Refund policy

Wholesale Returns, Refunds & Store Credit Policy

This policy applies to business customers purchasing jewelry for resale through Source House Jewelry’s website or directly from us.

All Sales Are Final

Our ready-to-ship, made-to-order, custom, personalized, and private-label purchases are generally final sale. Eligible cancellations within 24 hours and qualifying claims are handled as outlined below.

We do not accept returns or exchanges for change of mind, unsold inventory, incorrect selections made by the buyer, or changes in the buyer’s business needs.

Qualifying claims include verified manufacturing defects, fulfillment errors, or finished products that materially differ from the approved sample or agreed written specifications.

Approved claims are resolved through replacement or store credit, at Source House Jewelry’s discretion. Refunds to the original payment method are available only for eligible cancellations, except where applicable law requires otherwise.

Order Cancellations

Orders canceled within 24 hours of placement qualify for a full refund to the original payment method, excluding non-refundable sample and mold fees.

To cancel, email rosabridgemarketing@gmail.com with your order number within the 24-hour window.

After 24 hours, orders cannot be canceled or changed unless we agree otherwise in writing. Custom design changes are subject to the approval process described below.

Eligible cancellation refunds will be issued within five business days of cancellation confirmation. Your bank or payment provider may require additional time to post the refund.

Three-Day Reporting Window

Buyers must inspect their shipment and report defects, damage, incorrect items, shortages, or material differences from agreed specifications within three calendar days of receiving the products at their final destination.

If you use a freight forwarder, the reporting window begins when the shipment reaches you at its final destination, rather than when it arrives at the freight forwarder’s warehouse. Freight-forwarder handling and transit delays do not count toward this window.

We may request proof of final delivery to verify the reporting deadline.

After three calendar days, the shipment is considered accepted and no longer eligible for a claim under this policy, subject to any rights that cannot lawfully be excluded.

This reporting window does not change the allocation of transit risk under your order’s agreed shipping terms.

Reporting an Issue

Email rosabridgemarketing@gmail.com within the reporting window and include:

Your order number
The affected product styles and quantities
A clear description of the issue
Clear photos or videos showing the issue
Packaging and shipping-label photos for damage or shortage claims

An unboxing video is helpful but is not the only evidence we accept. We may request additional evidence to assess the claim.

Keep the affected items and packaging until we provide instructions. Do not return, repair, alter, or dispose of the items without our written approval.

What Qualifies as a Defect or Fulfillment Error?

Examples include:

Broken or nonfunctioning clasps, closures, or other components
Faulty soldering, missing stones, or sharp unfinished edges
Plating defects present upon delivery
Incorrect products, materials, finishes, sizes, or quantities compared with the confirmed order
Material differences from the approved sample or agreed written specifications

Minor variations within tolerances agreed in writing before production are not considered defects. Variations outside those agreed tolerances qualify for a claim.

If no tolerance was agreed before production, we will assess the variation against the approved sample or agreed written specifications.

A genuine manufacturing defect will be accepted as a defect, regardless of any permitted minor variations.

Normal wear, damage caused by use, improper handling or storage, unauthorized alterations, and damage caused by the buyer or its customers are not covered. Transit damage is addressed separately below.

Approved Specifications & Design Changes

The Approved Specifications Document is the final written document defining the product requirements and manufacturing process for the bulk order. It must be mutually agreed upon by Source House Jewelry and the buyer before bulk manufacturing begins.

Buyer-requested design changes may be submitted before both parties approve this document. Any changes affecting pricing, sample or mold requirements, or production timelines must also be agreed in writing.

After the document is approved, further changes require our written acceptance and may involve additional charges or revised timelines.

Where an approved sample and the Approved Specifications Document differ, the final document must identify the agreed changes before bulk production begins.

Custom Orders & Pre-Shipment Approval

For made-to-order and custom bulk orders, we will arrange a video call before shipment to review the finished products with you against the approved sample and agreed specifications.

We will request written approval of the visible appearance and details reviewed during the call before dispatch. Any concerns must be raised during this review so they can be addressed before shipping.

Pre-shipment approval does not waive claims for qualifying defects, shortages, or fulfillment errors that could not reasonably be identified during the video call. These must still be reported within the three-day reporting window.

Claim Response & Resolution

We will respond to claims within 24 hours of receiving them. This initial response acknowledges the claim and may request additional evidence; it does not constitute claim approval.

For an approved claim, Source House Jewelry will choose between replacement items and store credit based on the nature of the issue and production availability.

The resolution applies to the affected items. An issue with part of an order does not automatically qualify the entire order for return or credit.

Replacement timelines depend on the nature of the claim, material availability, and production requirements. We will confirm the estimated timeline after assessing the claim.

Store credit will be issued within five business days of claim approval, or receipt and inspection of returned goods if a return is required.

Store credit:

Equals the amount paid for the affected items
Is issued in the original order currency
Has no expiration date
May be used for future direct purchases from Source House Jewelry
Cannot be redeemed for cash or transferred to another business

Return & Replacement Shipping

We will review photos and videos first. A physical return is required only when we determine that it is necessary.

Do not ship items back without written authorization. If we require a return for a confirmed manufacturing defect or our fulfillment error, we will arrange and cover reasonable return shipping through the method we authorize.

Responsibility for replacement shipping, customs charges, import duties, taxes, and clearance fees will be confirmed in writing as part of the proposed resolution before shipment. These costs are not automatically covered by Source House Jewelry, except where applicable law requires otherwise.

Sample-remake shipping is subject to the separate terms below.

Transit Damage & Freight Forwarders

Responsibility for transit loss or damage follows the shipping terms and named delivery point confirmed for your order.

For FCA orders, transit risk transfers to the buyer when delivery is completed under the agreed FCA terms. Loss or damage occurring after that point must be addressed with the buyer’s carrier, freight forwarder, or insurer. We will provide reasonable supporting documentation.

For DAP orders, we remain responsible for transit risk until delivery at the agreed destination, ready for unloading. Report transit damage within the three-day reporting window and retain the packaging so we can investigate.

The reporting window begins when you receive the products at their final destination, regardless of the shipping arrangement. This does not extend our responsibility for transit loss or damage beyond the risk-transfer point agreed for your order.

Shipping terms do not remove our responsibility for manufacturing defects or fulfillment errors that existed before risk transferred.

Sample & Mold Fees

Sample and mold fees are final sale and non-refundable, including when the buyer decides not to proceed with a bulk order.

Before sampling begins, both parties must agree in writing on the specifications for that sample. If a sample does not meet those agreed specifications, we will remake it at no additional sample or mold charge.

A buyer-requested design change is not a correction of a manufacturing defect and may require additional sample or mold fees.

The buyer pays shipping for remade samples. Remake shipping charges paid to Source House Jewelry will be credited toward the buyer’s subsequent bulk-order invoice. If the buyer does not proceed with a bulk order, those charges will not be refunded or redeemed for cash.

Any other agreed credit of sample or mold fees toward a bulk order will be stated in the quotation or order confirmation.

Applicable Requirements

This policy does not exclude rights or remedies that cannot lawfully be excluded under applicable law. Any order-specific exceptions must be agreed in writing.