Return and Refund Policy
WHAT IS THE RETURN POLICY?
We want you to love your jewelry! If for any reason you’re not completely satisfied, items are eligible for free returns within 30 days of receiving your order.
To initiate a return:
- Email us at hello@maxandstone.com with your order number and the item(s) you wish to return.
- We’ll provide a return shipping label to make the process easy.
Important: Jewelry that includes a certification card must be returned along with its original certificate.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Once we receive your returned item, refunds will be issued to your original payment method in 7 business days or a return will be sent in 14 days.
Important:
- Returns sent without our provided shipping label cannot be refunded or exchanged unless you provide proof of shipment and delivery via the carrier’s tracking number.
- If tracking does not confirm delivery, you may need to file a claim with the carrier before we can process your refund or exchange.
WHAT IS THE WARRANTY POLICY?
We stand by the quality of our jewelry. That’s why every piece comes with a lifetime warranty against craftsmanship or manufacturing defects.
If your jewelry experiences issues covered under this warranty, email us at hello@maxandstone.com. We will replace your piece with the same item.
Please note:
Fine jewelry is subject to normal wear and tear. This warranty does not cover damage caused by:
- Scratches, product loss, or loss of stones
- Trauma (yanking, bending, catching, worn-out prongs)
- Improper use or storage
- Exposure to chemicals, make-up, swimming pools, hot tubs, or bathing
- Any modifications made by third parties outside of Max + Stone
WHAT IF I RECEIVE A DEFECTIVE OR INCORRECT ORDER?
We hope this is never the case, but our apologies if it happens. Please take a picture of the defective or incorrect item, and email that along with your order number to hello@maxandstone.com. Our Customer Care Team will work quickly to resolve the issue.
WHO PAYS FOR RETURN SHIPPING?
We’ve got you covered! All returns come with a prepaid shipping label, so sending your item back is completely free—no hidden costs, no hassle.
HOW DO I TRACK MY RETURN OR EXCHANGE?
Once your return or exchange is on its way, we’ll provide you with a tracking ID. You can use it to track your package directly with the carrier, so you’ll always know exactly where it is.
ARE CUSTOM PIECES ELIGIBLE FOR RETURN?
Unfortunately, custom or engraved items cannot be returned or exchanged, since they’re made just for you.