Refund policy

30-day returns and exchanges

We accept returns and exchanges within 30 days of delivery. To start one, email us at rohojewelstoronto@gmail.com with your order number, and we'll send you the return address and instructions.

Holiday returns

Holiday returns: orders placed from November 1 to December 31 can be returned or exchanged until January 31, so gifts are safe to buy early. All other return conditions below still apply.

Conditions

Items must be returned unworn and in their original condition and packaging. Worn, damaged, resized or altered pieces can't be accepted.
For hygiene, earrings must come back with their original backs and packaging.
Loose gemstones must be returned in their original packaging and condition, together with any lab report or certificate that came with them.
Matched pairs must be returned together.
The buyer pays return postage. Returns must be shipped tracked and insured, with signature on delivery for pieces over CA$200; we can't be responsible for returns lost in transit.
We photograph every piece, its stamps and any certificate number before it ships, and check every return against those records. A return that doesn't match the piece we sent will be sent back and not refunded.

Exchanges

Exchanges are welcome within the same 30 days, for a different metal colour, size or piece. You pay return postage and we ship the new piece free. If the new piece costs more, we'll send you a payment link for the difference; if it costs less, we refund the difference to your original payment method. Your exchange ships once we receive and inspect the original.

Cancellations

You can cancel an order within 15 minutes of placing it. After that it may already be packed for shipping; once it has shipped, our 30-day returns apply instead. Contact us as soon as possible with your order number.

Refunds

Once we receive and inspect your return, we'll email you to confirm, and the refund will go back to your original payment method. Depending on your bank, it can take a few business days to appear. We only refund to the original payment method, and we will never ask you to pay or accept a refund by gift card, e-transfer or any other method.

International and US orders

These return and refund terms apply to every country we ship to, including the United States. Shipping is free and insured worldwide. Any import duties or taxes are charged by your country's customs and collected by the carrier on delivery; they are not charged or refunded by Roho Jewels.

Our guarantee

Lifetime guarantee that every gemstone is genuine and natural (or clearly labelled lab-grown) and every 18K gold piece is genuine solid 18K gold. If it isn't, you get your money back.
For stones sold as unheated or untreated: if an independent gem lab finds any treatment, you get a full refund.