Refund policy

Last Updated: Feb 2026

At www.riftalloy.com, customer satisfaction is important to us. Because we sell ready-to-ship jewelry, made-to-order items, and custom-made products, eligibility for cancellations, returns, refunds, exchanges, remakes, and repairs depends on the product type, order status, item condition, and whether customization or production has started.

This policy applies only to orders placed directly on www.riftalloy.com. If you purchased through an authorized reseller, marketplace, local channel, or third-party partner, that seller or platform may provide its own return and refund policy, subject to applicable law.

Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.

1. General Requirements

1.1 Approval Is Required Before Returning Any Item

All cancellation, return, refund, exchange, remake, and repair requests must be reviewed and approved by our team before any item is sent back.

Please do not send any item back without a valid Return Merchandise Authorization, also known as an RMA. Unauthorized returns may be refused, delayed, returned to sender, or excluded from refund eligibility.

1.2 Inspection Is Required Before Any Resolution

Returned items must be received and inspected before any refund, exchange, store credit, repair, or remake is processed.

We reserve the right to refuse any request that does not meet this policy, including items that are used, worn, altered, damaged, incomplete, returned outside the approved window, or returned without authorization.

2. Order Cancellations and Changes

2.1 Cancellation Before Production Starts

If your order has not entered design work, sourcing, production preparation, customization, packing, or shipment, you may request cancellation by contacting us as soon as possible.

If the order is eligible for cancellation, the eligible refund amount will be reviewed based on the order status at the time of your request.

2.2 Cancellation After Production Starts

Custom-made products, personalized items, pre-orders, made-to-order items, and specially sourced products may not be eligible for cancellation once design work, sourcing, production preparation, customization, or manufacturing has started.

In some cases, an order setup fee, production reservation fee, material cost, labor cost, or other non-recoverable cost may be deducted from the eligible refund amount.

2.3 Orders Already Shipped

Orders that have already shipped cannot be canceled or changed.

If the item is eligible, you may request a return, exchange, repair, remake, or other approved resolution after delivery according to this policy.

3. Non-Refundable and Final Sale Items

To maintain product quality, hygiene standards, and fairness in custom production, the following items may be final sale and may not be eligible for return, refund, or exchange:

  • Custom-made products once design work, production preparation, customization, or manufacturing has started
  • Personalized, engraved, resized, modified, or specially requested jewelry
  • Solid gold jewelry
  • Pre-orders once processing, sourcing, production preparation, or manufacturing has started
  • Free gifts, promotional items, sample items, clearance items, and final sale items
  • Items damaged due to misuse, accident, unauthorized modification, improper wear, improper cleaning, or customer handling
  • Items that are used, worn, scratched, stained, altered, incomplete, or missing original packaging, tags, certificates, accessories, or gifts

If an item is not eligible for return or refund, we may still review whether a repair, remake, store credit, or another solution is available on a case-by-case basis.

4. Standard Jewelry Returns and Exchanges

This section applies only to ready-to-ship, non-custom jewelry.

4.1 Return and Exchange Windows

Refund requests for eligible standard jewelry must be submitted within 14 days of delivery.

Exchange or store credit requests for eligible standard jewelry must be submitted within 30 days of delivery.

Exchanges are generally limited to one exchange per item for size, color, or another eligible product variation.

4.2 Return Conditions

Returned standard jewelry must be:

  • New, unused, and unworn
  • Free from scratches, stains, odor, damage, or signs of wear
  • Returned with all original packaging, certificates, accessories, tags, and gifts where applicable
  • Approved by our team with a valid RMA

Items that do not meet these conditions may be refused, returned to sender, or subject to additional fees or deductions.

4.3 Restocking and Processing Fee

For non-defective returns of standard jewelry, a 20% restocking and processing fee may be deducted from the refund amount. This fee helps cover inspection, handling, payment processing, repackaging, and restocking costs.

If you choose to receive store credit instead of a refund to your original payment method, we may waive the 20% restocking and processing fee, provided the item is returned in new, unworn, complete, and approved condition.

4.4 Return Shipping for Standard Returns

Original shipping fees and return shipping costs are the customer’s responsibility unless the return is due to a confirmed error or defect on our part.

5. Custom, Made-to-Order, and Personalized Products

Custom-made, made-to-order, personalized, engraved, resized, or specially modified products are produced specifically for your order.

Because these items cannot usually be resold, they are not eligible for return, refund, or exchange once design work, sourcing, production preparation, customization, or manufacturing has started, unless the issue is caused by a confirmed defect, production error, or fulfillment error on our part.

If you believe your custom or made-to-order item has an issue, please contact us within the required reporting timeframe and provide clear supporting evidence for review.

6. Damaged, Defective, or Incorrect Items

6.1 Reporting Timeframe

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Claims submitted after 48 hours may be harder to verify and may not be eligible for approval.

6.2 Required Evidence

Please provide:

  • Your order number
  • Clear photos or videos of the item
  • Photos of the packaging and shipping label
  • A clear description of the issue

Please keep the item, original packaging, shipping label, and all included materials until the review is complete. These materials may be required for inspection, carrier investigation, or insurance claim support.

