Refund policy
Return & Refund Policy
UltraAura Gems LLC
At UltraAura, we understand that fine jewelry and gemstones are meaningful purchases, and often significant ones. We want you to feel confident in both the piece you select and the experience of purchasing it from us.
Every order is handled with care, and many of our diamonds, gemstones, and jewelry pieces are individually selected, sourced, sized, engraved, or created specifically for the person purchasing them. Because of this, return eligibility varies depending on the type of item purchased.
If something is not right with your order, please contact us. We will review the circumstances carefully and work with you in good faith to determine an appropriate resolution.
Ready-to-Ship Jewelry
Unless otherwise stated on the product page, standard ready-to-ship jewelry that has not been customized, engraved, resized, altered, worn, or damaged may be eligible for return.
You must contact us within 14 days of receiving your order to request a return.
To be eligible, the item must be:
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Unworn and unused
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In the same condition in which it was received
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Free from damage, alteration, wear, or signs of use (to include light scratches on metal surfaces)
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Returned with all original packaging, documentation, certificates, accessories, and materials supplied with the order
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Accompanied by proof of purchase
Items returned without all accompanying materials may not qualify for a full refund.
All returns require prior authorization from UltraAura. Items sent to us without first requesting a return may not be accepted.
To request a return, contact:
Approved returns must be shipped to:
UltraAura Gems LLC
3039 Waldon Park Dr, Orion, MI 48359
Return instructions will be provided when your return is authorized.
Loose Diamonds and Gemstones
Loose diamonds and gemstones are individually selected and may carry unique grading reports, identification numbers, measurements, or inscriptions.
Requests to return an eligible loose gemstone or diamond must be made within 7 days of delivery.
To qualify for consideration for return, a loose stone must remain in the same condition in which it was received and must not have been:
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Mounted or set into jewelry
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Altered, modified, polished, recut, or treated after delivery
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Chipped, scratched, abraded, or otherwise damaged
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Exchanged or substituted for another stone, verified by engraved certificate number
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Separated from any security tag, seal, or identifying packaging provided with the stone, where applicable
The original grading report or certificate and all accompanying documentation and packaging must also be returned.
Once a loose gemstone has been set, altered, modified, or transferred to a third party for work to be performed on it, it is generally no longer eligible for return unless the return relates to an issue that existed when the gemstone was delivered.
Custom, Special-Order and Personalized Jewelry
Many UltraAura pieces are created specifically for an individual customer. This may include jewelry that is:
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Custom designed
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Made to order
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Special ordered
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Engraved or personalized
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Resized at the customer's request
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Manufactured in a selected metal, size, stone configuration, or other customer-selected specification
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Created using a diamond or gemstone specially sourced for the customer
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Modified from its original configuration at the customer's request
Because these pieces are created or sourced specifically for you, custom and personalized orders are generally not eligible for return or refund due to a change of mind once sourcing, alteration, or production has begun.
This does not mean that you are left without recourse if there is a problem with your piece.
If a custom item arrives damaged, contains a workmanship issue, or materially differs from the specifications that were agreed upon for your order, please contact us promptly. We will evaluate the situation and work with you toward an appropriate resolution, which may include, depending on the circumstances:
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Repair
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Adjustment
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Resizing
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Replacement of a component
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Remaking all or part of the piece
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Replacement of the item
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Another mutually appropriate solution
If an issue attributable to UltraAura cannot reasonably be corrected, we will evaluate the appropriate refund or other remedy based upon the circumstances.
Our goal is to deliver the piece that was agreed upon and to stand behind the quality of the work we provide.
Custom Order Cancellations
If you need to cancel or change a custom or special order, contact us as soon as possible.
If sourcing, purchasing, fabrication, engraving, sizing, or other custom work has not yet begun, we may be able to modify or cancel the order.
Once work has begun or materials have been specifically purchased or committed to your order, cancellation may no longer be possible. If cancellation can be accommodated after costs have already been incurred, any refund may be reduced by reasonable, non-recoverable costs associated with the order.
Any specific deposit, sourcing, or cancellation terms provided in connection with an individual custom order will also apply to that purchase.
Damaged, Defective or Incorrect Items
Please inspect your purchase promptly after delivery.
