Last updated: October 25, 2026
We want you to love what you chose. If a piece isn’t right, you may return it within 30 days of delivery for a full refund. Watches have their own 15-day terms, set out in Watches below.
The 30-Day Window
Your return window opens on the day your order is delivered, as recorded by the carrier, and closes 30 calendar days later. Returns must be postmarked within that window — not merely requested.
Condition Requirements
To be eligible for a refund, an item must be returned:
- Unworn, unaltered, and free of damage, scratches, or signs of wear
- In its original packaging, including any pouches, boxes, or protective sleeves
- With all original tags, certificates, and documentation attached and intact
Items showing wear, resizing, engraving, repair, or alteration by any third party cannot be accepted. We inspect every return on arrival and will contact you with photographs if an item does not meet these requirements.
Items That Cannot Be Returned
- Custom, personalized, or engraved pieces — made specifically for you and not resalable (see Personalized and engraved jewelry below for the remedies that still apply)
- Pierced earrings — excluded for hygiene reasons, as is standard across the jewelry industry
- Final sale items — clearly identified as such on the product page before purchase
- Gift cards
Personalized and engraved jewelry
Pieces engraved with your own text are made to order for you. Because they cannot be resold, they cannot be returned or exchanged if you change your mind, choose a different size or style, or if the text, spelling, spacing or font you entered and then approved contains an error. Before production begins we email you the exact text, font and placement to approve, so please check it carefully. You can change or cancel your order free of charge until you approve, and before production starts.
This does not limit your rights when something is wrong on our side. If a personalized piece:
- arrives damaged,
- has a manufacturing defect,
- is not the item you ordered (wrong piece, metal, size or quantity),
- does not match its product description or photos, or
- is engraved differently from the text, font or placement you approved (including spelling, characters or spacing),
contact us within 30 days of delivery at concierge@impervora.com with your order number and a photo. We will remake it correctly at no charge or, if you prefer, refund you in full, including original shipping. When we need the piece back, we send you a prepaid return label. If a parcel is lost or arrives damaged in transit, contact us and we will replace or refund it. These remedies are in addition to any rights you have under applicable consumer law.
How to Start a Return
Email Concierge@impervora.com with your order number and the reason for return. We will reply within one business day with a Return Merchandise Authorization (RMA) number and return instructions. Returns sent without an RMA number cannot be processed, as we have no way to match them to your order.
Return Shipping Costs
If the return is the result of our error — a wrong, defective, or damaged item — we cover return shipping in full and issue a prepaid label. For all other returns, including change of mind and fit, the customer is responsible for return shipping.
We strongly recommend returning jewelry via an insured, tracked service. Until a return reaches us, it remains your property and your risk; we cannot refund a return that is lost in transit without proof of delivery.
Refunds
Refunds are issued to your original payment method within 5–7 business days of our receiving and inspecting your return. Your bank or card issuer may take an additional 3–10 business days to post the credit — this timing is controlled by them, not by us.
Original shipping charges are refunded only where the return results from our error. We do not charge restocking fees.
Exchanges
We process exchanges as a return and a separate new order. This is faster than a traditional exchange and guarantees the replacement piece is reserved for you rather than depending on stock at the time your return arrives.
Faulty or Incorrect Items
If your order arrives faulty, damaged, or incorrect, contact us within 30 days of delivery with photographs. We will arrange a replacement or full refund at no cost to you, including all shipping. This is in addition to, and does not limit, your statutory consumer rights.
Watches
Watches are shipped from our watch distribution partner and follow these terms in place of the 30-day window above.
- 15-day return window. A watch may be returned within 15 days of delivery.
- Condition. The watch must be unworn and unaltered (no band sizing, link removal or engraving) and returned in its original packaging with all paperwork, including the original manufacturer’s warranty card. Watches returned without the warranty card cannot be accepted.
- Arrived damaged or incorrect. Please check your watch on arrival and tell us within 24 hours of delivery, with photographs, so we can resolve it. Damaged or defective watches must be returned within 15 days of delivery.
- After 15 days. Defects are covered by the manufacturer’s warranty and are serviced through the manufacturer’s authorized service center. We will help you start the claim.
- Return shipping. Return shipping for watches is the customer’s responsibility. For a watch returned as defective, we reimburse return postage up to $8.00 with a receipt. Please use an insured, tracked service.
- Refused or undeliverable shipments. A watch order that is refused or cannot be delivered is subject to a 15% restocking fee plus the original shipping cost.
Refunds for accepted watch returns follow the Refunds section above. Nothing here limits your statutory consumer rights.
