Your satisfaction with your purchase is of utmost important. If for any reason you're not entirely happy, you have 45 days from the moment your item is shipped to initiate a return or exchange. For most orders, a quick call at 212-379-6305 (toll-free) is all it takes to begin the process. However, if your item is valued under AU$1,750.00, our convenient online portal offers a streamlined alternative.

What Cannot Be Returned?

To ensure a seamless experience for everyone, please note that certain items are not eligible for return or exchange:

• Purchases made beyond the 45-day return window (this includes layaway orders).
• Rings that have been resized, altered or modified after purchase.
• Engraved fine jewelry; while an engraved ring can be returned, a $70.00 charge would apply to remove the custom engraving.
• Personalized fine jewelry, such as customised-name necklaces.
• Items that have already undergone a previous exchange.
• Any customised items, special orders, personalized jewelry pieces.
• Orders that were altered during their production or fulfilment process.

How to Return or Exchange: Your Options

Option 1: Returns & Exchanges by Phone (Recommended for All Orders)

All eligible orders, including unworn items shipped both domestically and internationally, simply call us at 212-379-6305 (toll-free) to initiate the return or exchange process.

Here's the process:

1. Contact Us: Dial 212-379-6305 (toll-free). We will promptly email you a unique return shipping authorization number along with a complimentary UPS shipping label.
2. How to pack your Item: Place your jewelry back into its original packaging. If that's unavailable, securely pack the item(s) you wish to return in a simple cardboard box that is available with post office; any fancy packaging may attract unnecessary attention. Clearly print /label your name and address on the package. Remember to include any promotional gifts received with your purchase (however you can keep the jewelry cleaner:)
3. Seal & Label: Securely seal your package, ensuring any old addresses or barcodes are obscured. Clearly write your return shipping authorization number on the outside of the box, then attach the provided UPS label.
4. Ship It Safely: Take your package to a UPS Staffed location. You can find the nearest one by searching your zip code and filtering for "Shipping assistance." It's crucial to get a UPS receipt as proof of shipment and for insurance purposes. True Sanity and UPS cannot be held responsible for packages left in unstaffed drop boxes or non-UPS staffed locations.

Crucial Note on Insurance: Full insurance coverage for your return is guaranteed only when you utilize the free shipping label provided and adhere strictly to our packaging instructions, especially the requirement for secure-boxing.

Option 2: Streamlined Online Returns (For Specific Orders)

Our online return portal offers a quick and easy way to return specific items. This portal is suitable for:

• Unworn products valued under $1,750.00.
• Items still within our 45-day return window.
• Orders originally shipped within the U.S.

Please call us at 212-379-6305 for returns involving:

• Products exceeding $1,750.00 in value.
• Orders that were shipped internationally.
• "Design Your Own" fine jewelry pieces or engagement rings.
• Any engraved rings.

Steps for Online Returns:

1. Begin Online: Access our return portal [Insert Link Here if Available].
2. Select Method: Choose whether you'd like to print a UPS label, use a UPS Mobile QR Code, or drop off your return directly at one of our store locations.
3. Follow Prompts: Simply follow the on-screen instructions. You'll need your Order Number, which is provided in your return confirmation email.

REFUNDS

TrueSanity will process all the return requests only after our laboratory inspects and ascertains the condition of the item is unworn and undamaged.

Common Questions About Refunds:

Q: How long until my refund is processed?

A: We typically process your refund within 5 business days of receiving your returned item.

Q: How will I receive my money back?

A: Your refund will be credited directly back to the original payment method you used for the purchase. If your initial payment was via bank wire, cash, or required special handling, we'll issue a refund check. For credit card payments, you should see the refund reflected on your account statement within 4-7 business days.

Please note for all international bank wire transactions: refunds are issued in USD based on the exchange rate effective at the time of your original purchase. True Sanity cannot be held responsible for any differences in foreign currency refund amounts due to exchange rate fluctuations between the purchase and refund dates. We are also not responsible for any foreign exchange fees or other charges levied by your financial institution.

Q: Do I need to include the return shipping authorization number?

A: Absolutely. We cannot accept packages for a refund if they arrive without a valid return shipping authorization number. These authorizations are valid for seven days from the date they are issued. Your package must be shipped within this active period. If your authorization has expired, please call us at 212-379-6305 to request a new one.