- Order Cancellation
- Returns, Refunds & Exchanges
- Sales & Discounts
- Ever & Ever Collection
We guarantee the structural integrity of our jewelry. All Northwood jewelry is warranted to be free from manufacturing defects in material and/or workmanship. In the case of manufacturing defects, the warranty provides repairs to the item free of charge*. This warranty is void if jewelry is repaired or resized by any other jeweler, or if jewelry has been modified in any way.
*See our Shipping policy for associated shipping costs.
Center gemstones or gemstones larger than .05ct are not covered under warranty. Melee gemstones (2mm or smaller) will be replaced free of charge for the first 6 months. If there is damage to the piece during the first 6 months, such as a missing or damaged prong, melees will be replaced for a fee equal to materials and labor.
Forever One Charles & Colvard moissanites over 4mm come with a warranty from Charles & Colvard. You will receive a warranty card with your purchase and will be responsible for setting up your warranty with them.
Gold and Wood Rings
Because wooden rings need to be worn with care, this warranty does not cover chips, dents, breakage, cracks or faster wear of the acrylic finish on the wood portion of the ring than what is considered average.
LIFETIME CARE, REPAIR & REFINISHING
We will do everything we can to repair your Northwood jewelry for a nominal cost if your item needs repairs that fall outside our Limited Warranty. Repairs will be assessed and an estimate provided and agreed upon before repairs begin.
We offer free inspection of gemstone settings on all Northwood jewelry for the lifetime of the piece(s). Jewelry with gemstone(s) should be inspected annually for loosening of the stone(s) in their setting(s).
If you have questions about damage to your Northwood jewelry or suspect your gemstone(s) is(are) becoming loose, please write to us at email@example.com or use our contact form to reach out to us.
Northwood products that contain natural materials such as wood will need to be refinished from time to time to ensure the waterproof acrylic finish that protects these natural materials from water remains in good condition.
We offer free refinishing of the waterproof acrylic finish for the lifetime of your jewelry with natural material inlays, such as wood. Minor repairs will be completed free of charge when your item arrives for refinishing. If you require major repairs please contact us before sending your item to us to discuss repair options.
For all care, repair, and refinishing, shipping is the responsibility of the customer, as outlined in our Shipping policy.
NEWLY PURCHASED PRODUCTS
For newly purchased products over $100, shipping through UPS—fully insured against loss or damage—is provided; your package will be covered until the moment it’s delivered to you. Customers may choose to upgrade the shipping method for their order at checkout. We cannot accept shipping labels created by customers to ship new products to their destination.
International orders are shipped with appropriate customs information and all legally required details for customs and duty purposes. We cannot alter our descriptions or in any way try to skirt legally required reporting to avoid customs and duty fees. Customers are responsible for understanding their country’s import fees for the products they purchase, and for abiding by their country’s import restrictions.
Shipping fees, VAT charges, and customs/duty fees associated with the shipping of your product are the responsibility of the customer unless expressly provided by us.
If a package is returned because the recipient was not available or could not be contacted at the time of delivery, any shipping and import fees will be deducted from the total refund amount (as per our Refund policy) for the product.
RETURNS, EXCHANGES, AND WARRANTY SERVICES
To return or exchange new products and to send products in for warranty services, customers must purchase their own shipping, safely package their product(s) for shipment, and insure their package appropriately. We recommend you contact us before shipping across any international border for help if you have questions about regulations, best practices or proper shipment of your items. We have extensive knowledge of how to properly ship products containing wood, precious materials and other natural materials that we would be happy to share with you.
Packages that accrue customs charges will be refused if Northwood cannot contact the sender for payment within the shipping courier’s allotted holding time frame.
Exchanges, repairs, refinishes, and resizes will be charged shipping when the product(s) is(are) ready to be returned to the customer. At this time, customers will receive multiple shipping options, with either UPS or Canada Post, and may select their preferred shipping method. Customers are responsible for any and all customs charges associated with the return shipping of their product(s).
Damage or loss during the shipping and handling of returned packages is not the responsibility of Northwood.
