Refund policy
If something isn't right, we'll make it right. But please read our policy carefully before reaching out.
All sales are final. We do not accept returns or exchanges for change of mind, sizing preference, items specified as non-returnable or for any reason other than the specific conditions outlined below.
Our Policy: You have 7 days from the date you receive your order to request a return. Please note your original shipping fee is not refundable and will be deducted from the refundable amount. If the return is the result of an incorrect item sent by us, your shipping cost will be refunded in full.
Once we receive the item: We will initiate a refund to your credit card (or original method of payment), and you will be notified via email. Please email us within 7 days of receiving your item in the email: report@foundjewelry.ca to start the return process.
To Be Eligible for a Return
Your item must be:
- Unworn and unused, with tags attached
- In its original packaging (box and pouch included)
- Free of any signs of wear or damage
- Accompanied by proof of purchase
How to Start a Return: Email us at report@foundjewelry.ca before sending anything back. We'll confirm whether your return is accepted and send you the return address and instructions. Items sent back without prior approval will not be accepted.
Additionally, we do not provide pre paid return labels; the cost to ship the items for a refund is to be covered by the purchaser wishing for a refund.
Unboxing Video Requirement: We ask that all customers record a clear unboxing video when opening their package. This protects you and us. Without an unboxing video, we may not be able to process damage or dispute claims.
Incorrect or Defective Items: Inspect your order as soon as it arrives. If your item is found defective, or incorrect, please contact us immediately at report@foundjewelry.ca. Incorrect or defective items are always covered regardless of sale status, we'll arrange a refund as appropriate.
Defective Items: We take quality seriously. Defective item claims are subject to strict verification and must meet all of the following requirements:
- Reported within 48 hours of delivery (based on carrier tracking confirmation)
- Submitted with a clear unboxing video showing the defect - claims without video will not be accepted
- Item must be completely unworn and unaltered
- We cross-reference all claims against our internal packing and dispatch records before any approval is granted
What qualifies as a defect (manufacturing faults present on arrival only):
- Broken clasp straight out of the box
- Missing stone on arrival
- Plating visibly uneven or flaking on arrival
What is NOT covered:
- Chains or clasps that break during or after wear
- Tarnishing, dullness, or discoloration of any kind
- Damage from water, sweat, perfume, chemicals, or improper storage
- Pieces bent, broken, or altered after delivery
- Normal wear over time
- Any claim reported after 48 hours of delivery, no exceptions
Incorrect Item Received
If you believe you received the wrong item, you must:
- Report it within 48 hours of delivery
- Provide your unboxing video showing the incorrect item alongside the original packaging and label
- Ensure the item is unworn and in original condition, any sign of use voids the claim
We verify all incorrect item claims against our internal packing records. Approved claims will receive a replacement or store credit,refunds are issued at our discretion.
What Cannot Be Returned:
The following items are final sale and cannot be returned or refunded under any circumstances:
- Items that are specified as non returnable
- Earrings, for hygiene reasons
- Custom or personalised items - all custom orders are final sale, communicated clearly at time of purchase
- Sale items
- Gift cards
If you are unhappy or have any questions about your order please don’t hesitate to reach out to us at report@foundjewelry.ca.
*Please note: Our customer service team answers emails Monday-Friday from 10-4pm EDT (excluding Holidays).