We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return.

Eligibility
Returns are accepted for:
• Loose stones
• Preset jewellery from our standard collections (non-custom)

To be eligible, items must be in the same condition that you received them, unworn or unused, with all tags, certificates, and accessories, and in the original packaging. Loose stones must be returned in their original sealed packaging (if applicable) and without any damage, chips, or scratches. You’ll also need the receipt or proof of purchase.

How to start a return
To start a return, contact us at facetmanufactures@gmail.com stating the reason for the return.

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.

Questions
You can always contact us for any return question at facetmanufactures@gmail.com.

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. Claims for damage or defects must be reported within 24 hours of delivery.

Exceptions / non-returnable items
The following items are not eligible for return:
• Manufactured or custom-made jewellery (e.g., engagement rings, bespoke designs)
• Items that have been altered, resized, engraved, or modified after delivery
• Final sale items and gift cards
• Personalised products or special orders outside our standard collections
• Items showing wear, damage, or missing original packaging/certificates

If you are unsure whether your item qualifies, please contact us before initiating a return.

Exchanges
If you’d like a different item, the fastest way is to return the eligible item you have (once accepted) and make a separate purchase for the new item.

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 to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since we approved your return, please contact us at facetmanufactures@gmail.com.

Shipping costs on returns
For approved returns within South Africa, we will provide a return shipping label. If a return is declined upon inspection (e.g., item not in original condition), the item will be shipped back to you and no refund will be issued.