Order cancellation requests must be submitted in writing within 48 hours of the time the order was placed. Deposit and partial payments are non-refundable. If an order cancellation request is received outside of this time frame, our regular Returns, Refunds & Exchanges policy will apply.
Returns and exchanges are accepted on all Northwood jewelry within 14 days of receiving your product(s). Products must be returned in original, unworn condition. Modifications made to the original product(s), abnormal signs of wear, or having our jewelry worked on by any other jeweler voids the ability to return the product(s) for refund or exchange. Custom orders, deposits, inscription fees, and partial payments are not eligible for refund.
As each product is made to order, a 10% restocking fee plus $40 for shipping (USA/Canada) or applicable shipping costs (outside USA/Canada) will be deducted from the total refund amount.
Exchanges apply to item(s) of equal or greater value than the original item(s) ordered. If an item of lesser value is chosen for exchange, the difference in cost between the original and new item will not be refunded.
Customers are responsible for safe return shipping of the product(s) and any fees associated with return shipping. Please see our Shipping policy for more information.
PERFECT FIT GUARANTEE (Gold and Wood Rings)
Due to the natural materials used in our rings with wooden inlays, most gold and wood rings cannot be resized without being remade. Our Perfect Fit guarantee has you covered if you need to have these ring styles resized.
Under this guarantee, you can ship your ring with a wooden inlay to our shop in Nova Scotia (see our Shipping policy) within 30 days of receipt for one resize at 15% of the original cost of your ring. This 15% fee will be calculated using the base cost of the ring only. If you purchase a ring with a gemstone, the cost for resizing will be calculated based on the cost of the ring without the gemstone. If necessary, separate setting fee(s) will be charged to reset the gemstone(s) once the ring has been recreated in the new size. Northwood does not accept responsibility for any damage to gemstones that may occur during extraction and resetting during a resize or repair. If applicable, separate inscription fee(s) will be charged (in addition to the 15% fee) to re-add the inscription(s) to the resized ring(s).
Ring(s) must be in unworn condition and shipped within the 30-day validity period of our Perfect Fit guarantee. Rings returned after 30 days of receipt will not be eligible for our Perfect Fit guarantee (see Resizing Gold and Wood Rings after 30 days). Custom rings may not be eligible.
Special Note: The natural materials used to create your original ring may be replaced when the ring is recreated in the new size. The resized ring you receive may therefore vary in appearance from your original ring (specific examples of these variations include wood tone, wood grain pattern, etc.).
RESIZING GOLD AND WOOD RINGS AFTER 30 DAYS
We will resize gold and wood rings, as outlined in our Perfect Fit Guarantee, outside of the 30-day window. The fee for resizing outside the 30-day window is equal to the labor and materials required to resize the ring, which is 35% of the current retail price of the ring. Please see our Perfect Fit Guarantee for all other gold and wood ring resizing details.
All gold rings can be resized for a fee equal to the labor and materials required to resize the ring. Please write to us by email at firstname.lastname@example.org or use our contact form for a quote, if necessary, as resizing fees for gold rings depend on ring style, width, number of gemstones, etc.
We offer flexible interest-free payment plans for our customers’ convenience. These payment plans are a layaway option only, therefore the product(s) will not be shipped until the payment plan has been completed and the product(s) are paid for in full. Production of the product(s) begins once 50% of the purchase price has been paid. Layaway installments are non-refundable.
Customers may choose to pay the remainder owing towards their plan early. In this case, the product will be considered paid from the date of the final payment. Production will begin at this time and be completed within our regular production timelines (from the date of the final payment).
Please write to us by email at email@example.com or use our contact form if you wish to set up a layaway plan.
Only one sale or discount may be applied to a single purchase (sales and special discount offers cannot be combined).
Sales and discount items are not eligible for installment options (layaway plans).
All Ever & Ever collection products are final sale.
Our Warranty, Shipping, Order Cancellation, Gold Ring Resizing, Layaway, and Sales & Discounts policies still apply to Ever & Ever collection products.
TERMS OF SERVICE
Policies Updated As Of April 14th, 2022. These Policies Are Subject To Change At The Discretion Of Northwood Custom Jewelry.