Refunds, exchanges and warranty
CANCELLING AN ORDER
If you need to cancel your order, please contact us within two hours of purchase. After that, your order will be in production and can no longer be canceled. As a small team dedicated to our partners and committed to crafting stunning pieces while honoring our delivery promises, we appreciate your understanding.
Contact us at ruby@rubymardi.com
REFUNDS & EXCHANGES - Ready to ship jewelry
If you're not completely satisfied, we gladly accept returns on our ready-to-ship jewelry (items that haven’t been resized or made-to-order). You have 7 days from the date of receipt—or from the in-store purchase—to request an exchange or refund. For online orders, please ensure the item is returned within 14 days (including shipping time).
All items must be unworn and in their original condition. Fine jewelry will be inspected upon return; only items in perfect condition are eligible. To process a return or exchange, please email us at ruby@rubymardi.com to receive a mailing label. Items returned without prior authorization will not be accepted.
Once we receive and verify your item, we will issue a full refund, immediate exchange, or credit. Refunds are processed within 2 to 5 days to the original payment method. We reserve the right to refuse returns we consider abusive.
For orders in Canada:
• For purchases of $150 or more, return shipping is free.
• For orders under $150, shipping costs (ranging from $10 to $35) will be deducted from your refund.
For orders outside Canada:
The cost of the mailing label (ranging from $20 to $80 CAD) will be deducted from your refund.
For more details, please review our full returns and exchanges policy.
RESIZED JEWELRY & MADE TO ORDER JEWELRY ARE FINAL SALES
- If we resize or custom-make a ring (for a size not available to ship), it cannot be refunded or exchanged.
- If you're unsure about keeping the ring, please choose the standard size available. Do not opt for a resizing or custom-made option if you're uncertain, as these items are non-returnable.
- Note: We cannot offer a second resizing if the size turns out to be incorrect due to additional shipping costs. Please check your finger size carefully before ordering. (Most resizing can be handled by your local jeweler.)
- If you're in Montreal, you can bring your ring to Ruby Mardi for a second resizing for a fee of $30–$100 CAD, depending on the work required.
- For any questions, please contact us at ruby@rubymardi.com.
CUSTOM JEWELRY & ENGRAVED ITEMS ARE FINAL SALES
- Custom projects and engraved items are made specifically for you and cannot be returned or exchanged.
Additionally, we do not accept returns on sale items or gift cards.
Please feel free to contact us with any questions regarding a purchase or before placing an order at ruby@rubymardi.com
WARRANTY
We offer a 1-year warranty on our fine jewelry and custom creations. This warranty covers all settings for one year from the date of receipt and includes free replacement of diamonds up to 3mm, provided the item shows no signs of undue wear.
Please note that gemstones and diamonds are not covered against loss, chips, or wear. Fine jewelry requires proper care and maintenance, and we cannot be held responsible for damage resulting from improper care.
For engagement and gold rings, we provide complimentary in-store resizing within 3 months of purchase. We also offer free in-store cleaning of your jewelry.
Jewelry shipped outside Canada & USA is not eligible for our warranty due to customs and shipping complexities.
Please note that our silver and vermeil gold jewelry is sold without any warranty.
