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 hand-build fine jewelry to order.
OUR 40-DAY RETURN WINDOW
RockHer accepts returns within 40 days of the date of purchase. We extend our window beyond the industry-standard 30 days as a courtesy.
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. Because shipping carriers control delivery timing, we recommend shipping returns several business days before the deadline so that carrier delays don't put your return 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 our AI assistant or any web chat on rockher.com
• Conversations with any RockHer team member (sales, concierge, atelier, customer service, or otherwise) — 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.
• 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.
• Any order purchased in violation of our No Multi-Ring Shopping policy.
NO MULTI-RING SHOPPING (Engagement Rings & Finished Jewelry)
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.
LOOSE DIAMONDS (Comparison Permitted)
• 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 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).
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 earns you a 2% checkout discount) eliminates this 6% reduction on any future return.
COMPLIMENTARY RESIZING
• One complimentary resize within 90 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, 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.
PROMOTIONS & SALE PRICING
• Promotional pricing applies only during the advertised sale period.
• Discounts cannot be applied retroactively; we do not adjust prices on prior purchases.
• Orders cannot be returned and re-purchased solely to capture a lower promotional 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 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 ring is custom-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.)
