Refund Policy

1. 7-Day Return Window for online orders only.

We have a 7-day return policy, which means you have 7 calendar days after receiving your item to request a return.  Sales and payments made in person are final. Payments may be used as credit towards another item.

Please note There is a 3% restocking fee on all returns. 

To initiate a return, you must contact us via email at joyeriaserranofl@gmail.com. Please ensure your email includes all of the following information:

  • Order Number (#)
  • Receipt or Proof of Purchase (photo/screen shot accepted)
  • Customer First & Last Name
  • Detailed Reason for Return
  • Any Pictures Pertaining to the Product

2. Eligibility and Condition

To be eligible for a return, your item must be in the exact same condition that you received it:

  • Unworn, unused, and undamaged.
  • With all original tags and protective seals intact.
  • In its original packaging. (Including presentation boxes, certificates of authenticity, and any accessories.)

Items that show any sign of wear, alteration, or damage will be returned to the customer and not be eligible for a refund.

3. Return Shipping & Process

  1. Request Approval: Do not send the item back before receiving confirmation. Items sent back to us without an initial return request approved via email will not be accepted.
  2. Return Shipping Label: If your return is accepted and approved, we will provide instructions on how and where to send your package.
  3. Shipping Responsibility: The customer is responsible for all return shipping costs. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item and are not responsible for items lost or damaged in return transit.
  4. Instructions: We will send you a return shipping label if the item was damaged or incorrect (see Section 6). For all other approved returns, the customer will be responsible for shipping.

4. Non-Returnable Items (Crucial Risk Reduction)

Certain types of items cannot be returned, including:

  • Custom-made, personalized, or engraved items.
  • Items purchased during a sale or marked as "Final Sale."
  • Gift cards.

Please contact us if you have questions or concerns about your specific item.

5. Damages and Issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you received the wrong item, you must contact us at joyeriaserranofl@gmail.com within 48 hours of delivery so that we can evaluate the issue and make it right. In these specific cases only, we will cover the return shipping costs.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and the refund is processed, you can make a separate purchase for the new item.

7. Refunds

We will notify you once we’ve received and thoroughly inspected your return. We will then let you know if the refund was approved or rejected based on the condition outlined in Section 2.

  • If Approved: You’ll be automatically refunded on your original payment method. The refund will be processed within 3 business days of the approval date.
  • Bank Processing Time: Please remember it can take an additional 5–10 business days for your bank or credit card company to process and post the refund back to your account.

If more than 5 business days have passed since you received your refund approval notification, please contact us at joyeriaserranofl@gmail.com.