Refund policy

Ready To Wear Pieces - Returns & Exchanges

We want you to love your jewellery as much as we loved making it. If something isn’t quite right, we’re always happy to help. You have 30 days from receiving your order to return or exchange your item, and our team will guide you through the process with care. Below you’ll find all the details to make your return as smooth as possible.

Email info@thepromiseco.com with your order number and request of return/exchange to start the process.

Made To Order - Custom Lab:

Each Custom Lab piece is made specifically for you, therefor Lab orders are final sale. That means no returns or exchanges.
You'll have 60 minutes after ordering to amend your details; after that your piece is in production and can't be changed or cancelled. So please check everything before you order.
And if a Lab piece ever arrives with a manufacturing fault, we'll make it right — see our 5-year warranty.

POLICY:

Returns:

If your item is not suitable, you may return it for a refund on the ring. The item must be posted back to us within 30 days of receiving your order. 

Shipping is non-refundable.

Returns will not be accepted if the item is damaged, or showing signs of wear.

To qualify for a return:

• Items must be in their original condition without signs of wear or damage
• Items returned must be in all original packaging 
• We have the right to refuse any wrong size returns
• Any returns that do not qualify will be posted back to you at your cost

We can not accept returns that are lost, we recommend you insure your parcel and use a tracked courier.

For international returns, please ensure you have spoken to your local courier and filled in the correct customs paperwork marked "Return". The Promise Co. will deduct any customs or shipping fees from your final refund amount.

Exchanges:

Exchanges are accepted up to 30 days for full-priced items but like returns, they are not free. 

We do, however, pay for the cost of the postage back to you. We do not accept international exchanges.

Should you need to exchange before shipping, please contact info@thepromiseco.com

We can not guarantee your request will be seen ahead of shipping so please beware you are ordering the correct item at the first point of ordering.

Faulty goods:

If you believe your ring has a manufacturing fault, please email info@thepromiseringco.com and we will support you as best we can.

5-Year Warranty:

Our 5-year warranty covers the following:

Repair: If your jewellery shows a clear manufacturing fault, we will repair it free of charge within the first 5 years from the date of purchase

Replacement: If, in rare cases, we are unable to repair your jewellery, we will provide you with an entirely new, identical ring for a small fee. If we do not stock your style, we will work with you to find a close alternative

Exclusions:

• Normal wear and tear, or fading of plating
• Loss of stones are only covered for 30 days, after this, it is no longer covered under our warranty
• Accidental damage, including but not limited to scratches, dents, or bent rings
• Unauthorised modifications or repairs performed by third parties
• Damage caused by misuse, neglect, or improper care
• The warranty only applies to the size and style of the ring you originally purchased. Replacements in a different size or style are not covered under the warranty
• Theft of items

Pre-Order Policy:

If you order a set of rings and one is on pre-order, both rings will ship when the pre-order comes in.

If you would like immediate delivery of the in stock ring, please purchase separately.

Returned to sender:

In the event an order is returned to us due to incorrect delivery details, rejected delivery or unpaid duties and custom fees we will issue a refund less the original shipping cost and any additional fees incurred to us. This includes but is not limited to return fees charged to us by the courier and customs/ duties.

Damage on arrival:

If your order arrives in less-than-perfect condition (for example, visible scratches or a missing stone), please contact us within 48 hours of delivery so we can look into this and resolve it for you as quickly as possible.

After the 48-hour window, we’re unfortunately unable to guarantee whether the item has been worn or damaged after delivery, and therefore be the right to return, refund or exchange may be revoked. 

We always want to make things right where possible, so please do reach out as soon as you notice any issues - our team is here to help.