We want you to buy with confidence, so stock items can be returned within 30 days. Custom and certified production works differently, and this page explains why.
What can be returned
| Item type | Returnable | Conditions |
|---|---|---|
| Stock catalogue designs | Yes, within 30 days | Unworn, original packaging, no engraving |
| Certified stones and pieces | Yes, within 30 days | Certificate must be returned with the stone |
| Custom / OEM production | Only if defective | Made to your approved specification |
| Samples | Yes, within 14 days | Sample credit terms apply |
| Engraved or personalised items | No | Cannot be resold |
| Clearance and wholesale lot items | No | Sold as described |
How to start a return
- Email sales@holycome.com within 30 days of delivery with your invoice number, the SKU and the reason for return.
- We issue an RMA number within one working day. Returns without an RMA number cannot be processed.
- Photograph the items before packing — this protects both sides if the parcel is damaged in transit.
- Ship the parcel back with the RMA number on the outside, using a tracked and insured service.
- On receipt we inspect within three working days and confirm the outcome by email.
- Refunds are issued to the original payment method, or credited against your next order if you prefer.
Return shipping costs
Where the return is due to our error — wrong item, wrong specification, or a manufacturing defect — we cover return freight and either replace the goods or refund in full. Where the return is a change of mind or a market decision, return freight is the buyer's responsibility and original outbound freight is not refunded.
Defects and warranty
Manufacturing defects are covered beyond the 30-day window: stone loss from a prong failure, plating failure within six months of normal wear, clasp or hinge failure, and stone-to-certificate mismatch. We ask for photographs and, where relevant, the certificate. Approved claims are repaired, replaced or credited at our cost.
What we cannot accept
- Items showing wear, sizing alteration or repair by a third party
- Stones without their original certificate, where one was supplied
- Custom production that matches the signed approval sheet
- Returns arriving without an RMA number, or more than 45 days after delivery
Exchanges
If you want to swap a design for another in the same value range, we process it as a return plus a new order, and we waive the second shipping charge on the replacement. Exchange turnaround is typically five to eight working days from receipt.
How we handle quality disputes fairly
Disagreements about quality are almost always specification disagreements. That is why we ask for the approval sheet, the packing-list line and photographs before deciding an outcome. If the goods do not match the signed specification, we correct it at our cost. If they match the specification but do not sell as expected, that is a market decision, and our role is to help you move the stock — through exchange, credit against a future order, or a mixed lot for a different channel — rather than to argue.
Preventing returns before they happen
- Order a sample before a bulk run, and inspect the metal work with a loupe rather than only the stone.
- Fix colour, clarity, metal and gram weight on the approval sheet, with photographs.
- For bridal, confirm the sizing standard (US, EU, UK or JP) and build a size curve rather than ordering one size.
- Ask for the packed-order photographs we send before dispatch and review them.
- For silver, specify plating thickness; under-plated rings are the most common cause of early returns.
Replacement timescales
Approved replacements from stock are prepared within two to five working days. Replacements requiring production follow the standard custom lead time of 10–20 days. Where a defect affects part of a shipment, we can ship the replacement separately so the rest of the order is not delayed — and we cover the additional freight in defect cases.