RETURN & EXCHANGE POLICY
We want you to absolutely love your jewelry. If you're not completely satisfied, we offer exchanges within 30 days of shipment.
✓ 30-DAY EXCHANGE POLICY
You have 30 days from the date your order ships to request an exchange for store credit.
All exchanges are for store credit only - no cash refunds.
📋 EXCHANGE REQUIREMENTS
To be eligible for exchange, your item must meet ALL of the following conditions:
- Security tag attached and intact - Do not remove the tag unless you're keeping the item
- Completely unworn - No scratches, marks, or signs of wear
- Original packaging included - Box, papers, and all documentation
- Requested within 30 days - Counted from shipment date, not delivery date
- No custom modifications - Items with engraving, custom sizing, or alterations cannot be exchanged
💰 20% RESTOCKING FEE
A 20% restocking fee applies to all exchanges to cover:
- Material recovery and processing costs
- Quality inspection and verification
- Administrative processing
Example:
- Original purchase: $1,500
- Restocking fee: $300 (20%)
- Store credit issued: $1,200
Your store credit never expires and can be used on any item in our collection.
📦 HOW TO REQUEST AN EXCHANGE
Step 1: Email us at contactus@tangandco.com within 30 days of shipment
Include:
- Your order number
- Reason for exchange
- Photos of the item with security tag attached
Step 2: We'll review your request within 1 business day
Step 3: Once approved, we'll send you a prepaid return shipping label
Step 4: Package the item securely with:
- Original box and packaging
- Security tag still attached
- All documentation and certificates
Step 5: Ship it back using our prepaid label
Step 6: Once received and inspected (3-5 business days), we'll issue store credit
Step 7: Use your store credit toward any piece in our collection
🚫 NON-EXCHANGEABLE ITEMS
The following cannot be exchanged under any circumstances:
- Items with security tag removed
- Items showing any signs of wear or damage
- Custom engraved pieces
- Resized or altered items (unless defective)
- Items returned after 30 days from shipment date
- Special order or custom-made pieces
🔧 DAMAGED OR DEFECTIVE ITEMS
Received a damaged or defective piece? We'll make it right immediately.
Contact us within 7 days of delivery with photos showing the issue.
We'll offer your choice of:
- Free replacement with expedited production, OR
- Full refund including original shipping costs
No restocking fee applies to damaged or defective items.
Our Lifetime Craftsmanship Warranty covers manufacturing defects - see below.
💎 LIFETIME CRAFTSMANSHIP WARRANTY
Every piece includes our Lifetime Warranty against manufacturing defects:
Covered: ✓ Loose or lost stones due to defective setting ✓ Structural defects in metalwork or prongs ✓ Metal discoloration or plating issues ✓ Clasps or closures that fail under normal use
Not Covered: ✗ Normal wear and tear ✗ Damage from accidents, drops, or impacts ✗ Lost or stolen jewelry ✗ Scratches from daily wear ✗ Modifications by third-party jewelers
To file a warranty claim: Email photos to contactus@tangandco.com . Warranty repairs are completed within 4-5 weeks at no charge.
⚠️ IMPORTANT: SECURITY TAG POLICY
All items ship with a security tag that MUST remain attached for exchange eligibility.
- The tag is attached with a security loop or string
- Removing the tag indicates you accept the purchase as final sale
- You can try on the item carefully with the tag attached
- Items returned without an intact security tag will be rejected
Think of it like trying on clothes in a store - you can see how it looks, but don't remove the tag until you're sure.
📅 TIMELINE CLARIFICATION
Your 30-day exchange window begins on the date we ship your order, not when you receive it.
Example:
- Order placed: January 1
- Item ships: January 15 ← 30-day clock starts here
- You receive it: January 20
- Exchange deadline: February 14 (30 days from January 15)
You'll receive a shipment notification email with tracking when your order ships.
❓ FREQUENTLY ASKED QUESTIONS
Q: Can I get a refund instead of store credit? A: No, all exchanges are for store credit only. This allows us to offer competitive pricing and maintain quality standards.
Q: Why is there a restocking fee? A: Each piece is custom-made to order. The 20% fee covers material recovery, quality inspection, and processing costs involved in exchanges.
Q: Can I try it on before removing the tag? A: Yes! You can carefully try on the item with the security tag attached. Handle it gently to avoid damage.
Q: What if it doesn't fit? A: We offer professional resizing services for a fee. Alternatively, exchange it for store credit and select a different size (20% restocking fee applies).
Q: Do you cover return shipping? A: Yes, we provide a prepaid return label once your exchange is approved.
Q: What if I'm outside the 30-day window? A: Unfortunately, we cannot accept exchanges after 30 days from shipment date. Please contact us as soon as you decide to exchange.
Q: Can I exchange for a more expensive item? A: Yes! Your store credit can be applied to any item. Simply pay the difference for higher-priced pieces.
Q: What if I accidentally removed the tag? A: Items with removed tags cannot be exchanged per our policy. We inspect all returns and will reject items with missing or tampered tags.
📞 CONTACT US
Questions about returns or exchanges?
📧 Email: contactus@tangandco.com
⏱️ Response time: Within 1-2 business days
📍 Tang and Company
We're here to help ensure you love your jewelry!