What If My Custom Jewelry Doesn't Match the Design?
Direct answer
It depends what 'doesn't match' means, and we would rather be clear than reassuring. Because nothing is cast until you approve the CAD, the approved model — not a mood or expectation — is the agreed target your piece is checked against. A manufacturing defect or a real deviation from that approved design is covered and fixed at our cost; a piece that faithfully matches what you approved but is not what you hoped for is a different matter, which is why the approval stage exists to catch hope-vs-reality before metal.
Three different situations, three honest answers
First, a genuine manufacturing defect — a structural failure, a stone lost that was not caused by impact, a plating fault. This is on us. If you find it within 30 days of delivery, send photos and we arrange repair or remake at our cost. Finished pieces are also inspected before packing, so most such issues are caught here rather than reaching you; the 30-day window is the net under that.
Second, a real deviation from the design you approved — the wrong item, missing components, or a finished piece that significantly departs from the CAD you signed off on. Because your approval set the target, 'not what I approved' is a legitimate claim, and custom pieces that deviate materially from the approved design are exactly what our terms treat as returnable or remakeable, handled at our cost in the next production slot.
Third — and this is the one a good factory tells you about plainly — a piece that faithfully matches the approved CAD but turns out not to be what you loved in your head. That is not a defect, and custom jewelry built specifically for you is not returnable for change-of-mind. This is precisely the scenario the approval gate protects against: proportions, stone sizes and metal thickness are made visible in CAD renders so you can fix 'not what I wanted' for minutes of editing rather than discover it after casting.
Real cases behind this answer
This is part of our guide on How We Serve.
Related questions
More questions on this
Can I return custom jewelry if I just don't like it?+
Not for change-of-mind — a custom piece built to your approved design is non-returnable. Returns and remakes cover defects and real deviations from what you approved.
What if it's made wrong or differs from the CAD I approved?+
That is on us: report a defect within 30 days of delivery with photos, or a significant deviation from your approved design, and it is repaired or remade at our cost.
How do I avoid approving something I'll later dislike?+
Use the CAD stage — check front, side and top renders for proportion, stone size and thickness, and raise changes before approval, when they cost minutes instead of a new casting.
What if a stone falls out of my piece?+
Tell us with photos as soon as you notice. Stone loss not caused by impact counts as a defect within 30 days of delivery — we repair or remake at our cost. Loss from impact or ordinary wear is not free aftercare, though a repair can still be arranged as bench work.
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