Refund policy

RETURNS AND REFUND POLICY

At Jacob Mercari, we are committed to ensuring your satisfaction with your purchase. If you are not completely satisfied, we offer the following return and refund options, subject to the terms outlined below.

1. Eligibility for Returns

1.1 Standard Products:

  • Items may be returned for a refund or exchange within 20 days of the delivery date.
  • To be eligible for a return, items must be in their original, unused condition, free of any damage or signs of wear, and include all original packaging, documentation (e.g., diamond certificates), and proof of purchase.

1.2 Custom or Personalized Items:

  • Custom-made, engraved, resized, or personalized items are non-refundable and cannot be returned.

1.3 Sale or Promotional Items:

  • Items purchased during a sale or promotion are not eligible for refunds or returns for exchange.

 

2. Conditions for Returns

2.1 Inspection Process:

  • All returned items will be inspected by our Quality Assurance team to ensure they meet the return eligibility criteria. Items that show signs of wear, damage, or alteration (e.g., resizing by a third party) will not qualify for a refund or exchange.

2.2 Documentation:

  • Returns must include all original documentation (e.g., diamond certificates). If all documentation are not returned, refund will be refused. 

2.3 Packaging Requirements:

  • Items must be returned in their original packaging (e.g., jewellery boxes) to prevent damage during transit.

3. How to Initiate a Return

3.1 Contact Us:

  • To initiate a return, please contact our Customer Care team at info@jacobmercari.com or 416-861-8204 within 20 days of receiving your order. Provide the following details:
    • Full name
    • Order number
    • Reason for return

3.2 Return Shipping Instructions:

  • Customers are responsible for return shipping costs. We recommend using a trackable shipping method with insurance to safeguard against loss or damage during transit.

3.3 International Returns:

  • For international orders, customs duties and taxes paid at the time of purchase are non-refundable. Customers are responsible for any additional shipping fees and customs charges associated with returning the item. Item must be returned within 20 day time period. We are not responsible for delays in customs of your returned item.

4. Refunds

4.1 Processing Refunds:

  • Refunds will be processed within 7-10 business days after receiving and inspecting the returned item(s). Refunds will be issued to the original payment method used at checkout.

4.2 Non-Refundable Fees:

  • Shipping fees, insurance costs, and any applicable transaction fees (e.g., credit card processing fees) are non-refundable unless the return is due to an error on our part (e.g., incorrect item shipped).

5. Exchanges

5.1 Items eligible for return may also be exchanged for another product of equal or greater value (with payment of the difference). Exchanges are subject to product availability.


Exceptions / Non-Returnable Items 
Certain types of items cannot be returned such as:
-Custom design products (special orders or personalized items)
-Items that have been modified, such as ring sizing or other adjustments

Please get in touch if you have questions or concerns about your item. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at info@jacobmercari.com.