Refund policy
If for some reason you are unsatisfied, exchanges are accepted for online store credit within 14 days of receipt. There is no refund on custom orders. Our designs which are purchased from one of our retail partners must be returned to the store and are subject to their store policy. Jewelry must be returned in the original packaging and in the original condition.
We recommend insuring your repair or return. We are not responsible for lost packages and cannot issue a refund if your package is lost or damaged. Customer is responsible for shipping costs to and from the studio. Please ship in a hard, rigid box and not in a bubble mailer or envelope to avoid damage.
We reserve the right to deny any unreasonable repair requests.
A credit will be sent through email upon receipt of the item in the studio. Shop credits have no expiration date. Shipping costs are for the account of the buyer.
To set up a return, you can contact us at info@susanrodgersdesigns.com. We will provide a return authorization number for your return. Please note that returns will need to be sent to the following address: 129 Main Street, Unit 255, Stony Brook NY 11790, United States Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@susanrodgersdesigns.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products or personalized items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@susanrodgersdesigns.com.
Repairs and Service:
We take pride in our customer service! If your jewelry design arrives in an unsatisfactory condition or requires repair, please contact us at info@susanrodgersdesigns.com and we will be happy to assist you.
There will be no repair fee on designs that require repair within 60 days of purchase. After sixty days following receipt of your jewelry, repairs begin at $25.00 and can vary based on the extent of the repair.