Return & Exchange Policy

RockHer Return Policy

Every RockHer piece is made to order with precision and care. This policy is generous and clear by design: to protect our customers, our atelier, and the trust that lets us build fine jewelry to order.

OUR 40-DAY RETURN WINDOW

Your return window opens the day you place your order and closes 40 days later. It does not begin at delivery. We want you to know that before you buy, not after.

Why the window runs from the order date. RockHer holds no standing inventory. Nothing on this site is sitting in a case waiting to be boxed. When you place an order, your diamonds are sourced specifically for you and your piece is built to order in our Los Angeles atelier. The terms under which those diamonds are released to us begin on the day we commit to them, which is the day you order. Our return window is set against those terms, which is what allows us to offer one at all on made to order work. We set it at 40 days rather than the more common 30 for exactly this reason.

What that means in practice. Production typically takes 8 to 12 business days, after which your piece ships FedEx Priority Overnight. That leaves roughly four weeks with the piece in hand to live with it and decide. We would rather you use that time early than late.

Returns must be received at our Los Angeles atelier on or before the final day of the 40-day window. The date the return is received governs, not the date it is shipped or postmarked. Allow two to three business days for return transit, and longer over holiday periods. Because carriers control delivery timing, we recommend shipping your return several business days before the deadline so that a carrier delay does not put it outside the window.

Every return is verified against original records, inspected under magnification, and cleared through our insurance and accounting before a refund issues. Returns that arrive after day 40 will be sent back to you, unprocessed.

HOW TO INITIATE A RETURN: EMAIL ONLY

A return is only initiated when you email info@rockher.com, from the email address on your order, with your full name and order number. Email to info@rockher.com is the only channel that begins a return.

The following do NOT initiate a return, do NOT pause the 40-day return window, and will not be treated as a return request, regardless of who you spoke with or what they said:

  • Phone calls to RockHer
  • Chats with ROSI™ or any web chat on rockher.com
  • Conversations with any RockHer team member (sales, concierge, atelier, customer service, or otherwise), whether in person, by phone, or through any other channel
  • Direct messages on Instagram, Facebook, Meta, WhatsApp, TikTok, or any other social or messaging platform
  • Text messages

The 40-day return window continues to run until your email is received at info@rockher.com. To protect yourself, send your return email well before day 40, not on day 38, 39, or 40.

Once we receive your email:

  1. We will issue a complimentary insured FedEx return label (U.S. only). International clients arrange their own insured return shipping.
  2. Pack the item carefully in its original packaging and drop off at FedEx or schedule a pickup at fedex.com.
  3. Once received and inspected at our Los Angeles atelier, refunds are processed within 5 business days.

A return authorization is required for every return. Unapproved or unannounced returns will be refused at delivery.

WHAT'S RETURNABLE

  • Loose diamonds, with the original grading certificate and all original documentation, subject to the Loose Diamonds comparison terms below.
  • Engagement rings and fine jewelry, in unworn, original condition, with all original packaging, certification, and documentation.
  • Adapted designs based on a recognizable RockHer or industry-standard style (see Custom & One-of-a-Kind Designs below).

WHAT'S NOT RETURNABLE

  • Items that are worn, damaged, altered, resized, or repaired (by RockHer or any third party).
  • Items missing original packaging, certification, or documentation.
  • Loose diamonds returned without the original grading certificate.
  • Engraved or personalized pieces. Engraving is permanent and removes the piece from resale, so these are Final Sale once production begins.
  • Custom-contoured wedding bands. Bands designed to fit a specific engagement ring's shape and dimensions are manufactured for a single piece and cannot be restocked or resold; they are Final Sale once production begins.
  • Custom and one-of-a-kind designs, as defined below.
  • The Bespoke Design Commission fee ($1,000). The design fee compensates original design work by our atelier and is non-refundable once that work begins.
  • Any order purchased in violation of our No Multi-Ring Shopping policy or our No Comparison Orders policy.

NO MULTI-RING SHOPPING (Engagement Rings)

Only one active engagement ring order at a time is permitted per customer, household, shipping address, payment method, or account. "Active" means any ring that is ordered, in production, in transit, delivered, or still within its 40-day return window.

  • Ordering two or more rings in the same order, or placing overlapping orders during your 40-day return window to "compare at home," is prohibited.
  • Orders that violate this policy may be canceled before shipment or marked Final Sale at RockHer's discretion. Returns from prohibited comparison orders are not eligible for refund.
  • Attempts to bypass this policy (different email addresses, payment methods, or recipient names tied to the same household) will void return eligibility and may result in account restrictions.

Examples that are not allowed: ordering three versions of a ring "to try at home" and returning two; placing separate ring orders within your active return window to compare styles.

NO COMPARISON ORDERS (Diamond Studs & Fine Jewelry)

You are welcome to order as many pieces as you like. Ordering multiple items for yourself, for gifts, or for different people is normal and fully supported by our standard return policy.

What is not permitted is ordering multiple versions of the same piece with the intention of comparing them at home and returning the ones you don't keep. Every RockHer piece is made to order; we cannot build duplicates that were never intended to be purchased.

  • Ordering the same style in multiple carat weights, qualities, metals, or variants in order to compare and return the extras is prohibited. This applies whether the pieces are in one order or spread across overlapping orders within an active 40-day return window.
  • The test is intent, and intent shows in the pattern: an order (or set of overlapping orders) containing multiple versions of the same piece, followed by the return of all but one, is a comparison order. RockHer may contact you before production to confirm your selections, cancel duplicates before they are built, or designate the order Final Sale at our discretion. Returns from comparison orders are not eligible for refund.
  • Attempts to structure comparison orders through different email addresses, payment methods, or recipient names tied to the same household void return eligibility and may result in account restrictions.

