Refund policy

Last updated: 28th April 2026

Our Promise

At Real Canarys, every piece of jewellery is crafted with care and we want you to love it the moment it arrives. If something isn't right, we'll make it right.

We offer a 30-day return and refund policy with free return shipping on all eligible orders. No restocking fees. No hidden charges. Just an honest, transparent return process designed around you.

The 30-Day Return Window

You have 30 days from the date of delivery to request a return or exchange. After 30 days, we're unable to offer a refund or exchange unless the item is defective or damaged.

To be eligible for a return, your item must be:

Unworn and unused, in its original condition.
Returned with all original packaging, including the box, pouch, and any branded materials.
Accompanied by the original certificates (IGI, GIA, or other grading reports) and any documentation that came with your order.
Free of damage, scratches, or signs of wear.

Items that don't meet these conditions may be refused or subject to a deduction.

Free Return Shipping

We cover return shipping costs on all eligible orders. Once your return is approved, we'll email you a prepaid, fully insured shipping label within 1 to 2 business days.

For your protection, we strongly recommend using the label we provide. Items returned through other carriers without insurance are at your own risk. Real Canarys cannot be held responsible for items lost or damaged in transit when shipped outside our system.

How to Start a Return

The process is simple:

1. Email us at contact.realcanary@gmail.com within 30 days of delivery, including your order number and the reason for return.
2. Receive your prepaid label within 1 to 2 business days.
3. Pack the item carefully in its original packaging, with all certificates and documentation included.
4. Ship it back using the prepaid label provided.
5. Track your refund - once we receive and inspect the return, we'll email you within 3 or 5 business days to confirm approval.

Refund Timeline

After your return is approved:

Refunds are processed to your original payment method within 7 to 10 business days.
Bank wire transfers may take an additional 3 to 5 business days depending on your financial institution.
You'll receive an email confirmation once the refund has been issued.

If you haven't received your refund within the expected window, please first check with your bank or card issuer as refunds sometimes take a few extra days to post on their end. If it's still missing, reach out to us at contact.realcanary@gmail.com

Exchanges

We're happy to exchange your item for a different size, style, or design within 30 days of delivery, subject to availability.

If the new item is of higher value, you'll be charged the difference. If it's of lower value, the difference will be refunded to your original payment method.

To request an exchange, follow the same process as a return and just mention "Exchange" in your email along with the new item you'd like.

Defective or Damaged Items

If your jewellery arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photos of the item and its packaging. We'll prioritize your case and arrange a replacement or full refund at no cost to you including all shipping fees.

We stand behind every piece we make. If something goes wrong on our end, we fix it.

Custom & Personalized Orders

Custom-made, modified, or personalized items including engraved pieces, custom designs, and bespoke modifications â€” are not eligible for return or exchange, except in cases of:

Manufacturing defects
Damage on arrival
Errors made on our end (wrong size, wrong stone, incorrect engraving, etc.)

This policy exists because custom pieces are crafted specifically for you and cannot be resold. We strongly encourage you to review your custom order details carefully before confirming.

If you need to cancel a custom order, please contact us within 48 hours of placing it. After 48 hours, a cancellation fee of 15% of the order value will be charged to cover materials and labor already committed.

Earrings & Hygiene Items

For health and hygiene reasons, we are unable to accept returns or exchanges on pierced earrings unless they are defective or damaged. This protects the safety of all our customers.

Order Cancellations

You may cancel any order within 24 hours of purchase for a full refund, no questions asked.

After 24 hours, cancellation may not be possible if production has begun. For custom orders, the 48-hour cancellation rule applies (see Custom & Personalized Orders above).

International Returns

We ship globally and accept returns from international customers under the same 30-day policy. For international returns:

Return shipping is still on us via our prepaid international label.
Customs duties and import taxes paid on the original order are refundable in some countries; you may need to claim these directly from your local customs authority. We provide all necessary documentation to support your claim.
Please mark the return package clearly as "Return of Merchandise" to avoid additional customs charges on the inbound shipment.

Non-Returnable Items

The following are final sale and cannot be returned or exchanged:

Custom-made, personalized, or engraved jewellery (except for defects)
Pierced earrings (except for defects)
Items returned without original packaging or certificates
Items showing signs of wear, damage, or alteration
Items returned outside the 30-day window
Gift cards

Lost or Damaged Returns

Returns shipped using our prepaid label are fully insured. If a package is lost or damaged in transit while using our label, we'll handle the claim and process your refund without delay.

If you choose to ship via a different carrier, please use a trackable, insured service. Real Canarys is not responsible for lost or damaged returns sent outside our shipping system.

Comparative Purchasing

To keep our prices fair and our craftsmanship sustainable, we don't permit comparative purchasing buying multiple similar pieces with the intent to keep one and return the rest. If we suspect an order is comparative, we reserve the right to limit returns or refuse the order before shipping.

Need Help?

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