Refunds, exchanges and warranty
Cancelling an order
If you need to cancel an order, you only have two hours to contact us after making a purchase. After that, we will already be working on your order and it will no longer be possible to cancel it. Contact us at ruby@rubymardi.com
* REFUNDS & EXCHANGES - Ready to ship jewelry *
If you are not happy with your purchase for any reason, we are happy to take a return on our ready-to-ship jewelry (jewelry that has not been resized for you or made to order for you).
We have a 7-day exchange and return policy on ready to ship jewelry, which means you have 7 days after receiving your jewelry item to request a refund or an exchange.
You must inform us of your intention to return the jewelry within 7 days of receipt or purchase in store. If your item was purchased online, it must be returned to Ruby Mardi including shipping time within 14 days to be eligible for a full refund or exchange. If your item was purchased in store, it must be returned to Ruby Mardi within these 7 days.
All items must be unworn and in original condition. All fine jewelry will be inspected and must be received back in perfect condition to be eligible for refunds and exchanges.
Contact us at ruby@rubymardi.com to process a return or exchange, and we'll send you a mailing label.* Items sent back to us without first requesting a return will not be accepted.
Once we have received the item and verified its condition, we will proceed with the full refund, immediate exchange or credit. We'll be happy to reserve an item for you while the first item is in transit, if needed.
If you asked a refund, we will issue a it within 2 to 5 days of receipt to the same method of payment.
We reserve the right to refuse any return that we consider abusive.
* If you live in Canada and the value of your order is less than $150, we will deduct the shipping costs from your refund or credit. These costs can vary from $10 to $35.
Orders outside Canada: Please note that the cost of the mailing label will be deducted from the refund if you are outside Canada. These fees may vary between $20 to $80 CAD depending on where you are located.
* RESIZED JEWELRY & MADE TO ORDER JEWELRY ARE FINAL SALES *
If we have resized a ring for you or custom made a ring for you in a size that was not available to ship, we will unfortunately not be able to issue a refund or make an exchange on that item.
If you are not sure whether the jewel you have chosen is perfect for you, please order the size available. If we resize the ring for you or custom make it for you, it will not be exchangeable or refundable.
Please note that if the size you asked us is not the right one for you, we can't offer to resize it a second time due to the shipping costs that would result from it. We recommend that you carefully check your finger size before placing your order. But don't worry, most resizing jobs can be handled by your local jeweller.
If you live in Montreal and can come to Ruby Mardi for a second resizing, we'll be happy to take care of it for you, and will charge between $30 - $100 CAD, depending on the work needed.
Please feel free to contact us with any questions regarding a purchase or before placing an order at ruby@rubymardi.com
** CUSTOM JEWELRY ORDERS AND ENGRAVED ITEMS ARE FINAL SALES **
When we work on custom projects, we cannot offer a return or exchange. Custom work is for those who have a specific vision and trust us to execute it. Because it's made just for you, we can not offer returns or exchanges.
Same reason goes for engraved items.
Unfortunately, we cannot accept returns on sale items or gift cards.
WARRANTY
We offer a 1 year warranty on our fine jewelry and custom creations* (more details below).
For engagement rings and gold rings: we offer a complimentary resizing within 3 months of purchase (in-store service only).
For silver and gold plated (vermeil) jewelry: please note that this jewelry is not guaranteed. Silver jewelry is more fragile than other jewelry and can deteriorate in different ways depending on the use and how it's worn. We offer a service of repair/restoration of silver plated jewelry, polishing and plating, for a refurbishment.
*Ruby Mardi warranties all settings for one year from when you receive the item and will replace diamonds up to 3mm at no cost unless the item shows signs of undue wear and tear.
Gemstones and diamonds are not guaranteed against loss, chips, wear, and tear. All diamonds and gemstones can be scratched or chipped. We do not guarantee our stones against this kind of damage, as that is out of our control.
Please remember all fine jewelry should be well taken care of and treated with the utmost care.
Jewelry shipped outside Canada & USA are not valid for the Ruby Mardi warranty due to complexity of customs & shipping.
