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Returns, Exchanges & Warranty
Each piece of Kieve Pauzé Jewelry is made or carefully finished by hand in my Montreal studio. Because many pieces are made individually, made to order, or created specifically for you, return and exchange conditions vary depending on the type of jewelry purchased.
Returns & Exchanges
Regular-priced pieces from the collection may be returned or exchanged within 30 days of receiving your order.
To be eligible, jewelry must be unworn, unused, unaltered and returned in its original condition and packaging. Proof of purchase is required.
Once the piece has been received and inspected, an eligible return will be refunded to the original method of payment.
Original shipping charges are non-refundable, and return shipping costs are the responsibility of the customer unless the return is related to a confirmed manufacturing defect.
Sale items, final-sale items and gift cards are not eligible for return or refund.
Solid Gold Jewelry
Many solid gold pieces are made to order specifically for you. Because of the value of the materials and the individual nature of production, made-to-order solid gold pieces are not eligible for refunds.
If you are not completely happy with your piece, please contact me within 30 days of receiving it. Depending on the piece and its condition, an exchange or store credit may be available.
Pieces that have been customized, engraved, altered or made to specific measurements are final sale.
Custom & Bespoke Jewelry
Custom jewelry is created specifically for you and is therefore final sale.
A 50% non-refundable deposit is required before production begins. This deposit covers the design process, consultations, sourcing of materials and stones, and the preparation and production work involved in bringing your piece to life.
You will have the opportunity to review and approve the design before production. Once a design has been approved and production has begun, substantial changes may result in additional fees.
This may include changes to the approved design or 3D model, dimensions, materials, stones, ring size or other elements that require additional design or production work.
My goal is always to make sure you are happy with the final piece, so please don't hesitate to communicate any questions or concerns during the design process.
Engagement Rings & Wedding Bands
Engagement rings and wedding bands that are made to order or customized are considered final sale.
For custom rings, one complimentary first resizing is included when possible. Some designs, stone settings or significant size changes may require additional work and may not be eligible for complimentary resizing. I will always discuss this with you before any work is done.
Maternity Keepsakes
Umbilical cord jewelry and other maternity keepsakes are deeply personal pieces created from material provided specifically by you. For this reason, all maternity keepsake jewelry is final sale and cannot be exchanged or refunded.
Your original material will be handled with great care throughout the process. Any remaining material that can reasonably be returned will be sent back to you with your finished piece.
Because each keepsake is cast from a unique organic object, small variations in shape, texture and surface are a natural part of the finished jewelry and make each piece one of a kind.
Handmade Jewelry & Natural Variations
Every piece is handcrafted, which means slight variations may occur from one piece to another. Small differences in texture, shape, finish and dimensions are part of the handmade process and are not considered defects.
Natural gemstones may also contain variations in colour, pattern, texture and inclusions. These characteristics are part of the natural stone and make each one unique.
Warranty & Craftsmanship
I stand behind the craftsmanship of every piece I make.
If you experience an issue that appears to be related to a manufacturing or craftsmanship defect, please contact me with your order information and clear photographs of the jewelry. I will assess the piece and, when the issue is confirmed to be related to its construction, repair or replace it as appropriate.
The warranty does not cover damage caused by normal wear and tear, accidents, improper care or storage, impact, lost or damaged stones due to wear, alterations or repairs performed by another jeweller, or loss of the jewelry itself.
Jewelry naturally changes with wear. Scratches, small marks and changes to the surface finish are expected over time, particularly with rings and other pieces worn daily.
Vermeil & Gold-Plated Jewelry
Gold plating and vermeil naturally wear over time. How quickly this happens depends on frequency of wear, skin chemistry and exposure to water, perfume, lotions, cleaning products and other substances.
Gradual fading or wear of a plated finish is considered normal wear and is not covered as a manufacturing defect.
If your piece needs refreshing, please contact me to discuss replating or refinishing options.
Repairs
I am happy to assess repairs whenever possible, whether the piece was purchased recently or has been loved for years.
Repairs related to a confirmed craftsmanship defect will be handled under the warranty. Repairs resulting from regular wear, accidental damage or other circumstances may be subject to a repair fee.
Please contact me before sending any jewelry to the studio so I can assess the situation and provide return instructions.
Returning Your Jewelry
Before sending a return, exchange or repair, please contact Kieve Pauzé Jewelry so I can confirm eligibility and provide shipping instructions.
Return packages should be securely packaged and sent using a tracked and insured shipping service. Kieve Pauzé Jewelry cannot be responsible for packages that are lost or damaged while being returned.
If your order arrived damaged or you believe there is a problem with your jewelry, please contact me as soon as possible with photographs so I can help make it right.