Warranty, Terms, Returns and Exchanges

We believe in full transparency with our clients. Let's get down to the nitty gritty when it comes to the two main types of damage.

Incidental Wear and Tear: Minor damage that can occur over time. This can be classified as but is not limited to scratches and dents in metal, stone chips, missing pavé stones, loose prongs, rhodium fading, head tilting, and minor band reshaping.

Purposeful or Excessive Damage: Major damage that can occur due to improper care. Major damage can be classified as but is not limited to: severely misshapen bands, severed bands or heads, broken prongs, or damage that would require a full setting recast. Our team recommends avoiding sleeping, working out, showering or water activities, strenuous activities such as sports or manual tasks, or contact with chemicals and cleaning solutions while wearing your piece. These are the best preventable practices to keep your piece safe and secure.

Engraving Disclaimer: We reserve the right to refuse any custom engraving request that contains offensive, inappropriate, hateful, obscene, threatening, discriminatory, or otherwise objectionable content. Acceptance of a custom engraving request is at our sole discretion and may be declined or modified to comply with our company policies.

Custom Made-to-Order Rings – EU Consumer NoticeEach of our rings is individually crafted to your specifications and made to order. As these products are custom-made and produced specifically for you, they are exempt from the statutory 14-day right of withdrawal under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU).By placing your order, you acknowledge and agree that your ring is being manufactured specifically to your requested specifications and, therefore, is not eligible for cancellation, return, or refund under the EU 14-day withdrawal period.This does not affect your statutory rights in relation to products that are faulty, damaged, or not as described.


Hold & Deposit Agreement

This Hold & Deposit Agreement (“Agreement”) outlines the terms under which [East West Gem Co.] (“the Company”) will hold an in-stock stone or jewelry item (“the Item”) for the client (“Client”).

By submitting a deposit, the Client acknowledges and agrees to the following terms:

1. Hold Periods

  • The Company offers a complimentary 24–48 hour hold on all in-stock stones.
  • Stones sourced specifically for the Client cannot be placed on hold.
  • A 20% deposit allows the Company to hold the Item for:
    • Up to 7 days, or
    • Up to 14 days for high-value pieces, at the Company’s discretion.

2. Deposit Terms

  • If the Client completes the purchase, the deposit will be applied in full toward the final balance.
  • If the Client chooses not to proceed, the deposit is refundable minus a $50 restocking fee.
  • If the hold period expires and the Client becomes unresponsive or does not provide a decision:
    • The full deposit will convert to non-refundable store credit.
    • Store credit does not extend or restart the hold.

3. Client Responsibilities

The Client agrees to:

  • Communicate a decision within the agreed-upon hold period.
  • Provide accurate contact information for follow-up.

4. Company Discretion

The Company may decline, limit, or extend a hold at its discretion based on demand, Item value, or other internal considerations.


Our Warranty Over Time

Phase One: 1 Year Unlimited

  • All repairs are covered complimentary excluding purposeful or excessive damage.
  • Phase One begins the day that the purchaser receives the piece.

Phase Two: At Cost For Life

  • All repairs are covered at cost excluding purposeful or excessive damage.
  • At cost means that you pay exactly what it costs for the repair to be completed, no additional fees. We are never interested in making a profit from repairs.
  • Phase Two begins as soon as the unlimited warranty expires after one year.

Any work done on East West Gem Co. pieces by outside jewelers will effectively void the warranty. This is because most jewelers aren't specialized with our settings or stones, and we can never guarantee the workmanship of others. Our team is always here to help with any repair needs and are always an email away!

Our warranty is only valid to the original purchaser/owner of the piece. East West Gem Co. pieces purchased by a resale method do not have a warranty attached to the new ownership parties.


Returns and Exchanges

With our pieces, everything we do is completely custom from start to finish. Every detail is made with your personal preferences in mind, so it can't be returned or exchanged because it's made just for you. Custom, made to order pieces are classified as any item purchased directly with our design specialist team or any item purchased from the website outside of the Ready To Ship sample section.

Ready To Ship sample pieces are returnable or exchangeable as long as they are in new and unworn condition. To be eligible for this, please email hello@eastwestgemco.com within 3 days of receiving your order. A 20% restocking fee will be reflected in your refund and any resizing charges paid are not refundable. Items must be unused and in their original packaging. We reserve the right to refuse any exchange or return if we believe the items are intentionally damaged or misused.