Confidence, clarity, and care after purchase.
At Pristine Regal Jewelers, we want you to feel confident in your purchase. If something is not right, eligible items may be returned or exchanged within our return window, subject to the conditions below.
30-Day Window
You may request a return or exchange within 30 days of delivery if your item meets the eligibility conditions.
Eligibility Matters
Returned items must be unused, unworn, unaltered, free from damage, and returned with original packaging.
Final Sale Items
Custom, made-to-order, engraved, sized, loose certified stones, and investment items may be final sale unless faulty or incorrect.
30-Day Return Window
You may request a return or exchange within 30 days of delivery. To begin, contact our concierge team with the details of your order.
- Your order number
- The item or items you would like to return or exchange
- A brief reason for the request, optional but helpful
Return Eligibility
To be eligible for a return or exchange, returned items must meet the conditions below.
- Unused, unworn, and unaltered
- Returned in original packaging, including any certificates or cards where applicable
- Free from damage, scratches, resizing, modification, or signs of wear beyond what was received
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
For authenticity, hygiene, sourcing, and production reasons, some items may be final sale unless faulty, damaged, or incorrect.
- Custom or made-to-order pieces, including custom requests
- Engraved items
- Ring settings made to a selected size or altered specifically for you
- Loose diamonds and gemstones that are certified or serialized once delivered
- Gold bars, bullion products, and investment items
If you are unsure whether your item is eligible for return or exchange, contact our concierge team before placing your order.
Exchanges
If you would prefer an exchange, our concierge team can guide you through available options.
- We can help you select an alternative item where available.
- Price differences may apply.
- Exchanges follow the same eligibility rules as returns.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible so we can review the issue and arrange the best resolution.
- Contact us within 48 hours of delivery.
- Include clear photos or videos of the item and packaging.
- Do not dispose of packaging until your case has been reviewed.
We may arrange a replacement, exchange, repair, or refund where appropriate.
Refunds
Once your return is received and inspected, eligible refunds will be reviewed and processed.
- Approved refunds are issued to the original payment method.
- Processing times depend on your bank or payment provider.
- Original shipping fees may be non-refundable unless the return is due to our error.
Return Shipping & Insurance
Return shipping is the customer’s responsibility unless the return is due to an error on our part.
- High-value items should be sent using tracked and insured delivery.
- We are not responsible for items lost or damaged in transit without tracking or insurance.
- Return shipping instructions will be provided after your request is reviewed.
How to Start a Return
Before sending any item back, contact our concierge team and wait for return instructions.
- Email support@pristineregaljewelers.com with your order number.
- Tell us which item you want to return or exchange.
- Include your reason and photos if the item is damaged, defective, or incorrect.
- Wait for our concierge team to confirm the next step.
Need another customer care page?
Use these pages for shipping information, order updates, product guidance, and private support.
Unsure if your item is eligible?
Contact our concierge team before starting a return or exchange. We can review your order details and guide you through the correct next step.