Return & Refund Policy
1. Return Eligibility
We want you to be completely satisfied with your purchase.
Subject to the terms outlined below, our return policy is as follows:
- Non-Customized Products: Eligible for return within 30 days from the date of delivery for a refund.
- Custom Orders: Because these products are individually made according to your specifications, they are non-refundable unless a manufacturing defect or quality issue exists (see Section 5 below).
- Fine Jewelry Collections: Fine jewelry items are non-returnable and non-exchangeable unless they are found to have a verified manufacturing defect or quality issue.
2. Refund Method
Approved refunds will be issued to the original payment method used for the purchase.
Once the returned item has been received, inspected, and approved, refunds are generally processed within seven (7) business days.
Depending on your financial institution, it may take additional time for the refund to appear in your account.
3. Items Not Eligible for Return
The following items are not eligible for return or refund:
- Personalized fine jewelry, including custom name necklaces, bespoke rings, or jewelry created according to a customer's unique design specifications.
- Diamond upgrade orders.
- Rings or loose diamonds with center stones that have been damaged or lost due to misuse, negligence, accidental damage, or improper handling.
- Jewelry showing chips, scratches, cracks, dents, excessive wear, or other damage caused after delivery.
- Jewelry that has been resized, repaired, modified, or serviced by any third-party jeweler. (All CRITI RORA jewelry contains microscopic identification markings for verification.)
- Loose diamonds with D-Flawless (DFL) color and clarity grades where the original IGI or GIA security seal has been broken or removed.
- Products containing multiple loose diamonds supplied as matched sets, which are considered final sale because the stones are individually selected for each order and cannot be reused.
4. Return Process
To initiate a return, please follow the steps below:
Step 1: Submit a Return Request
Contact our Customer Support team within 30 days of receiving your order by submitting a request through our Website or emailing support@critirora.com.
Once your request has been reviewed and approved, we will provide detailed return instructions.
Step 2: Prepare Your Package
Our Customer Support team will provide you with:
- A prepaid, fully insured return shipping label (where applicable);
- Packing instructions to ensure your item is returned safely.
Please pack your jewelry securely using the original shipping carton or another sturdy outer shipping box.
Do not use the CRITI RORA jewelry box as the outer shipping package, as it may be damaged during transit.
Step 3: Return Your Item
Please return:
- The jewelry in its original, unworn condition;
- All original accessories;
- The original IGI or GIA grading certificate (if applicable);
- Any complimentary items included with your purchase.
Affix the provided return shipping label and send the package according to the return instructions.
Step 4: Inspection and Refund
Once your returned package has been received, our Quality Assurance team will inspect the item.
If the return is approved:
- Refunds will be issued to your original payment method within seven (7) business days, or
- Approved exchanges will be issued in the form of Store Credit, where applicable.
Important: Please retain your shipment tracking number until your return has been fully processed.
CRITI RORA is not responsible for damage occurring during return transit due to improper packaging.
5. Special Provisions for Custom Orders
For purposes of this Policy, a Custom Order refers to any jewelry specially produced according to a customer's individual specifications, including but not limited to:
- Personalized engravings;
- Custom-designed jewelry;
- Customer-selected diamond and setting combinations;
- Non-standard sizes specifically manufactured upon request;
- Any item that cannot reasonably be resold to another customer.
In accordance with Article 16(f) of the European Union Consumer Rights Directive (2011/83/EU), customized goods are exempt from the statutory 14-day right of withdrawal.
Accordingly:
- Custom Orders are non-refundable unless they contain a verified manufacturing defect or quality issue.
- Orders involving a customized setting, selected center stone, and engraving are considered fully customized.
- Rings ordered only in a standard size without additional personalization are considered semi-customized products and remain eligible for our standard return policy.
6. Return Shipping Fees
|
Destination |
Return Shipping Fee |
Details |
|
United States |
Free |
Complimentary prepaid return label with full shipping insurance. FedEx or UPS pickup may be arranged, or the package may be dropped off at an authorized location. |
|
United Kingdom |
GBP £80 |
Includes return shipping and processing fees. |
|
Canada |
CAD $50 |
Includes return shipping and processing fees. |
|
Australia |
AUD $120 |
Includes return shipping and processing fees. |
|
Other International Destinations |
Charged at Actual Cost |
Customers are responsible for recovering any customs duties or taxes directly from their local customs or tax authority. |
7. Diamond Certificates (IGI/GIA)
If your purchase includes a diamond grading report issued by IGI or GIA, the following conditions apply:
- All returns must include the original grading certificate.
- If the original certificate is not returned, a certificate replacement fee of up to US$300 may be deducted from your refund.
- Diamond grading reports are issued by independent third-party laboratories and are non-refundable.
8. Exchanges
Approved exchanges are issued in the form of Store Credit.
Store Credit may be applied toward any future purchase on the CRITI RORA Website.
Exchange requests must be submitted within the applicable return period.
9. Ring Resizing and Repairs
If you require ring resizing or repair services, we strongly recommend using an authorized CRITI RORA service center.
Unauthorized resizing, repairs, or modifications performed by third-party jewelers may:
- Void your eligibility for returns;
- Void applicable warranty coverage;
- Affect the authenticity verification of your jewelry.
Jewelry altered by a third party is not eligible for return or warranty service.
10. Contact Us
If you have any questions regarding returns, refunds, exchanges, or warranty services, please contact us:
Returns Department
Email: returns@critirora.com
Customer Service Hours:
Monday – Friday
9:00 AM – 6:00 PM
© 2025 CRITI RORA. Operated by GREEN CREATED DIAMONDS LIMITED.