Return & Exchange Policy

RockHer Return Policy

Risk-Free. Hassle-Free. Confidence Guaranteed. (Within fair use.)

At RockHer, every piece is made to order with precision and care. Our return policy is generous and transparent — while protecting our team and honest customers from abuse.

40-Day Return Window (Simple & Stress-Free)

We offer a 40-day return window from the date of purchase — longer than most fine jewelry retailers.

To keep returns smooth and worry-free, we ask that items be shipped back early enough to arrive at our Los Angeles office before the final day of the window.

Because shipping carriers control delivery timing, returns sent at the very end of the window may arrive too late to be processed, even if shipped on time. For this reason, returns must be received before the last day of the 40-day period.

Our recommendation

To avoid any issues, we recommend shipping returns several business days before the deadline. This gives you a comfortable buffer in case of carrier delays.

Why we do it this way

Every return is carefully:

  • Verified against original records
  • Inspected under magnification
  • Cleared through insurance and accounting

Most jewelers allow only 30 days. We extend this to 40 days as a courtesy, and returning items a bit early helps us process your refund quickly and accurately.

Returns that arrive after the window has closed will be sent back to you.

Comparison & Multi-Item Policy

Engagement Rings & Finished Jewelry (No Multi-Ring Shopping)

  • Only one active engagement ring order at a time is allowed per customer, household, shipping address, payment method, or account.
  • “Active” means any ring that is ordered, shipped, delivered, or within its return window.
  • Ordering two or more rings in the same order, or placing overlapping orders within 30 days to “compare at home,” is prohibited.
  • Orders that violate this policy may be cancelled before shipment or marked Final Sale at RockHer’s discretion.
  • Returns from prohibited comparison orders are not eligible for refund.
  • Attempts to bypass this (different emails, cards, or recipients to the same household) will void return eligibility and may result in account restrictions.
  • Custom & Contoured Wedding Bands

    Wedding bands that are custom-designed or contoured to fit a specific engagement ring are considered custom pieces and are final sale once production begins. Because these bands are manufactured specifically to match an individual ring’s shape and dimensions, they cannot be restocked or resold and therefore are not eligible for return or exchange.

Examples (Not Allowed):

  • Ordering three versions of a ring “to try at home” and returning two.
  • Placing separate ring orders within 30 days to compare styles.

Loose Diamonds (Comparison Allowed)

  • You may order multiple loose diamonds for side-by-side comparison.
  • All unkept stones 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 only begins once 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 always involve tweaks (diamond size, finger size, prong shape, FTC compliance, etc.), but the core design is still based on recognizable, marketable styles.

These remain eligible for return under the 40-day policy, provided they are unworn and in original condition.

Fully Original / Outlandish Designs (Final Sale, No Returns)

When a design is created as a one-off concept that does not resemble existing RockHer or industry-standard styles, or when multiple CAD revisions and structural problem-solving are required to bring a unique personal vision to life, the piece becomes Final Sale once production begins.

This includes:

  • Highly unconventional layouts, proportions, or concepts not based on common styles.
  • Projects requiring 3 or more CAD revisions or extensive back-and-forth to finalize.
  • Rings where the design is so specific to one customer that it has no reasonable resale or repurpose value.

In simple terms:

  • If your design is a normal adaptation (inspired by something you’ve seen), you can still return it.
  • If it’s a completely personal, never-before-seen idea that takes multiple iterations, it is Final Sale.

What’s Returnable

  • Loose diamonds (with the original grading report)
  • Engagement rings and fine jewelry in unworn, original condition
  • Items with engraving or minor customizations (unless marked Final Sale)

What’s Not Returnable

  • Loose diamonds without the original grading certificate
  • Items that are worn, damaged, altered, resized, or repaired (by RockHer or any third party)
  • Items missing original packaging, certification, or documentation
  • Custom & Contoured Wedding Bands

    Wedding bands that are custom-designed or contoured to fit a specific engagement ring are considered custom pieces and are final sale once production begins. Because these bands are manufactured specifically to match an individual ring’s shape and dimensions, they cannot be restocked or resold and therefore are not eligible for return or exchange.

  • Custom or one-of-a-kind designs as defined above
  • Any ring purchased in violation of the No Multi-Ring Shopping policy

How to Start a Return

  1. Email info@rockher.com with your order number and full name.
  2. We’ll issue a complimentary insured FedEx return label (U.S. only).
  3. Pack the item carefully in its original packaging and drop it at FedEx or schedule a pickup.
  4. Refunds are processed within 5 business days after inspection.

Important: Refunds are issued only to the original payment method. A return authorization is required. Unapproved returns will be refused.

Return Limits, Exchanges & Abuse Safeguards

  • After an exchange, subsequent returns may incur shipping and handling charges.

  • For any order with a total purchase price exceeding $10,000 that was paid by credit card, approved returns will be refunded at 94% of the entire original purchase amount. The remaining 6% of the total purchase price is non-refundable, reflecting unrecoverable payment processing and transaction costs.

    This reduction does not apply to orders paid via wire or other non-card methods.

  • Excessive returns, abuse of this policy, or suspected fraud (including attempts to bypass the No Multi-Ring rule) may result in refusal of service, cancellation of orders, and loss of complimentary services.

Complimentary Resizing

  • One complimentary resizing within 90 days of delivery for U.S. customers.
  • Resizing is limited to up to 1.5 sizes up or down from the original ordered size.
  • Beyond ±1.5 sizes, a resize is not structurally possible. A full ring remake will be required, billed at the cost of a new ring.
  • Ordering a significantly incorrect size (more than 1.5 sizes off) does not qualify for complimentary remake.
  • Additional resizes after the complimentary one may incur a fee. Some designs cannot be resized at all.

Sale Pricing & Promotions

  • Promotional pricing is valid only during the advertised sale period.
  • Discounts cannot be applied retroactively; no price adjustments on prior purchases.

Promotion-Related Returns

  • Orders may not be returned solely to repurchase at a lower promotional price.
  • Reorder-and-return behavior will not be accommodated.

Why These Safeguards Exist

Because every RockHer ring is custom-made to order, these policies keep quality high, lead times short, and pricing fair — while still giving customers genuine flexibility where possible.