Deciding between sizes or qualities? We would rather help you choose correctly than have you guess. Book a virtual review with John Anderson, our Lead Gemologist, at 1-800-779-1726. He will walk you through the exact appearance of each carat weight and quality before a single diamond is set.

LOOSE DIAMONDS (Comparison Permitted, Same Order Only)

  • You may order multiple loose diamonds for side-by-side comparison within a single order. Complimentary insured shipping applies to that order and its return.
  • Comparison is a single-order privilege, not a rolling one. Additional loose diamond orders placed while a prior comparison order is still within its 40-day return window are billed insured shipping, both outbound and return, on the second order and every order after it. Shipping charges are disclosed before you complete checkout and are not refundable.
  • All unkept diamonds must be returned within the 40-day window, in original condition, with the original grading certificates.
  • For security and fairness, RockHer may limit quantities or require ID verification on high-value orders.
  • Setting work begins only after you confirm your final diamond selection.

CUSTOM & ONE-OF-A-KIND DESIGNS

Adapted Designs (Returnable)

Many clients share inspiration images or ask us to modify an existing RockHer style. These projects typically involve diamond size, finger size, prong shape, or compliance adjustments, but the core design is still based on a recognizable, marketable style. Adapted designs remain eligible for return under the 40-day policy, provided they are unworn and in original condition.

Fully Original / One-of-a-Kind Designs (Final Sale)

When a design is created as a one-off concept that does not resemble existing RockHer or industry-standard styles, the piece is Final Sale once production begins. This applies to:

  • Highly unconventional layouts, proportions, or concepts not based on common styles.
  • Designs so specific to one customer that they have no reasonable resale value.
  • Custom-contoured wedding bands (see What's Not Returnable).

The $1,000 Bespoke Design Commission fee is separate from the piece itself: it compensates original design work and is non-refundable once design work begins, whether or not the piece proceeds to production.

How we confirm Final Sale status. Before production begins on any potentially Final Sale piece, RockHer will state in writing, by email to the address on your order, that the piece is Final Sale. Production proceeds only after you acknowledge that confirmation. If we have not provided written Final Sale confirmation, the piece is returnable under the standard 40-day policy.

DAMAGED IN TRANSIT OR INCORRECT ITEM

If your shipment arrives damaged, opened, tampered with, or materially different from what you ordered, contact us within 7 days of delivery and we will replace or repair at our expense. This is separate from the return policy and applies even to Final Sale items.

REFUND METHOD & TIMING

  • Refunds are issued only to the original payment method.
  • Refunds are processed within 5 business days after the returned item is received and inspected at our Los Angeles atelier.
  • Subsequent returns on the same order (after an exchange) do not include a complimentary return label; standard return shipping and insurance costs apply.

REFUND AMOUNTS ON LARGE CREDIT-CARD ORDERS ($10,000 AND ABOVE)

For any order with a total purchase price exceeding $10,000 that was paid by credit card, approved returns are refunded at 94% of the total purchase price. The remaining 6% reflects non-recoverable payment processing and transaction costs and is not refundable.

This 6% reduction does not apply to bank wire or other non-card payment methods: wire orders are refunded in full. Paying by bank wire, which also carries a 2% payment adjustment at checkout, eliminates this 6% reduction on any future return.

COMPLIMENTARY RESIZING

  • One complimentary resize within 60 days of delivery for U.S. customers.
  • Resizing is limited to up to ±1.5 sizes from the original ordered size. Beyond ±1.5 sizes is not structurally possible; a full ring remake is required, billed at the cost of a new ring.
  • Some designs, including full-pavé eternity bands and certain channel-set or intricately structured shanks, cannot be resized at all. Our atelier will advise after inspection.
  • Ordering a significantly incorrect size (more than ±1.5 sizes off the recipient's true size) does not qualify for a complimentary remake.
  • Additional resizes after the complimentary one may incur a fee.

LIFETIME CRAFTSMANSHIP GUARANTEE

RockHer will repair any manufacturing defect. This covers craftsmanship only; it does not cover damage from accident, impact, normal wear, or third-party work. Every ring ships with a written specification sheet documenting initial finger size, carat weight, and metal, for your records.

ONE PRICE

  • RockHer holds one price on every piece, set from live material and market inputs. There are no sales, coupons, or promotional periods, so there is nothing to adjust for after purchase.
  • Prices are final at the time of purchase; we do not apply adjustments retroactively.
  • Orders cannot be returned and re-purchased to capture a later price. Reorder-and-return behavior is not accommodated.

RETURN ABUSE SAFEGUARDS

Excessive returns, abuse of this policy, attempts to bypass the No Multi-Ring Shopping rule or the No Comparison Orders policy, or suspected fraud may result in refusal of service, cancellation of orders, and loss of complimentary services including return labels, resizing, and craftsmanship guarantee work.

WHY THESE TERMS EXIST

Every RockHer piece is made to order. These terms exist so we can hold quality high, lead times short, and pricing fair, while giving genuine flexibility to customers buying in good faith.

CONTACT

Returns, exchanges, and any questions about this policy: info@rockher.com · 800.779.1726

(Note: for returns, only an email to info@rockher.com initiates the process. Phone is for general inquiries.)