As a small business we have a 3 day return or exchange policy, which means you have 3 days after receiving your item to request a return or exchange.  And we require you to physically return the item within 5 days of receiving it.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unaltered, unsized, unused, and in its original packaging.  Custom orders, items purchased using layaway, items that have been sized or altered in anyway, sale items and items that have been purchased via an exchanged are FINAL SALE are not eligible for return or exchange.

To start a return or exchange, you can contact us at hello@brocktongems.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  We reserve the right to deduct the cost(s) of shipping and any COD amounts from your refund if the proper procedure is not followed.

International Returns
International returns require additional processing time and have strict customs and documentation requirements.  Instructions and paperwork must be completed as provided by us.  We do not refund any duties or taxes collected by your local government.  We reserve the right to deduct the cost(s) of shipping and any COD amounts from your refund if the proper procedure is not followed.

You can always contact us for any return question at hello@brocktongems.com.

Deposits
All deposits including deposits on custom orders and layaways are non-refundable.  

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-ReturnableI Items
Certain types of items cannot be returned including custom orders, items purchased using layaway, items that have been sized or altered in anyway, sale items and items that have been purchased via an exchanged are FINAL SALE are not eligible for return.  Please get in touch if you have questions or concerns about your specific item.

Order Cancelation
We do not accept order cancelations for custom orders.  Other orders may be canceled before the item has been altered or shipped.  We will issue you are refund for the cancelled order less the credit card processing fee (which is kept by the payment processing company and not refunded to Brockton Gems).   If you have any questions about order cancelation please email us at Hello@BrocktonGems.com.  

Exchanges
Please contact us at Hello@BrocktonGems.com to make arrangements for exchanges. 

Shipping Costs
We reserve the right to deduct actual shipping costs from any refund amounts on a case by case basis.

Restocking Fee
We reserve the right to charge a restocking fee, on a case by case basis, equal to the transaction processing fees incurred by Brockton Gems in relation to your specific transaction.  We also reserve the right to charge a 20% restocking fee (in addition to the credit card processing fee) on a case by case basis for undeliverable orders.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method less original shipping fees.  Please remember it can take some time for your bank or credit card company to process and post the refund.

Warranty
We offer a limited 6 month manufacturer warranty on Brockton Signature pieces that covers cleaning, your 6 month inspections, and replacement of small pave gemstones.  The warranty does not cover damaged caused by wear and tear, chips to gemstones, the loss of your main gem stone or other damage that may occur.  We highly recommend that you obtain your own jewellery insurance to protect against such loss and damage.  You can obtain insurance from your home insurance company or from Jeweller's Mutual.  

Sorry we DO NOT provide a warranty on Vintage items or items that have been sized or altered.

Payment Processing
In some cases you may get an email, phone call or text from Verify@BrocktonGems.com or No Fraud to confirm your payment information.  You must respond to this email with the required information before your payment can be processed and your item prepared.  We reserve the right to cancel your order and resell the item if you do not provide the required information within the requested time frame. 

Price Errors
From time to time we have pricing errors on our website due to manual input errors and typos.  We reserve the right in our sole discretion to cancel any order where there has been a pricing error. 

Custom Orders

Custom Order Terms

All custom orders are final sale. Deposits are non-refundable.

Wax/CAD approval is final. Changes requested before approval may affect timeline and pricing. Wax revisions are subject to a $200 change fee per revision. No changes are possible after wax approval.

We are not responsible for damage that may occur when removing, resetting, or remaking heirloom or customer-supplied stones or materials.

Production timelines are estimates.

Shipments are insured until delivery with signature confirmation. Customers are responsible for completing shipping and customs paperwork correctly and accepting delivery. No refunds will be issued for refused, abandoned, or undeliverable packages.

Natural gemstones may show inclusions or colour variation. This is normal and not considered a defect.

Fine jewellery is not indestructible. Damage from wear, impact, misuse, or third-party repair is not covered.

By paying the invoice, you agree to these terms.