At Sam’s Jewelers, we want you to be 100% happy with your purchase. We maintain specific return and exchange guidelines based on the type of merchandise purchased.
Return & Exchange Windows
- Jewelry: You may return or exchange jewelry items within 30 days of the delivery date.
- Watches: You may exchange watch purchases within 7 days of the delivery date. Please note that watches are not eligible for returns or refunds; they are eligible for exchange only.
Eligibility Requirements
To be eligible for a return or exchange, your item must be in its original, perfect, and unused condition, with all protective materials in place and all tags attached.
We cannot accept returns on items that show any signs of wear, use, or alteration. Additionally, the following items are strictly non-refundable and cannot be returned or exchanged:
- Custom & Personalized Items: Special orders, personalized pieces, and made-to-order merchandise.
- Modified Jewelry: Items that have been engraved or resized.
- Shipping Fees: Original shipping costs are non-refundable.
Please note that returns missing original paperwork, certificates, or product packaging will not be processed.
The Return & Exchange Process
To ensure your request is handled smoothly, please follow these steps:
- Request an RMA: A Return Merchandise Authorization (RMA) number is required for all returns and exchanges. Please contact us at [email protected] to request your number.
- Package Your Item: Securely pack your item using the original packaging in the manner it was sent to you.
- Label Your Box: Write your RMA number clearly on the outside of the box so it is visible to our receiving team.
- Ship Your Return: The return address will be provided to you via email when you request your RMA. We strongly recommend insuring your shipment for its full purchase value, as Sam’s Jewelers is not responsible for lost or stolen packages.
Refund & Credit Processing
The return/exchange window begins once the carrier confirms the item has been delivered to your address. Once your returned item passes our mandatory quality inspection, we will process your request.
- Processing Time: Please allow 6–14 days for your refund to be processed after inspection.
- Credit Delivery: If you paid by credit or debit card, the funds will be submitted to your bank account. Orders paid via PayPal will be credited back to your original PayPal account.
- Bank Timelines: Please note that it may take your bank up to 10 additional business days to post the funds to your account.
- Gift Card & Coupon Code Policy: If you return an item that was purchased using a gift card or a unique coupon code, the refund will not be issued in cash or via bank transfer. Instead, the refund amount will be re-issued as store credit. This credit will be provided either by generating a new unique coupon code or by reactivating the remaining balance on your original code. Under no circumstances will returns of gift-card-funded purchases result in cash or bank account refunds.
Important Tips for Exchanges
If you are looking to exchange an item for a different product, we recommend returning the original item (if eligible) for a refund and placing a new order through our website. This process ensures the fastest turnaround time for receiving your new, desired item.
