Refund policy

Returns & Exchanges

All full-priced, unworn jewelry is eligible to be returned for a refund or exchange within 14 days of receipt. There is a 15% restocking fee on all returns and exchanges.

The following are FINAL SALE and not eligible for returns, exchanges, or price adjustments:

• Items purchased on sale or during a sale event
• Items purchased and shipped internationally
• Custom pieces and special orders

Please note: items showing any signs of wear, resizing, or damage will not be accepted and will be returned to sender.

If you have a question about a custom piece or special order, please contact us at info@kbhjewels.com.

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How to Submit a Return Request

1. Click the account icon in the store's navigation menu.
2. Log in to your account: enter your email address and click Continue.
3. Open the email sent from our store and copy the six-digit verification code.
4. Return to the store and enter the verification code.
5. Click Request return for the order you wish to return.
6. If your order has more than one item, select the items you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return.

If your return is approved, you will receive an email with shipping instructions. Please ensure your item is packed securely in its original packaging. KBH Jewels is not responsible for any damage incurred during transit.

Returns & the EU Right of Withdrawal

Every piece offered by KBH Jewels is made to order. We do not manufacture or hold finished jewelry as pre-made stock. When you place an order, your piece is individually crafted to your specifications — including size, metal, stone selection, and any personalization — after your order is confirmed.
Because each item is produced specifically for you and cannot be resold as new to another customer, KBH Jewels pieces fall under the made-to-order exception to the EU’s standard 14-day cooling-off period, as set out in Article 16(c) of the EU Consumer Rights Directive (2011/83/EU). This means the standard right of withdrawal does not apply to KBH Jewels purchases.
What this means for your order
●     All sales are final once production begins, as each piece is built specifically to your order.
●     Because KBH Jewels pieces are made to order rather than sold from held inventory, they are not eligible for the 14-day “cooling-off” cancellation available on standard retail purchases.
●     This applies to all KBH Jewels pieces, including those without engraving or size customization, as every item is produced only after your order is placed.
Damaged, defective, or incorrect items
This policy covers your right to change your mind. It does not affect your separate legal right to a repair, replacement, or refund if your piece arrives damaged, defective, or does not match what you ordered. Please contact us within 10 days of delivery with photos of the issue, and we will make it right.
Order changes and cancellations before production
Because pieces are made to order, we’re able to accommodate changes or cancellations only in the brief window before your piece enters production. Contact us as soon as possible at info@kbhjewels.com if you need to adjust or cancel an order — we will always do our best to help, but cannot guarantee changes once crafting has begun.