If your item arrives damaged, appears defective, is not the item you ordered, or materially differs from the specifications confirmed for your purchase, contact us as soon as reasonably possible at:
Please include your order number and photographs or other information that will help us understand the issue.
We will review the situation and determine the appropriate next steps.
If the problem resulted from an error by UltraAura, a manufacturing or workmanship issue for which we are responsible, or damage that occurred before the item was delivered to you, we will work with you to correct the issue and will provide appropriate return-shipping instructions when a return is necessary.
Normal variations inherent in gemstones, jewelry manufacturing, photography, screen display, or stated measurements are not necessarily considered defects. However, a product that materially differs from the specifications represented and agreed upon will be reviewed and addressed.
Ring Sizing and Fit
Customers are responsible for confirming the appropriate ring size when placing an order.
Because resizing alters a piece, jewelry that has been resized specifically for a customer may not qualify for a standard return.
If a ring does not fit as expected, please contact us. Depending upon the design and construction of the piece, resizing may be possible. We will discuss available options and any applicable cost before work is performed.
Some ring designs, stone configurations, or eternity-style bands may have limited resizing capability.
Engraved and Personalized Items
Items that have been engraved or otherwise personalized at the customer's request are generally not returnable for a change of mind.
If UltraAura made an error in the engraving or personalization, please contact us so we can correct it.
Sale and Final-Sale Items
An item is considered final sale only when it is clearly identified as "Final Sale" before purchase.
Final-sale items are not eligible for return because of a change of mind. This limitation does not eliminate any rights that may apply to an item that arrives damaged, defective, incorrect, or materially different from its description.
Gift cards, if offered, are not returnable or redeemable for cash except where required by law.
Return Shipping
For ordinary approved returns, the customer is responsible for return shipping and insurance unless otherwise agreed in writing.
Because jewelry and gemstones can be high-value items, approved returns must be:
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Securely packaged
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Trackable
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Fully insured for the appropriate value
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Shipped according to the return instructions provided by UltraAura
UltraAura is not responsible for merchandise lost, stolen, or damaged during return transit when the customer is responsible for arranging the shipment.
Please do not place words such as "diamond," "gemstone," or "jewelry" on the exterior of a return package.
If a return is required because UltraAura sent the wrong item or because of an accepted defect, workmanship issue, or other error attributable to UltraAura, we will provide appropriate return-shipping instructions and cover the reasonable cost of the authorized return.
Original Shipping and Other Charges
Original shipping, expedited shipping, insurance upgrades, customization charges, engraving fees, sizing charges, and other services already performed are generally not refundable unless the return results from an error attributable to UltraAura or applicable law requires otherwise.
Any non-refundable amount will be disclosed when your return is reviewed.
Refunds
Once an authorized return is received, we will inspect the item and accompanying materials.
We will notify you after the inspection and advise whether the return has been approved and the amount eligible for refund.
Approved refunds will generally be issued to the original payment method.
Please allow up to 10 business days after approval for UltraAura to process an approved refund. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
If more than 15 business days have passed after we have confirmed that a refund was issued, please contact:
Exchanges
Because many UltraAura pieces and gemstones are unique or individually sourced, traditional one-for-one exchanges may not always be possible.
If you would prefer a different eligible piece, contact us. In many cases, the cleanest option will be to complete an approved return and place a separate order for the new selection.
For custom pieces, we will discuss modification or replacement options based on the individual circumstances.
Return Authorization Required
Please do not send jewelry or gemstones to UltraAura without contacting us first.
High-value merchandise requires specific return and insurance procedures. Unauthorized shipments may be refused or may not be eligible for return.
Contact us at:
before shipping any merchandise.
Statutory Consumer Rights
This policy is intended to describe UltraAura's voluntary return and refund practices and does not limit any rights or remedies that cannot legally be waived under applicable consumer-protection law.
Additional statutory rights may apply depending upon the customer's location.
Questions
We want you to feel informed and comfortable before making a significant jewelry purchase.
If you have questions about a particular piece, custom order, gemstone, sizing, engraving, return eligibility, or any part of this policy, please contact us before purchasing.
UltraAura Gems LLC
shop@ultraauragems.com
3039 Waldon Park Dr, Orion, MI 48359