Refund policy

At ROOZ Jewellery, every piece is made with care and intention. 
Please read this policy carefully before placing your order.

CUSTOM COMMISSIONS
Custom-made and personalised pieces — including all custom engagement 
rings and bespoke commissions — are non-refundable and non-exchangeable. 
Because each piece is designed and fabricated specifically for you, it 
cannot be resold or returned once production has begun.

Deposits on custom commissions are non-refundable once design work has 
been approved and fabrication has started. If you need to cancel a custom 
commission before fabrication begins, please contact us as soon as possible 
at [hello@roozjewellery.com] and we will do our best to accommodate your 
situation.

READY-MADE & COLLECTION ITEMS
For non-custom items from our collections, we offer a 30-day return window 
from the date of delivery. To be eligible for a return, items must be:

- Unworn and in the same condition as received
- In their original packaging
- Accompanied by proof of purchase

To start a return, contact us at Roozbeh.designer@gmail.com. Please do not 
send items back without contacting us first — returns sent without prior 
approval will not be accepted.

EXCHANGES
If you received a defective or damaged item, we will exchange it within 
15 days of delivery. Please inspect your order upon arrival and contact 
us immediately if there is an issue — we will make it right.

For exchanges of non-defective items, the fastest path is to return the 
original item (if eligible) and place a new order.

REFUND PROCESS
Once we receive and inspect your return, we will notify you by email of 
the approval or rejection of your refund. Approved refunds are processed 
to your original payment method within 10 business days. Please allow 
additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since your refund was approved 
and you have not received it, please contact us at Roozbeh.designer@gmail.com.

CANCELLATIONS
Order cancellations are accepted within 24 hours of purchase for 
ready-made items. Please email us as soon as possible to request a 
cancellation.

NON-RETURNABLE ITEMS
The following cannot be returned or refunded:
- Custom or personalised orders
- Sale items
- Gift cards

EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD
If your order is shipped to the European Union, you have the right to 
cancel or return it within 14 days, for any reason. Items must be 
unworn, in original condition, with original packaging and proof of 
purchase. Note: this right does not apply to custom-made or personalised 
items.

QUESTIONS?
For any questions about returns, refunds, or your order, please contact 
us at Roozbeh.designer@gmail.com. We are always happy to help.