Redora Jewels produces every piece made to order at our manufacturing facility. This page explains how order changes, quality concerns, and shipping issues are handled across the full production timeline.
Our jewelry return policy is built around how custom fine jewelry is actually made. Every order is produced from your confirmed specification, starting only after you approve the final design. That means change windows, refund eligibility, and resizing options depend on where the order is in the production cycle. The sections below outline each stage clearly so there are no surprises.
Before we begin production, you may cancel your order or request a full refund. This window stays open until the final specification is confirmed in writing and the CAD or production drawing is approved. During this stage, your payment has not yet been allocated to materials or production time.
Adjustments to size, gold karat, gold color, stone selection, or design detail are welcome at this stage. We will reconfirm the updated specification and revised lead time before production begins. There is no fee for design adjustments during this window, provided the changes are confirmed before the CAD is approved.
Once the CAD or production drawing is approved and production begins, the piece is being made specifically for you. Materials are committed, stones are selected and set, and the production team begins work to your confirmed specification.
This is standard practice for made-to-order fine jewelry. Because the piece is built to your unique specification, it cannot be resold as a generic product. Materials and production time committed during this stage cannot be recovered.
If your situation changes during production, contact us as soon as possible. Depending on how far the piece has progressed, we may be able to pause production, adjust the design, or apply the committed value toward a different piece. Each case is reviewed individually. We do not guarantee partial refunds at this stage, but we make a reasonable effort to find a workable outcome together.
Every Redora piece goes through final quality inspection before it leaves our facility, including stone tightness testing, surface finishing review, and a pre-shipment specification check. Despite this, we want you to feel fully protected once the package is in transit.
If the finished piece does not match the confirmed specification, including gold karat, stone count, stone type, or critical dimensions, contact us within 7 days of delivery. Please include photos and a description of the discrepancy.
We will review the case and, where the issue is confirmed, offer one of the following at no additional cost: corrective rework, replacement, or refund of the affected portion of the order.
All shipments leave our facility insured and packed in secure jewelry packaging. If the outer packaging or the piece itself shows damage on arrival, photograph the package before fully opening it where possible, then contact us within 48 hours of delivery.
We coordinate directly with the carrier and resolve the case through replacement or refund once the claim is processed.
If a ring does not fit on arrival, we offer one complimentary resize within 30 days of delivery, subject to the design allowing standard resizing. Eternity bands, full-pave settings, and certain tension or channel designs cannot be resized without rebuilding the piece. We will confirm whether resizing is possible for your specific design before any work begins.
Return shipping to our facility is the customer's responsibility. Outbound shipping after resizing is covered by Redora.
If a chain or bracelet length does not work as expected, contact us within 14 days of delivery. Most chain and bracelet designs allow length adjustment, with the same shipping arrangement as above. Tennis bracelets and certain link structures with non-standard end-to-end construction may have limited adjustment range, which we confirm in advance.
The following are not eligible for return or refund outside of confirmed quality or shipping issues:
All Redora pieces use solid gold in the karat confirmed at order. Lab grown diamonds are IGI certified. Stone and metal specifications cannot be changed once production is complete, but if you have concerns about what was delivered against what was confirmed, the quality process in Stage 3 applies.
For order changes, quality questions, or anything related to a piece already in production or delivered, reach our team directly. We respond within one business day on weekdays.