Refund policy

Definitions

In-house inventory. Items physically held by Entropic Designs at the time of order. This includes loose stones in The Pocket and finished pieces manufactured by Entropic Designs.

Supplier-sourced. Items ordered from our supplier at the time of purchase and shipped from the supplier. These items are not held by Entropic Designs.

Every product page states which category an item falls into.

Return window

Returns are accepted within 30 days of delivery. The return request must be submitted within that period.

Where an order ships in more than one shipment, the 30-day window applies separately to each item from the date that item was delivered.

Return authorization

All returns require prior authorization. Email hello@entropicjewelry.com with your order number and the item to be returned. A return authorization and return address will be issued by reply.

Items returned without authorization will not be accepted and will not be refunded.

Condition requirements

Returned items must be:

• Unworn and unused, in the condition received
• In original packaging, with all tags, certificates, and lab reports included
• Accompanied by proof of purchase

Loose stones must be returned with any accompanying report. A stone returned without its report, or whose inclusions do not match our record of the item shipped, will not be refunded.

Return shipping

Return shipping is paid by Entropic Designs where the item is defective, damaged in transit, incorrect, or not as described.

In all other cases return shipping is the customer's responsibility. Returns must be sent tracked and insured for the full value of the item. Items not received cannot be refunded.

Returnable items

The following are returnable under the terms above:

• All in-house inventory, at any price
• Supplier-sourced finished jewelry, unaltered, in a standard ring size, priced under $1,500

Restocking fee

A 15% restocking fee applies to returns of in-house inventory priced over $1,500. The fee is deducted from the refund and is disclosed at the time return authorization is issued.

No restocking fee applies to items priced under $1,500, or where the item is defective, damaged, incorrect, or not as described.

Final sale items

The following are not returnable. Final sale status is stated on the product page and confirmed by the customer prior to purchase.

• Bespoke and commissioned work
• Customized items, including any item engraved, set, or altered to order
• Rings sized to order. Rings ordered in a standard size are returnable
• Supplier-sourced loose stones, findings, semi-mounts, unset mountings, and fabricated metals
• Items marked Special Order, at any price
• Supplier-sourced items priced over $1,500
• Clearance items individually marked Final Sale. Discount codes and promotional offers do not make an item final sale
• Gift cards

Final sale status does not apply where an item is defective, damaged, incorrect, or not as described.

Refunds

Returns are inspected on receipt and the customer is notified of the outcome. Approved refunds are issued to the original payment method within 10 business days, less any applicable restocking fee. Posting times vary by financial institution.

If a refund has not been received 15 business days after approval, contact hello@entropicjewelry.com.

Damaged, defective, or incorrect items

Inspect your order on arrival. Report any damage, defect, or discrepancy to hello@entropicjewelry.com immediately. Where outer packaging appears disturbed, photograph it before opening.

Non-delivery must be reported within 30 days of the expected delivery date.

Exchanges

Exchanges are processed as a return and a separate order. Direct exchanges may be arranged on request.

International orders

Orders shipped outside the United States are fulfilled through Shopify Managed Markets, which acts as the seller of record for import and tax compliance. The terms on this page apply to your order, and returns are handled by us.

International returns follow the same 30-day window, the same authorization requirement, and the same condition requirements as domestic returns. Email hello@entropicjewelry.com before sending anything back.

Return shipping is the customer's responsibility unless the item is defective, damaged in transit, incorrect, or not as described. International returns must be sent tracked and insured for the full value of the item, and are frequently expensive. Items not received cannot be refunded.

Where a return is approved, your refund includes the duties and import taxes collected at checkout. Original outbound shipping charges are not refunded.

European Union and United Kingdom, 14-day cooling off

If your order is delivered in the EU or the UK, you have the right to cancel within 14 days of receipt for any reason, without giving a reason, in addition to the 30 days above. The item must be unworn and in its original packaging. Return shipping costs for cancellations are the customer's responsibility.

No restocking fee applies to EU or UK cancellations, at any price. Cancellations under this right are refunded in full, including duties, import taxes, and the standard outbound delivery charge if one was paid. Return shipping remains the customer's responsibility.

This right does not extend to goods made to your specification or clearly personalised: bespoke commissions, engraved pieces, and rings sized to order.

Bespoke and commissioned work

Bespoke projects proceed in stages. Payment terms, timeline, and specification are confirmed in writing before each stage begins, and the written quote governs.

Standard structure:

Each deposit becomes non-refundable when that stage begins. Deposits are credited in full toward the project total.

Completed bespoke work is final sale. This does not affect coverage for manufacturing defects.

Full payment in advance is accepted where preferred. Terms may be varied by agreement and are set out in your written quote.