Refund policy

An OLVR piece is a considered decision. Our Returns Policy is designed so you can make that decision with confidence.

1. The Window

Stock catalogue pieces, including rings and jewelry, are returnable for a full refund within 30 days of delivery, provided the piece meets the conditions set out below. The 30-day period begins on the date of delivery confirmation by the courier.

Stock catalogue pieces are designs from the OLVR catalogue ordered in a standard size or length, as listed on the product page. Pieces that have been customised, modified, or built outside the standard catalogue are subject to the bespoke terms in Section 2.

2. Bespoke and Custom Orders

Bespoke and custom orders are final sale. Once production of a bespoke or custom piece has begun, the order cannot be cancelled, returned, exchanged, or refunded.

The following are treated as bespoke and are not returnable:

• Custom design work, including any piece created outside the OLVR stock catalogue
• Non-standard ring sizes, defined as sizes outside the range of 4 to 9.5 in half-size increments, including quarter sizes (such as 6.25 or 7.75), sizes below 4, and sizes above 9.5
• Non-standard jewelry lengths, meaning any bracelet or necklace length not offered on the product page
• Modified stock designs, including catalogue designs altered with custom stones, metals, settings, or lengths

Before a bespoke order moves into production, the customer receives a written specification, a production timeline, and a confirmation that the order is final. Production does not begin until the customer provides written approval.

3. Engraved Rings

Engraved rings remain returnable within the standard 30-day window. A restocking fee equal to the original engraving cost will be deducted from the refund to cover the cost of refinishing the ring.

4. Conditions for Return

To be eligible for a refund, the returned piece must be:

• Unworn and free of any signs of wear on the metal, prongs, clasp, or stones
• Complete, including the original box, all original packaging, the IGI or GIA grading report where one was included, and any accompanying documentation
• Unaltered, meaning not resized by a third party, not engraved after delivery, and not modified in any way

Returns that do not meet these conditions may be declined or subject to a partial refund. We will contact you with details and options before issuing any refund or returning the piece.

5. Resizing and Lengths

Every OLVR ring includes one complimentary resize within the first twelve months of delivery, up to three-quarters of a size in either direction. OLVR covers fully insured shipping in both directions for the resize.

Resizes outside the three-quarter range, or on certain setting styles where structural changes are required, may incur additional cost. Any additional charge will be quoted in writing before work begins. Subsequent resizes after the first complimentary resize are available at standard rates.

Bracelet and necklace lengths cannot be changed after production. Changing the length of a tennis piece means adding or removing diamonds, so the right length is chosen before we make it. If a stock catalogue piece arrives in the wrong length, return it within 30 days under this policy and reorder the length you need.

6. Return Shipping

Responsibility for return shipping depends on the reason for the return:

• Defective pieces: OLVR covers fully insured shipping in both directions.
• Ring resizes: OLVR covers fully insured shipping in both directions.
• Change of mind or other returns: OLVR provides a prepaid, insured shipping label, and the actual courier shipping cost is deducted from the refund. There is no markup or handling fee.

All returns are shipped via insured, signature-required courier. Do not ship a piece back without contacting us first. Returns sent without authorisation cannot be tracked or insured by OLVR, and OLVR is not responsible for items lost or damaged in unauthorised shipments.

7. Refunds

Once a returned piece arrives at our inspection facility, we inspect it within 5 business days to confirm that it meets the return conditions in Section 4.

If the return is approved, the refund is processed to the original payment method within 5 to 10 business days of approval. Your bank or card issuer may take additional time to post the credit to your account.

If applicable, return shipping costs and engraving restocking fees are deducted from the refund total. These deductions are itemised in your refund confirmation email.

If a returned piece does not meet our conditions for return, we will contact you with details and options before issuing any refund or returning the piece.

8. How to Return a Piece

1. Contact OLVR at hello@olvrjewelry.com or through your account within 30 days of delivery.

2. Receive a prepaid, insured shipping label and packing instructions within 7 business days.

3. Pack the piece in its original box with all documentation and drop off at any approved courier location.

4. We inspect, approve, and issue your refund within 5 to 10 business days of receipt.

If something is not right with your piece, please contact us before initiating a return. Most issues can be resolved without a return.

9. What This Policy Does Not Cover

The following are not eligible for return under this policy:

• Damage from normal wear. Scratches, patina, and surface marks that develop with daily wear are not defects. These can typically be polished out under the service options in our Warranty.
• Damage from accident, misuse, or alteration. Drops, impacts, exposure to chemicals, and modifications by anyone other than OLVR void return eligibility.
• Lost or stolen pieces. Once a piece is delivered and signed for, OLVR is not responsible for loss or theft. Customers are strongly encouraged to obtain jewellery insurance through a qualified insurer.
• Third-party stones or settings. Pieces serviced or modified by another jeweller after delivery are not eligible for return.

10. General Terms

This Returns Policy applies to purchases made through olvrjewelry.com and shipped within Canada and the United States. It is governed by the laws of the Province of Alberta, Canada, and is incorporated by reference into the OLVR Terms and Conditions.

This policy does not affect any non-waivable rights you may have under applicable consumer protection law in your jurisdiction.

OLVR reserves the right to update this policy. The version in effect at the time of your purchase is the version that applies to your order. Material changes will be communicated to active customers in writing.

11. Contact

OLVR Inc.

Email: hello@olvrjewelry.com