6.3 Available Solutions

If the issue is confirmed after review, we may offer a repair, replacement, remake, refund, store credit, or another appropriate solution depending on the product type, item condition, issue, and available evidence.

Approval is not guaranteed and will be reviewed case by case.

7. Exchanges, Repairs, and Remakes

7.1 Exchanges

Eligible exchanges may be available for standard jewelry within the applicable exchange window.

Exchanges are subject to product availability and approval. Price differences, shipping fees, taxes, duties, or other charges may apply.

7.2 Repairs

Repair eligibility depends on the product type, issue, warranty status if applicable, item condition, and cause of damage.

Damage caused by misuse, accident, unauthorized modification, improper wear, improper cleaning, or customer handling may not be eligible for free repair.

7.3 Remakes

Remakes may be offered when there is a confirmed production issue, fulfillment error, or other approved case-by-case situation.

For custom-made or personalized products, remake eligibility depends on the design, production stage, item condition, and supporting evidence provided.

8. Store Credit

8.1 Store Credit for Eligible Cancellations

If your order is still eligible for cancellation before production begins, you may choose to receive the eligible refund amount as riftalloy.com store credit instead of a refund to your original payment method.

If you choose store credit, we may waive the applicable order setup fee or production reservation fee where possible.

8.2 Store Credit for Eligible Returns

For eligible non-defective returns, you may choose store credit instead of a refund to your original payment method.

If the returned item is received in new, unworn, complete, and approved condition, we may waive the applicable restocking and processing fee when store credit is selected.

8.3 Store Credit Validity

Store credit does not expire and can be used on eligible products at www.riftalloy.com, unless otherwise stated.

Store credit is non-transferable and cannot be redeemed for cash unless required by applicable law.

9. How to Submit a Request

To start a cancellation, return, refund, exchange, repair, or remake request, please email us at support@riftalloy.com with the following information:

  • Order ID
  • Product name
  • Reason for the request
  • Clear photos or videos of the item and issue, if applicable
  • Preferred resolution, if applicable

Our team will review your request and provide further instructions if the request is eligible.

Once an RMA is issued, the item must be shipped back within the timeframe provided by our team. Items returned after the approved timeframe may be refused or subject to additional review.

10. Return Shipping, Insurance, Taxes, and Duties

10.1 Return Shipping

Return shipping, shipping insurance, customs duties, import taxes, brokerage fees, and other return-related costs are the customer’s responsibility unless otherwise confirmed by us in writing.

We recommend using a trackable and insured shipping method. Customers are responsible for the return package until it is received by us.

10.2 Original Shipping Fees

Original shipping fees are non-refundable once the shipping service has been used, unless the return is due to a confirmed shipping or fulfillment error by us.

If your order was shipped under a free shipping promotion, a shipping recovery fee may be deducted from an approved refund as described in this policy or our Shipping Policy.

10.3 Taxes and Duties

If your order was subject to sales tax, the applicable sales tax collected on the refunded item may be refunded to your original payment method where required.

If shipping charges are non-refundable, any associated shipping-related tax may also be non-refundable.

We are not responsible for import duties, VAT, GST, customs fees, brokerage fees, or other charges imposed by the destination country, including charges incurred on return shipments. These fees are collected by customs authorities or third-party carriers and are not controlled by us.

11. Refund Processing

11.1 Refund Method

Approved refunds are generally issued to the original payment method unless you choose store credit or another approved resolution.

Refunds cannot usually be issued to a different card, account, or payment method unless required by the payment provider or applicable law.

11.2 Processing Time

Please allow up to 20 business days after we receive your return package for inspection and processing.

After a refund is issued, it may take additional time to appear depending on your bank, card issuer, payment provider, or financing provider.

11.3 Partial Refunds and Deductions

Approved refunds may be subject to deductions where applicable, including restocking fees, original shipping costs, shipping recovery fees, unpaid charges, repair costs, missing item costs, customs-related charges, or other non-recoverable costs allowed under this policy.

11.4 Promotions, Bundles, and Gifts

If your order included a free gift, promotional item, bundle discount, or other offer, all related items may need to be returned together to receive a full eligible refund.

If a free gift, promotional item, or bundled item is not returned, its value may be deducted from the refund amount.

12. Important Notes

  • Orders that have already shipped cannot be canceled or changed.
  • We cannot guarantee that packages can be rerouted once in transit.
  • Items returned without approval, outside the return window, or in used or damaged condition may be refused or subject to additional fees.
  • Refunds, exchanges, repairs, remakes, and store credit approvals are reviewed case by case.
  • We reserve the right to refuse requests that appear abusive, fraudulent, inconsistent with this policy, or unsupported by sufficient evidence.
  • This policy may be updated from time to time by posting the updated version on our website.

Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.

If any part of this policy is found to be unenforceable, the remaining parts will remain in effect to the fullest extent permitted by law.

14. Contact Us

If you have any questions about this policy or need help with a request, please contact us:

Email: support@riftalloy.com