Refund policy

 

Returns, Refunds & Chargebacks Policy

All Sales Final

All purchases made through this website are final sale. We do not accept returns, exchanges, or cancellations once an order has been placed and processed.

Due to the nature of fine jewelry, precious metals, and specialty items, refunds are not offered except in the limited circumstances described below.

No Returns for Sizing, Fit, or Buyer’s Remorse

We do not accept returns or issue refunds for:

• Sizing or fit issues
• Style or preference changes
• Buyer’s remorse
• Failure to review product specifications prior to purchase

All product listings include detailed descriptions, measurements, weights, and images. Customers are responsible for reviewing all item details before completing checkout.

Manufacturer Defect Claims

In the rare event of a verified manufacturer defect, the customer must:

• Notify us in writing within 48 hours of confirmed delivery
• Provide clear photographic documentation of the alleged defect
• Retain all original packaging and contents

If a defect is confirmed, resolution (repair or replacement) will be determined at our sole discretion. Refunds are not guaranteed and are not issued for normal wear, misuse, or damage occurring after delivery.

Shipping, Delivery & Responsibility

All orders are shipped with tracking and delivery confirmation through USPS, UPS, FedEx, or another carrier selected at our discretion.

Transfer of Responsibility. Once a shipment has been tendered to and accepted by the carrier, responsibility for the package transfers from Ott Family Jewelry to the carrier and, subsequently, to the customer. Ott Family Jewelry is not responsible for delays, loss, damage, or misdelivery that occur after the package has entered the carrier’s possession.

Delivered Shipments. Once an order is marked “Delivered” by the carrier, the shipment is considered fulfilled. Claims of non-receipt after delivery confirmation are between the customer and the carrier.

Lost or Delayed In-Transit Shipments. If a package appears lost or is significantly delayed in transit, the customer must:

• File all required claims, investigations, and missing mail searches directly with the carrier
• Complete any and all steps the carrier requires, including but not limited to filing Missing Mail requests, providing identification, and cooperating with carrier investigations
• Provide Ott Family Jewelry with written documentation of all claims filed and carrier responses received

Ott Family Jewelry will not consider or process any exchange, replacement, refund, or insurance claim until the customer has fully completed the carrier’s required process and provided supporting documentation to us. We reserve the right to deny any request where the carrier’s process has not been completed or where sufficient documentation has not been provided.

Chargebacks & Payment Disputes

Customers are required to contact us directly to attempt resolution before initiating a chargeback.

Chargebacks submitted with claims that conflict with prior customer communications, contradict delivery confirmation, or misrepresent the condition or receipt of the item may be considered misuse of the chargeback process.

We reserve the right to formally dispute all chargebacks by submitting order records, delivery confirmation, correspondence, photographic evidence, and proof of policy acceptance to Shopify Payments, Stripe, and the card-issuing bank.

Reservation of Rights

We reserve all rights and remedies available under applicable law in connection with fraudulent activity, chargeback abuse, or misuse of payment dispute processes.

Policy Acceptance

By completing a purchase on this website, the customer acknowledges that they have reviewed and agreed to all policies stated above at the time of checkout.