Refund Policy

This Refund Policy outlines our procedures for deposits, repairs, custom orders, and other services provided by Jones Custom Jewelry And Watch Repair.

Last Updated: January 15, 2025

Repair Services

For all repair services, our policies are as follows:

• Estimates: We provide written estimates for all repair services. These estimates include a description of the work to be performed, the estimated cost, and the expected timeframe for completion.
• Approval: Work will not begin until you have approved the estimate.
• Deposits: For certain repairs, especially those requiring special parts or significant labor, we may require a 50% deposit before work begins.
• Satisfaction: Our goal is your complete satisfaction. If you are not satisfied with the repair, please contact us within 7 days of receiving your item, and we will address your concerns.
• Repair Refunds: Due to the custom nature of repair work, we do not offer refunds on completed repairs. If an issue arises with the repair, we will gladly re-examine the item and make adjustments as needed to ensure your satisfaction.

Custom Orders

For custom jewelry design and creation, our policies are as follows:

• Design Fee: A non-refundable design fee may be required for custom jewelry design services. This fee covers the time and expertise invested in creating your custom design.
• Approval Process: We provide sketches or 3D renderings for your approval before creating the piece. Once you approve the design, we require a 50% deposit to begin production.
• Changes: Minor design changes can be accommodated during the initial design phase at no additional charge. Significant changes after design approval may incur additional costs.
• Custom Order Deposits: The 50% deposit for custom orders is non-refundable once production has begun, as materials may have been purchased and work started specifically for your piece.
• Final Payment: The remaining balance is due before delivery of the completed item.
• Satisfaction: If you are not completely satisfied with your custom piece, we will work with you to make reasonable adjustments. Due to the custom nature of the work, we do not offer refunds on completed custom orders.

Special Orders

For special ordered items (merchandise ordered specifically for you that we do not typically stock):

• Deposits: A 50% non-refundable deposit is required for all special orders.
• Cancellations: If you need to cancel a special order before the item arrives, you will forfeit your deposit.
• Returns: Special ordered items cannot be returned unless they are defective.
• Defective Items: If a special ordered item arrives defective, we will either repair it, replace it, or refund your money at our discretion.

Appraisal Services

For jewelry and watch appraisal services:

• Fees: Appraisal fees are non-refundable as they compensate for the professional service provided, regardless of the appraised value of the item.
• Documentation: All appraisals include detailed documentation and photographs. If you find any errors in your appraisal document, we will correct them at no additional charge within 30 days of the appraisal date.

Cleaning and Maintenance Services

For jewelry cleaning, polishing, and routine maintenance services:

• Satisfaction: If you are not satisfied with cleaning or polishing services, please return within 7 days, and we will re-clean or re-polish at no additional charge.
• Refunds: We do not offer refunds for cleaning and maintenance services as these are labor-based services that have been performed.

Shipping Policy for Repair Services

For customers using our nationwide shipping service:

• Shipping Fees: Shipping and handling fees are non-refundable.
• Return Shipping: If you decline a repair after receiving an estimate, return shipping costs are your responsibility.
• Insurance: All items are shipped with insurance. Any claims for items damaged or lost during shipping must be filed with the shipping carrier according to their policies.

Payment Methods

We accept the following payment methods:

• Credit cards (Visa, MasterCard, American Express, Discover)
• Debit cards
• Cash (in-store only)
• Personal checks (for local customers, subject to verification)

For refunds, we will issue the refund using the same payment method that was used for the original transaction.