.

Gift Returns

If you received a gift purchased through our store, you may return it for store credit of equal value (excluding shipping fees). A refund can only be issued to the original purchaser’s payment method, not to the gift recipient.

Cancellations

Orders can only be canceled within 12 hours of placement, provided they haven’t been processed or shipped. Once production or shipment begins, cancellations are no longer possible. Custom orders cannot be canceled after confirmation.

Refund Exceptions and Discretion

We reserve the right to refuse or limit refunds in cases of:

• Repeated returns by the same customer

• Evidence of product misuse or alteration

• Missing components or packaging

• Suspected fraudulent claims

Our decision in such cases will be final and made in good faith.

Processing Timelines 

Return requests must be initiated within 14 days of delivery, and items approved for return should be shipped back within 21 days of receipt. Once a return is received and approved, refunds are processed within five to ten business days, depending on your payment provider’s timelines. For items requiring repair under warranty, evaluations are typically completed within 3-5 business days of receipt.

International Returns

• For customers outside Canada:

• Customs duties and taxes paid at checkout or on delivery are non-refundable.

• Return shipping costs and international courier charges are the customer’s responsibility.

• Depending on your country, return processing may take longer due to customs clearance times.

Policy Updates

We may revise this Return & Refund Policy periodically to reflect new products, legal requirements, or operational updates.

The latest version will always be available on our website with an updated “Last Updated” date.

Contact Us

If you have questions about returns, refunds, exchanges, or repairs, please contact us at: michaelhilldesigns.com