Refund policy

Pantoja Fine Jewelry — Return & Refund Policy

Effective Date: 09/01/2026 | Last Updated: 09/01/2026

Thank you for shopping with Pantoja Fine Jewelry ("Pantoja," "we," "us," or "our"). Because our merchandise consists of fine jewelry, precious metals, and gemstones, we have adopted the policy below to ensure fairness to our customers while protecting the integrity, authenticity, and value of the products we sell. By placing an order with Pantoja, you agree to the terms of this Return & Refund Policy.

1. Return Eligibility Window

Items may be returned for a refund, exchange, or store credit within [30] calendar days of the delivery date, unless otherwise noted below.
The return window begins on the date shown as "delivered" by the shipping carrier's tracking record.
Requests submitted after the eligibility window has closed will not be accepted, except where required by applicable law.

2. Condition Requirements

To qualify for a return, all items must be:

Unworn, unused, and undamaged, with no signs of wear, alteration, or resizing by a third party;
In their original condition with all original tags, authenticity cards, warranty cards, and certificates (e.g., GIA, AGS, or other gemological certification) attached and included;
Returned in the original packaging, including boxes, pouches, and protective materials;
Accompanied by the original sales receipt, invoice, or order confirmation number.

Pantoja reserves the right to refuse any return that does not meet these conditions, or to charge a restocking/reconditioning fee of up to [15–20]% of the purchase price for items showing signs of wear or missing original components.

All returned items are inspected by our gemologists/quality control team upon receipt before a refund or exchange is approved.

3. Non-Returnable / Final Sale Items

The following items are final sale and are not eligible for return, refund, or exchange, except in cases of manufacturer defect (see Section 6):

Custom, bespoke, or made-to-order pieces;
Engraved, monogrammed, or personalized items;
Items that have been resized, altered, or modified at the customer's request;
Special orders and items not normally stocked;
Earrings, and other body-contact items, for hygiene reasons, once removed from sealed packaging;
Loose gemstones and loose diamonds that have been certified and released with a corresponding certificate;
Sale, clearance, closeout, or promotional items marked "Final Sale";
Gift cards and store credit.

This section will be clearly disclosed to the customer at checkout for applicable items.

4. Refund Method and Processing

Approved refunds will be issued to the original form of payment used at purchase. We do not issue cash refunds for credit card, financing, or third-party payment purchases.
Please allow [7–14] business days from the date the return is received and approved for the refund to be processed, in addition to the time required by your financial institution to post the credit.
Original shipping, insurance, and handling charges are non-refundable, except where the return is due to Pantoja's error or a covered defect.
If a promotional discount, bundle offer, or free gift was applied to the original order, its value may be deducted from the refund if the return causes the order to fall below the applicable threshold.
At Pantoja's discretion, refunds may instead be issued as store credit for items outside the standard refund window but within the exchange window.

5. Exchanges and Sizing

We offer one complimentary resizing (within standard sizing limits) on eligible rings within [60] days of purchase. Items outside standard sizing ranges may incur an additional fee.
Exchanges for a different style, size, or item are permitted within the return eligibility window, subject to the condition requirements above and any price difference between items.
Once a ring has been resized, engraved, or otherwise altered, it is no longer eligible for return or refund but remains eligible for repair under warranty, if applicable.

6. Defective, Damaged, or Incorrect Items

If you receive an item that is materially defective due to workmanship, damaged in transit, or does not match your order, you must notify us within [7] days of delivery at Pantojasfinejewelry@gmail.com or 1(313) 355-4082.
We may require photographic evidence of the defect or damage and the original packaging prior to issuing a prepaid return label.
Verified manufacturer defects will be repaired, replaced, or refunded at Pantoja's discretion, at no cost to the customer.
This warranty against defects does not cover normal wear and tear, damage from misuse, accidents, improper storage, exposure to chemicals, or unauthorized repairs by a third party.

7. Authentication and Anti-Fraud Protections

Because fine jewelry is a high-value and frequently counterfeited category of goods, Pantoja reserves the right to:

Inspect and authenticate every returned item against internal records, including photographs, weights, and gemological data captured at the time of sale;
Refuse a refund or exchange, and return the item to the customer at their expense, if the item received does not match the item originally sold (including but not limited to substituted stones, altered metal content, or counterfeit items);
Require a signature, government-issued ID verification, or additional documentation for high-value returns;
Delay refund processing pending fraud review on any order flagged by our risk management systems.

Pantoja cooperates with law enforcement in cases of suspected fraud, and reserves all rights and remedies available under applicable law, including recovery of the item's value and associated costs.

8. Return Shipping Procedure

All returns must be initiated by contacting Pantojasfinejewelry@gmail.com or 1(313) 355-4082 or through our online Return Portal to receive a Return Merchandise Authorization ("RMA") number. Returns sent without a valid RMA will not be accepted.
Customers are responsible for return shipping costs unless the return is due to Pantoja's error or a covered defect.
Given the value of fine jewelry, all returns must be shipped fully insured for the item's full purchase price and sent via a trackable, signature-required carrier (e.g., FedEx, UPS, or USPS Registered Mail). Pantoja is not responsible for items lost, stolen, or damaged in transit that were not insured and shipped in accordance with this requirement.
Risk of loss for a returned item remains with the customer until the item is received and verified at our facility.

9. In-Store Purchases

Items purchased at a Pantoja retail location must be returned to a Pantoja retail location and are subject to the same eligibility, condition, and documentation requirements set out in this policy, unless otherwise stated on the original sales receipt.

10. Gift Returns

Items received as a gift may be returned for store credit only, equal to the item's purchase price, provided the item meets all condition requirements above and is accompanied by the gift receipt or order number.
Store credit issued for gift returns does not expire for [12] months from the date of issuance, unless prohibited by applicable law.

11. Sales Tax

Sales tax refunds, where applicable, will be issued in accordance with the tax laws of the jurisdiction in which the sale occurred.

12. Limitation of Remedies

This Return & Refund Policy states the customer's sole and exclusive remedy for returns, refunds, and exchanges. Except as required by applicable law or as expressly stated in this policy or any written warranty provided with a specific product, Pantoja disclaims all other remedies, including incidental or consequential damages arising from the purchase or return of merchandise.

13. Governing Law and Consumer Rights

This policy is governed by the laws of the State of Michigan, without regard to conflict-of-law principles, and does not limit any non-waivable statutory rights available to consumers under applicable federal, state, or local law, including any mandatory cooling-off periods or warranty protections that cannot be waived by contract.

14. Changes to This Policy

Pantoja reserves the right to modify or update this policy at any time. The version of the policy in effect at the time of purchase will govern that transaction. Changes will not retroactively apply to orders placed before the effective date of the update.