Return & Refund Policy

At SageStone, we want you to be genuinely happy with every piece you receive. We understand that shopping online — especially for handcrafted, one-of-a-kind items — can feel like a leap of faith. That's why we've built our return policy to be as fair and straightforward as possible.

1. Our 30-Day Return Policy

We offer a 30-day return window on most products:

• The 30-day period begins on the date your order is delivered.
• The item must be in its original condition — unworn, unused, and in the same state you received it.
• The item must be returned in its original packaging, including any tags, cards, boxes, or protective wrapping.
• Proof of purchase (order confirmation email or order number) is required.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom or personalized items: Products that have been engraved, sized, or customized to your specifications.
• Earrings: For health and hygiene reasons, earrings that have been worn cannot be returned. Unworn earrings in original packaging may be returned within 30 days.
• Sale or clearance items: Items purchased at a discounted clearance price are final sale, unless they arrive damaged or defective.
• Gift cards: Gift cards and promotional credits are non-refundable.

3. How to Initiate a Return

Step 1: Contact Us

Email us at hello@sagstone.com with your order number, the item(s) you'd like to return, and the reason for the return. We'll respond within 1–2 business days with return instructions.

Step 2: Pack the Item

Securely package the item in its original packaging (or equivalent protective packaging). Include a note with your order number. We recommend using a trackable shipping method and purchasing shipping insurance.

Step 3: Ship It Back

Send the package to the return address we provide. Keep your return tracking number until your refund is processed. We are not responsible for items lost or damaged in return transit.

Step 4: Refund Processing

• Once we receive and inspect your returned item, we'll send you a confirmation email.
• If approved, your refund will be processed within 5–7 business days.
• The refund will be issued to the original payment method.
• Please allow an additional 5–10 business days for the refund to appear on your statement.

4. Damaged or Defective Products

If your item arrives damaged, defective, or significantly different from what you ordered:

• Contact us within 48 hours of delivery with clear photos of the damage and packaging.
• We will offer a free replacement, full refund, or repair as appropriate.
• You do not need to pay return shipping for damaged or defective products.

5. Shipping Costs for Returns

• Change of mind: You are responsible for return shipping. Original shipping charges are non-refundable.
• Our mistake (wrong item, defective, damaged): We cover all shipping costs.
• Free return shipping promotions may be offered from time to time.

6. Exchanges

We currently do not offer direct exchanges. The easiest way to swap for a different item:

1. Initiate a return for the original item.
2. Place a new order for the item you'd prefer.
3. Once we receive and approve your return, the refund will be processed.

7. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account — sometimes refunds are processed but take a few days to appear.
2. Contact your credit card company or bank — there may be a processing delay.
3. Email us at hello@sagstone.com and we'll look into it.

8. Cancellations

• Before shipping: Contact us as soon as possible for a full refund.
• After shipping: Cannot be canceled — follow the standard return process.
• Custom orders: Can be canceled before production begins for a full refund. Once production has started, a cancellation fee may apply.

9. Care Tips

With the right care, our pieces will last beautifully:

• Natural stones: Avoid harsh chemicals, perfumes, or prolonged direct sunlight. Store in a soft pouch.
• Wood pieces: Keep away from water and extreme humidity. Apply natural oil occasionally.
• Metal components: Remove before swimming, bathing, or exercising.
• General: Put jewelry on after applying lotions and perfumes. Store each piece separately.

10. Contact Us

If anything isn't right, please don't hesitate to reach out:

• Email: hello@sagstone.com
• Include your order number and photos if applicable.
• We typically respond within 1–2 business days.