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Our 30-Day Return & Exchange Policy
At The Brillora Jewelry House, we want you to feel completely confident and happy with your purchase. If you are not satisfied with your order, we gladly offer returns or exchanges within 30 days from the date your product was delivered, subject to the conditions outlined below.
Please Note: Return or exchange requests submitted after the 30-day period will not be accepted.
Eligibility for a Refund or Exchange
To be eligible for a return or exchange:
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The jewelry must be returned in its original, unused condition and original packaging.
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The item must not have been worn, altered, resized, damaged, lost, or otherwise modified.
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All original product documentation, certificates, and accompanying materials must be included with the return.
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If a diamond certificate or grading report is missing, a $150 replacement fee (or comparable applicable value) may be deducted from the refund.
Non-Refundable Items
Custom & Special Orders
Custom-made jewelry, personalized products, and special orders are final sale and are not eligible for refunds or exchanges, except in cases involving a confirmed manufacturing defect or error.
Please carefully verify all measurements, sizes, specifications, personalization details, and other information before placing an order.
Shipping Fees
Original shipping charges are non-refundable.
TIME SENSITIVE
Order Cancellations & Changes
If you need to modify or cancel an order, please contact The Brillora Jewelry House as soon as possible at:
Email: Support@thebrillora.com
Because our made-to-order and special-order jewelry may enter production shortly after an order is placed, we can accommodate cancellations or revisions only within 24 hours of placing the order.
After 24 hours, production may have started and materials may have been allocated specifically to your order. At that point, the order may no longer be eligible for cancellation or modification.
We cannot accommodate cancellations or revisions for orders that have already been dispatched.
How to Prepare a Return or Exchange
To initiate a return or exchange, please contact us at:
Please provide your order details and the reason for the return or exchange so that our support team can assist you with the next steps.
If you would like to exchange your item for a different product, we recommend placing a new order after the original item has been returned and the refund has been processed.
You may use any suitable carrier to return your item within the applicable 30-day return period. The Brillora Jewelry House is not responsible for items that are lost, stolen, or damaged while being returned to us. We strongly recommend using a fully insured and trackable shipping service and retaining your shipping receipt and tracking information.
Damaged Deliveries
If your package or jewelry arrives visibly damaged or appears to have been tampered with, please do not accept the delivery where possible and contact us immediately at:
If you have already accepted the package, please contact us as soon as possible and provide photographs of the packaging and the damaged item.
After Your Return Is Received
Once your return is received, the item will be inspected to confirm that it meets our return eligibility requirements.
Returns are typically reviewed within 24 business hours of being received. After the inspection, the return will be processed through our internal system and may be forwarded to our quality assurance team for final review.
Please allow approximately 5–10 business days for the return inspection and refund process to be completed. In some cases, the overall processing time may take up to two weeks.
For payments made through PayPal, approved refunds will be credited back to the original PayPal account. After the refund has been processed by us, it may take approximately 3–5 business days for the funds to appear in your account, depending on PayPal and your financial institution.
Please note that during periods of unusually high return volumes, including after major holidays or promotional periods, processing times may be longer than usual.
The Brillora Jewelry House reserves the right to refuse a return or exchange that does not meet the requirements outlined in this policy.