Effective Date: 01/01/2025 Updated: 02/28/2026
Marblehead Custom Jewelry (“we,” “us,” “our”) is committed to customer satisfaction. These Return & Exchange terms apply to eligible non‑custom purchases made in store or online. For Custom Pieces, please see our Custom Order Terms & Conditions.
1. Eligibility for Returns & Exchanges
1.1 General Policy
We accept returns and exchanges on eligible non‑custom items within the timeframes and conditions described below. Custom pieces are covered separately under our Custom Order Terms & Conditions.
1.2 Returns (Non‑Defective Items)
- Eligible non‑defective items may be returned within 7 days of purchase or delivery for a refund to the original form of payment.
- A 5% restocking fee applies to all non‑defective returns.
- Shipping and insurance fees are non‑refundable.
1.3 Exchanges (Non‑Defective Items)
- Eligible non‑defective items may be exchanged within 14 days of purchase or delivery.
- Exchanges are subject to item availability and inspection.
- If you exchange for an item of greater value, you pay the price difference.
- If you exchange for an item of lesser value, any remaining balance will be issued as store credit, which may be used toward in‑store (“case”) purchases, custom work, repairs, or other eligible services.
1.4 Condition of Items
To be eligible for return or exchange (other than for confirmed defects):
- Items must be unworn/unused, in original condition, and include all original packaging, tags, certificates, and receipts.
- Items must not have been engraved, altered, resized or customized after purchase.
1.5 Non‑Returnable / Non‑Exchangeable Items
The following items are final sale and are not eligible for return or exchange, except as required for defective merchandise:
- Custom‑made, engraved, or personalized jewelry;
- Items that have been resized, altered, or modified after purchase;
- Sale, clearance, or promotional items marked as final sale;
- Gift cards.
1.6 Gift Recipients
Gift recipients may exchange eligible items within 14 days of the original purchase or delivery date, subject to the same condition requirements and item availability. Where a refund is appropriate for a defective item, it will be issued to the original purchaser’s method of payment.
1.7 Defective, Damaged or Incorrect Items
If an item appears defective, damaged, or incorrect, or if there is an error attributable to us, you must notify us within 14 days of receipt so we can make it right. Once reported and confirmed, returns or exchanges for defective/incorrect items will be handled as outlined in Section 3.
1.8 Shipping Fees
Shipping and insurance fees are non‑refundable, except where an item is confirmed defective, damaged, incorrect, or otherwise returned due to our error.
2. Return & Exchange Process
2.1 Obtain Authorization
To initiate a return (for defective/incorrect items) or an exchange, please contact us at:
- Email: info@marbleheadcustomjewelry.com
- Phone: 413‑238‑1383
We will provide instructions and, if applicable, an exchange or return authorization number.
2.2 In‑Store Returns & Exchanges
Returns and exchanges may be completed in‑store at:
Marblehead Custom Jewelry
66 Washington St
Marblehead, MA 01945
2.3 Shipped Returns & Exchanges
If shipping an item back to us:
- Package it securely with all original materials and proof of purchase.
- Unless otherwise stated, customers are responsible for return shipping costs, including insurance, except when the item is damaged, defective, or incorrect.
- We recommend using a trackable, insured shipping method. We are not responsible for items lost or damaged in transit to us.
- Customers may also contact us for assistance with return shipping. Upon request, we can provide a prepaid shipping label and packaging instructions; the cost of the label will be invoiced to and is the responsibility of the customer.
2.4 Inspection
All returned or exchanged items are subject to inspection to confirm eligibility and condition before an exchange, store credit, or refund is processed.
3. Damaged, Defective, or Incorrect Items
3.1 Notification Period
If you receive an item that appears defective, damaged, or incorrect, you must notify us within 14 days of purchase or delivery. Please include:
- Your name and contact information;
- Proof of purchase;
- A brief description of the issue;
- Clear photos of the item and the issue.
3.2 Inspection & Determination
Upon receipt, we will inspect the item to determine whether it is:
- Defective, damaged, or incorrect; or
- Exhibiting normal wear, accidental damage, or issues arising from third‑party alterations or misuse.
3.3 Remedies for Confirmed Defects
If the item is confirmed to be defective, damaged, or incorrect, we will, at our discretion and consistent with Massachusetts law:
- Repair the item at no cost;
- Replace the item with the same or a comparable item; or
- Provide a refund of the purchase price, including applicable shipping fees.
3.4 Non‑Defective Items
If we determine that the item is not defective (for example, normal wear, accidental damage, or issues caused by third‑party repair), our standard exchange and repair policies will apply, and any repair or replacement may incur additional charges.
4. Exceptions & Special Conditions
4.1 Custom, Personalized & Final Sale Items
Custom‑made, engraved, personalized, resized, or final sale items are not eligible for return or exchange, except where required for defective merchandise as outlined above.
4.2 Store Credit and Gift Card Terms
Where store credit is issued:
- It may be used toward future purchases, repairs, or services as specified at the time of issuance.
- It is subject to the terms disclosed when issued and to applicable law.
Store credit and in‑store gift cards:
- Are non‑transferable (they may only be used by the original recipient or account holder).
- May not be used to purchase additional gift cards.
- Are non‑refundable and cannot be redeemed for cash, except where required by law.
- Do not expire, subject to any minimum validity periods required under Massachusetts law.
4.3 Right to Refuse
We reserve the right to refuse any return or exchange that:
- Does not comply with this policy;
- Shows signs of wear, damage, alteration, or misuse;
- Lacks required proof of purchase or documentation.
4.4 Legal Rights
Nothing in this Return & Exchange Policy limits any non‑waivable statutory rights you may have under Massachusetts or federal law, including your rights with respect to defective merchandise.
5. Contact Information
For questions about our Return & Exchange Policy or any of our policies, please contact or visit:
Marblehead Custom Jewelry
Phone: 413‑238‑1383
Email: info@marbleheadcustomjewelry.com
Address: 66 Washington St, Marblehead, MA 01945
Website: https://marbleheadcustomjewelry.com
Policies: https://marbleheadcustomjewelry.com/policies/
We thank you for choosing Marblehead Custom Jewelry and appreciate your business.
