Refund policy

Last updated: October 14th, 2026

This policy applies to orders placed on or after October 14th, 2026. Earlier orders keep the terms in place when you bought.

At Sensitive Stones, we inspect every piece before it ships and stand behind what we send you.

In this policy:

• If something arrives wrong or faulty
• Size & length exchanges
• Returns (change of mind)
• Custom & made-to-order items
• How to start a return
• Refunds & timing
• UK customers

If Something Arrives Wrong or Faulty

Within 30 days of delivery, if any item — including earrings — arrives defective, damaged, or the wrong product, we make it right free. No return fee, and your choice of free replacement or a full refund to your original payment method.

Covered: loose stones, faulty clasps, broken prongs, uneven plating on arrival, transit damage, or the wrong item shipped.

Size & Length Exchanges (Rings, Bracelets & Necklaces)

Wrong fit or chain length? We'll exchange it once, free, within 30 days.

This covers size or length only — a 7in bracelet to an 8in, a size 6 ring to a 7, a 16in necklace to an 18in. Changing stone size, width (mm), or style is a new order, not an exchange.

• Return the original unworn, in its packaging, with our free prepaid label. We ship your new size on receipt.
• A second exchange on the same item is $15.
• New size costs more? You pay the difference before we ship. Costs less? We refund the difference to your original payment, or store credit if you prefer.

Earrings aren't eligible for exchange (final sale, hygiene). Made-to-order and bespoke pieces aren't eligible either, as each one is produced individually.

Returns (Change of Mind)

You have 30 days from delivery to return rings, bracelets, and necklaces, even if you simply change your mind. Items must be unworn (beyond a try-on), unaltered, and returned with original packaging and any certificates.

• Change-of-mind returns are refunded in full as store credit (valid one year). A refund to your original payment method is reserved for items that arrive faulty, damaged, or wrong (above).
• Returns are free — we email a prepaid label, with no restocking fee.

Earrings are final sale for hygiene and safety — unless they arrive defective, damaged, or incorrect (covered above).

Gift cards are non-returnable and non-refundable.

Custom & Made-to-Order Items

Bespoke pieces — a custom stone, a one-off design, or a specification we don't otherwise offer — can only be returned or exchanged if they arrive defective, damaged, or incorrect. Because they're made to your specification, they aren't eligible for change-of-mind returns.

Made-to-order pieces in a size, length, or finish we already sell follow the standard 30-day return policy above. Size exchanges aren't available on made-to-order items, as each one is produced individually for you.

Engraved rings, bracelets, and necklaces follow the standard 30-day return policy above (change-of-mind returns refunded as store credit). Earrings remain final sale unless faulty.

How to Start

Returns must be approved first — email hello@sensitivestones.com within 30 days with your order number, the reason, and (for any fault or damage) clear photos or video.

Clear photos are required for claims involving a faulty, damaged, incorrect, or incomplete item. If the issue cannot be clearly shown in photos, we may request a short video or additional images before approving a replacement or refund. Failure to provide the requested information may delay our review of the claim.

We reply within 1–2 business days and email your free prepaid label. Ship to: Sensitive Stones / Piscero Co LLC, 525 Randall Ave #361, Cheyenne, WY 82001, US.

Refunds

Refunds are processed within 5–10 business days of us receiving and inspecting your return. Allow extra time for your bank to post it; if it's been 15 business days since we confirmed, contact us. No restocking fees.

Packages returned due to an incomplete or incorrect address: if you choose to cancel rather than have your order reshipped, your refund is issued once the package has been returned to us, less any return or handling charges we incur. See our Shipping Policy for details.

UK Customers

You have 14 days from the day you receive your order to cancel under the UK Consumer Contracts Regulations, and a further 14 days to send the item back. This doesn't apply to opened earrings, or to bespoke pieces made to a specification we don't otherwise offer. Made-to-order items in a size, length, or finish we already sell are covered as normal.

To cancel, email us — a clear statement that you wish to cancel is enough — or use the form below. Return the item unworn. We refund to your original payment method within 14 days of receiving it back, including any standard delivery charge you paid. This takes priority over the store credit terms above. You cover return shipping for change-of-mind cancellations, including return or handling charges for packages returned due to an incomplete or incorrect address.

Model cancellation form (you don't have to use this — an email is fine):

To Sensitive Stones / Piscero Co LLC, 525 Randall Ave #361, Cheyenne, WY 82001, United States — hello@sensitivestones.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on:
Name:
Address:
Order number:
Date:

Questions?

Email: hello@sensitivestones.com
Phone: +1 (914) 904-7880
Support hours: Monday–Friday, 9 AM – 5 PM Eastern Time (ET)

Sensitive Stones is a trade name of Piscero Co LLC (EIN 98-1795902). US mailing address: 525 Randall Ave #361, Cheyenne, WY 82001, United States.