Refund policy

At Mai's Jewelry, we strive to ensure you are completely satisfied with your fine jewelry and authentic natural gemstones. Please review our policy below for returns and exchanges.

1. Domestic Orders (US)

  • We offer a 30-day free return and exchange policy for all US orders (the 30-day window starts upon order arrival). If 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange.

  • To be eligible for a return, your item must be unused, unaltered, in the same condition you received it, and in its original packaging.

  • If a store credit is issued, it will never expire. However, credit cannot be refunded after 150 days.

2. Live Sale Purchases

  • Exchanges Only: All purchases made during our Live Sales are eligible for 30-day exchanges only; no returns or refunds are accepted (the 30-day window starts upon order arrival).

  • After 30 days from delivery, we cannot offer an exchange for Live Sale items.

3. Custom & Altered Orders (Non-Returnable)

  • All custom orders, special orders, altered, or resized jewelry are strictly NOT eligible for returns, refunds, or exchanges. All sales for these items are final.

4. International Orders

  • The 30-day return and exchange policy applies. However, return shipping costs and any US customs taxes/duties are the sole responsibility of the buyer.

  • Shipping insurance is strongly recommended for all international return shipments. Please contact us prior to ordering regarding sizing and product details to ensure the item is to your liking.

5. How to Initiate a Return

  • Contact Us First: You must contact us through our official channels to request a return before shipping any items back. Items sent back to us without a prior return request will not be accepted.

  • A receipt or proof of purchase is required to complete your return.

6. Refunds (If Applicable)

  • Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be automatically processed and applied to your original method of payment within a few business days.

  • Note: Any item not in its original condition, damaged, or missing parts for reasons not due to our error will not be eligible for a full refund.

7. Late or Missing Refunds

  • If you haven’t received your approved refund yet, please check your bank account again, then contact your credit card company or bank, as processing times may vary.

  • If you have completed these steps and still have not received your refund, please contact us directly through our website support at maisjewelry.com.