We would rather you keep something you love than keep something you are unsure about. If a piece is not right, you have 30 days from delivery to send it back.
The 30-Day Window
You may return any unworn item within 30 calendar days of delivery for a refund, or within 30 days for an exchange or store credit. The 30 days run from the date the carrier records delivery, not the date you ordered.
What Can Be Returned
- Rings, necklaces, bracelets, pendants and earrings that have not been worn.
- Items still in their original packaging, with the authenticity card and, where supplied, the laboratory certificate.
- Items with no engraving, no resizing and no other personalisation.
What Cannot Be Returned
- Engraved, monogrammed or otherwise personalised pieces.
- Fully custom made-to-order pieces.
- Earrings, once the hygiene seal or packaging has been opened and the item worn, for reasons of hygiene.
- Items marked final sale or clearance at the time of purchase.
- Gift cards.
These exclusions exist because such pieces cannot be resold. If you are unsure whether your item qualifies, email us before sending it — it costs nothing to ask.
Condition Requirements
- Unworn, with no scratches, sizing marks, skin oils or odours.
- In the original box or pouch, with the authenticity card.
- Returned with proof of purchase or your order number.
We photograph and inspect every return on arrival. Items that come back worn, altered or incomplete may be refused or refunded at a reduced amount, and we will tell you why.
How to Start a Return
- Email orders@teelabpro.com within 30 days of delivery, with your order number and the reason for the return.
- We reply within one business day with a return address and a returns reference.
- Pack the item securely — a padded envelope or the original box, inside an outer mailer.
- Write the returns reference on the outside of the parcel.
- Send it with a tracked service and keep the receipt until your refund is confirmed.
Do not send returns to the address on the outer packaging. Always use the return address we give you by email, or the parcel may be refused.
Who Pays Return Shipping
- Changed your mind, or ordered the wrong size — you pay the return postage.
- Faulty, damaged in transit, or we sent the wrong item — we pay, and we will send a prepaid label where the carrier allows it.
We recommend a tracked service in all cases. We cannot refund an item that never reaches us.
Refunds
Returns are inspected within 3 business days of arrival. Once approved we refund to the original payment method: PayPal usually within 5 business days, card refunds within 5–10 business days depending on your bank. Original shipping charges are refunded only where the fault was ours or where the return is covered by consumer law.
Import duties and taxes already paid to your own customs authority are not refundable by us — you would need to claim those from the authority directly.
Exchanges
To exchange for a different size or a different piece, mark the parcel as an exchange and tell us what you would like. If the new item costs more, we send a payment link for the difference; if it costs less, we refund the difference once the original is received. A second exchange on the same order may attract a small handling fee.
Damaged, Faulty or Wrong Item
Tell us within 48 hours of delivery, with photographs of the item and the packaging, and your order number. We will arrange a replacement, a repair or a full refund including shipping, whichever you prefer, at no cost to you.
After 48 hours we may still be able to help, but photographs taken immediately are far more persuasive with the carrier and the insurer.
12-Month Warranty
Separately from the return window, every piece carries a 12-month warranty against manufacturing defects: a loose or fallen stone, a failed clasp, a broken link, a plating defect, or a sizing error on our side. The warranty does not cover accidental damage, loss or theft, ordinary wear and tear, or damage caused by chemicals, cleaning products, pools and hot tubs.
Warranty claims are handled by email at orders@teelabpro.com — send photographs and your order number, and we will tell you the fastest option.
Free Resizing
We resize once free of charge within 60 days of delivery, where the setting allows it — full-eternity and some pavé bands cannot be resized without damage. You pay the postage to us; we pay the return postage.
Chargebacks
If something is wrong, please write to us first. We resolve almost every dispute within a couple of emails, and a chargeback takes weeks. It also costs us a fee, which ultimately shows up in prices.