Refund policy

Return & Refund Policy

Last Updated: September 2026

At KB&CO, every piece is handled with care and attention to quality. Many of our pieces are custom-made, made-to-order, personalized, sized specifically for the customer, or specially sourced. Because of the nature of fine jewelry and custom work, our return and refund policies differ depending on the type of purchase.

Custom & Made-to-Order Jewelry

All custom, personalized, engraved, made-to-order, and specially sourced purchases are final sale.

This includes, but is not limited to:

  • Custom engagement rings and wedding bands

  • Custom pendants and name pieces

  • Custom grillz

  • Jewelry manufactured to a customer's specifications

  • Pieces altered or specially sized for a customer

  • Engraved or personalized jewelry

  • Specially sourced diamonds, gemstones, or other materials

  • One-of-one pieces

  • Custom CAD/design work

  • Items specifically ordered or manufactured at the customer's request

Once a custom order, stone sourcing, CAD/design process, or production process has begun, payments and deposits associated with that work are non-refundable, except where otherwise required by applicable law.

Approval of a CAD, rendering, design, stone selection, sizing, or other specification constitutes authorization for KB&CO to proceed based on those approved specifications.

Ready-to-Ship / Non-Custom Jewelry

Eligible, non-custom, ready-to-ship merchandise may be returned within 7 calendar days of delivery.

To qualify for a return, the item must be unworn, unused, unaltered, undamaged, and returned in its original condition with all original packaging, certificates, documentation, and accessories.

Before returning any merchandise, you must contact KB&CO and receive return authorization. Returns sent without prior authorization may be refused.

Shipping charges are non-refundable. Customers are responsible for return shipping, insurance, and ensuring that the package safely reaches KB&CO unless the return is the result of an error by KB&CO.

Approved refunds will be issued to the original payment method after the merchandise has been received and inspected.

Items Not Eligible for Return

The following are final sale and are not eligible for return or refund:

  • Custom or made-to-order jewelry

  • Grillz

  • Personalized or engraved pieces

  • Specially sized or altered pieces

  • Special-order merchandise

  • Specially sourced diamonds or gemstones

  • Deposits and design/CAD fees after work has commenced

  • Items showing signs of wear, damage, modification, misuse, or alteration

  • Items missing original certificates or required documentation

  • Gift cards, if offered

Order Cancellations

Ready-to-ship orders may be cancelled prior to fulfillment at KB&CO's discretion.

Custom and made-to-order purchases may only be cancelled before sourcing, design, CAD, manufacturing, sizing, setting, or other work has begun.

Once work has commenced or materials have been specifically purchased or committed to an order, the applicable payment or deposit becomes non-refundable.

Damaged, Defective, or Incorrect Orders

Please inspect your jewelry immediately upon delivery.

If you believe your order arrived damaged, defective, or materially different from what you ordered, contact KB&CO within 48 hours of delivery and include clear photographs and a description of the issue.

Do not wear, modify, resize, repair, or take the piece to another jeweler before contacting us.

If KB&CO determines that an issue resulted from our workmanship or fulfillment error, we will work with you toward an appropriate repair, replacement, or other remedy.

Normal wear and tear, accidental damage, improper use, impact damage, lost stones resulting from damage, improper care, and work performed by another jeweler are not considered manufacturing defects.

Sizing

Customers are responsible for providing or approving the correct size before production.

Because many KB&CO pieces are manufactured specifically for the customer, incorrect sizing provided or approved by the customer does not qualify the piece for a refund.

Where possible, KB&CO may offer resizing for an additional charge. Some designs cannot safely or reasonably be resized.

Diamonds & Gemstones

Natural and laboratory-grown diamonds and gemstones can display variations in appearance depending on lighting, photography, magnification, viewing angle, and other conditions.

Where certification is provided, the grading report issued by the applicable independent laboratory controls the documented characteristics of the stone.

Minor visual differences between photographs, videos, renderings, CAD images, and the completed physical piece do not automatically constitute a defect.

Shipping & Delivery

Customers are responsible for providing a complete and accurate shipping address.

KB&CO is not responsible for delays caused by shipping carriers or circumstances outside our reasonable control.

For high-value orders, KB&CO may require signature confirmation, identification, insurance, or additional delivery verification.

Chargebacks & Payment Disputes

If there is a problem with your purchase, please contact KB&CO first so we have an opportunity to resolve the issue.

Initiating a payment dispute or chargeback does not alter the terms governing custom, final-sale, or completed orders. KB&CO reserves the right to provide order records, customer approvals, communications, tracking information, photographs, CAD approvals, invoices, and other relevant documentation to payment processors or financial institutions when responding to a dispute.

Exceptions Required by Law

Nothing in this policy is intended to limit or waive any rights or remedies that cannot legally be limited or waived under applicable consumer protection laws.

Contact Us

For return authorization, order concerns, or questions regarding this policy, please contact KB&CO through the contact information provided on our website.

By completing a purchase with KB&CO, the customer acknowledges and agrees to this Return & Refund Policy.