Refund policy

Once you place your order, and your piece goes into production, we are unable to cancel your order. Shipping charges are excluded fron refunds.

Returns & Exchanges

We want you to love your jewelry. If something isn’t quite right, we’re happy to help within the guidelines below.

Return Window

  • Returns are accepted within 14 days of delivery for unworn items in original condition.
  • During the holiday season, return windows are extended until January 15.
  • Items must be returned unused, unaltered, and free of wear, with original packaging.

Non-Returnable Items

  • Custom or made-to-order pieces
  • Engraved or personalized items
  • Sale / final-sale items
  • Solid gold pieces
  • Limited Edition Pieces 

Condition Requirements

Jewelry showing any signs of wear, including scratches, dents, tarnish, or damage caused by contact with hard surfaces, is not eligible for return or exchange.

Requests for full refunds must be made by email to info@steffeleoff.com. The purchase amount will be refunded, as store credit, once we receive the returned product at the indicated address. Shipping fees will not be refunded. STEFF ELEOFF reserves the right to reject a return if all the above conditions are not met. In such cases, you will be notified by email that your return request has been denied.

If the product arrives damaged or opened, STEFF ELEOFF will cover the return shipping costs, provided the return is due to our error.

Any claim must be submitted within 14 days of receiving the package.

Refunds are issued as store credit.

The refund will be processed once we have received and inspected the returned item.

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Ring Sizing

If you prefer, you can also visit a local jeweller for a professional fitting or visit our sizing guide located on each product page. Please remember that selecting the right ring size is your responsibility, and we do not offer refunds if the size chosen is incorrect.

If you need a resize, we offer the service at an additional cost. The final price will depend on the extent of the adjustment and whether a stone needs to be removed and reset. In some cases, especially if the size change is significant or there is a high risk to the stones, we may not be able to carry out the resizing.

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Wear & Tear Disclaimer

All of our pieces are crafted from precious metals, including sterling silver, solid gold, and gold vermeil. These materials are not scratch-resistant and will naturally show signs of wear over time. Surface marks, scratches, dents, plating wear, or finish changes caused by daily use, friction, impact, or improper care are considered normal wear and tear, not manufacturing defects. For this reason, wear-related damage is not covered under our return or replacement policy.

Scratches or finish wear do not qualify for refunds or replacements.

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Gold Vermeil Care & Expectations

Gold vermeil is a layered finish consisting of a thick layer of gold over sterling silver. While durable, it will naturally wear over time, especially if exposed to:

  • Water, moisture, or sweat
  • Friction from daily wear
  • Contact with hard surfaces
  • Perfumes, lotions, or chemicals

Gold vermeil wear is expected and not considered a defect.

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Repairs & Touch-Ups

Where possible, we may offer one-time courtesy touch-ups at our discretion. Touch-ups are not guaranteed and depend on the condition of the piece. Customers are responsible for all shipping costs. We are unable to facilitate repairs or refinishing outside of Canada.

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International Orders

Please note that duties, taxes, and customs fees are the responsibility of the customer. 

We are unable to offer replacements for wear-related damage on international orders due to shipping and customs limitations.

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Jewelry Care

We strongly recommend reviewing and following our Jewelry Care Guide to preserve the finish and longevity of your pieces. Removing jewelry during activities involving friction or contact with hard surfaces will significantly reduce wear.