Cancellation, Return & Refund Policy

Cancellation: To initiate a cancellation of an order, customers are required to notify us within 24 hours of the initial purchase. Any cancellation requests submitted after this timeframe will result in a fee being levied to offset restocking and labor expenditures. For cancellations of CVD diamond jewelry, a 30% cancellation fee will be applied, while cancellations of moissanite jewelry will incur a 20% cancellation fee.

Return Policy: Sophia Manor operates under a 30-day return policy, allowing customers a 30-day window from the date of receipt to request a return for their item. To qualify for a return, the item must remain in its original condition, unworn and unused, with all tags attached and in its original packaging. Additionally, proof of purchase, such as a receipt or order confirmation, is required. Should you have any inquiries regarding returns, please do not hesitate to contact us at support@sophiamanor.com.

Given the handcrafted nature of our designs, all returns will be subject to a 30% restocking fee for CVD jewelry and a 20% restocking fee for Moissanite jewelry. This fee encompasses the labor involved in resizing and polishing the returned piece. Should the returned piece require extensive cleaning or repair, or if it is in a condition that inhibits resale, a higher restocking fee may be applied, commensurate with the extent of the necessary work.

Damages and issues: We urge customers to inspect their order upon receipt. If the item is found to be defective, damaged, or incorrect, please notify us immediately so that we may assess the issue and rectify it promptly.

Certain items are not eligible for return or exchange, including:

  • Custom or personalized orders
  • Made-to-order eternity bands
  • Items marked as on sale
  • Items purchased during a sale event
  • Any item with physical damage

Should a customer wish to exchange their ring, a 20% restocking fee will be deducted from the original purchase amount. The remaining balance will be credited towards the new purchase, with any price difference for the exchange also charged to the customer. This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. Please note that the credited amount is non-transferable to future purchases, and the exchange limit stands at one per piece.

Prior to returning your jewelry, please contact us to ensure its safe arrival. Customers are responsible for the cost of return shipping, and we strongly recommend insuring your package and using a traceable courier service, as we cannot assume responsibility for items lost in transit.

Refunds: Upon receiving and inspecting your return, we will notify you of the approval status for your refund. If approved, the refund will be processed automatically to your original payment method. Please allow time for your bank or credit card company to finalize the refund transaction.

Resizing

At Sophia Manor, we understand the importance of a perfect fit when it comes to your jewelry, especially rings. That’s why we offer a resizing service to ensure your ring fits comfortably and beautifully at a minimal cost.

Resizing Limitations:

  • Rings can be resized to either increase or decrease by a maximum of one full size.
  • Resizing beyond this range may compromise the integrity and aesthetics of the piece and, therefore, cannot be accommodated.

Exceptions:

  • Full Eternity Rings: Rings featuring a shank adorned with full eternity stones cannot be resized due to their intricate design. Instead, customers are encouraged to exchange the ring for the correct size. Our customer service team is happy to assist with this process.

  • Plain Gold Bands: In some cases, if resizing is not ideal, we may offer an exchange for an identical ring in your size instead. This is only applicable for plain gold bands without any stones. The exchanged ring will be handcrafted from scratch, ensuring the same quality and craftsmanship.

Resizing Costs & Shipping:

  • Resizing is not free; however, we offer it at a minimal cost.
  • Clients are responsible for shipping costs both ways. For international customers, this includes customs fees.

Repair Information: For repair inquiries, please contact us at support@sophiamanor.com. Prior to sending your piece for repair, here are important details to consider:

  • Our repair specialists will document the current condition of the piece and note any repair work required in an intake form, a copy of which will be shared with you.
  • Warranty-related repairs will be initiated without prior approval and may include replacing or resetting stones, replacing the setting, prong work or replacement, replacing thinner areas of the band, and resizing the ring.
  • Customers are responsible for shipping costs for both inbound and outbound shipments.
  • Repair timelines typically range from 2-3 weeks upon receipt of the piece.

While we strive to maintain the highest standards of craftsmanship, accidents may occur. Therefore, all our pieces are backed by a generous lifetime warranty. We stand by our work and are dedicated to providing exceptional service to you and your jewelry needs.