Refund Policy
At Tchernov Jewelry, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer the following refund policy:
- Custom Orders: Due to the personalized nature of custom orders, we do not offer refunds on custom-made jewelry. However, if there is a defect or an issue with craftsmanship, please contact us within 7 days of receiving your item. We will work with you to repair or replace the piece.
- Non-Custom Items: If you purchased a ready-made item, we accept returns within 14 days of delivery. The item must be returned in its original, unworn condition. Refunds will be issued once the item is received and inspected.
- Shipping Fees: Please note that shipping fees are non-refundable, and return shipping costs are the responsibility of the customer unless the item was defective or incorrect.
Shipping and Handling
We proudly ship worldwide, and your custom jewelry will arrive securely no matter where you are. We offer two shipping options:
- Eco Posting: An affordable, eco-friendly shipping method with an estimated delivery time of 7-21 business days, depending on your location.
- Priority Shipping (FedEx/DHL): For faster delivery, this option offers an estimated delivery time of 3-7 business days, depending on your location. Additional fees apply based on destination and package weight.
Shipping fees vary depending on the destination and chosen shipping method. All packages are insured and carefully packaged to ensure safe delivery.
Processing Time
Since all of our jewelry is handmade and custom-crafted, processing times may vary based on the complexity of the piece. Once the initial payment is made, we aim to complete your order within 3 to 30 business days.
For custom orders, we will send detailed photos at three key stages to ensure you are 100% satisfied:
- Before Casting: Once the design is ready for casting, we will send photos for confirmation.
- After Casting: When the piece is cast but not yet polished, we will send additional photos for your approval.
- After Polishing: Finally, we will send photos of the fully polished and finished piece before shipping.
We proceed to the next step only after receiving your confirmation at each stage.
Payment Options
We offer multiple payment options to make your experience convenient and secure:
- Direct Payments: We accept payments by PayPal, cryptocurrency, bank transfer, and Western Union (customer is responsible for any associated fees) or by cash for customers in Israel.
- Etsy Custom Offer: For customers preferring to purchase through Etsy, we can create a custom offer on Etsy.com. Please note that the price will be increased by 15% to cover Etsy’s fees.
Pricing Policy
Our pricing is flexible and varies depending on the materials used and the complexity of the design. The base prices are:
- $12 per gram for plating
- $20 for natural diamond (Per Stone)
- $30 per gram of silver
- $80 per gram of 10K gold
- $150 Modeling Fee (This fee will be deducted from the final price if you choose to proceed with your piece.)
Please note that the final price will be determined by factors such as the type of material, the size of the piece, and any additional customizations. We will provide you with an accurate estimate before beginning the work.
Customs & Import Fees
Please be aware that the buyer is responsible for any customs, taxes, or import duties that may apply in their country. It is the buyer responsibility to check with your local customs office to determine the percentage or rate of these fees before purchasing.
If the buyer decides not to pay any customs fees or taxes upon arrival of the package, no refunds will be issued for the item or shipping charges.
Promotions and Marketing Consent
By making a purchase or signing up on our website, you agree to receive promotional updates, special offers, and product information via email or phone. You can opt out of these communications at any time by following the unsubscribe link in the promotional email or contacting us directly.
Privacy Policy
At Tchernov Jewelry, we value your privacy and are committed to protecting your personal information. Our privacy policy outlines how we collect, use, and safeguard your data:
- Information We Collect: We collect personal details such as your name, email address, phone number, shipping address, and payment information when you make a purchase or contact us.
- How We Use Your Information: We use your information to process your orders, provide customer support, and send updates on your order status. If you have opted in, we may also send you promotional offers and marketing content.
- Data Security: We take measures to protect your personal data, but please note that no method of online transmission or storage is 100% secure.
- Third-Party Sharing: We do not sell or trade your information. However, we may share your details with third parties when necessary to process your order, such as with shipping companies.
- Your Rights: You can request to access, modify, or delete your personal data at any time. You may also opt out of marketing communications.
By using our website and services, you consent to the terms of this privacy policy.
Guarantee
5-Year Warranty
At Tchernov Jewelry, we stand behind the quality of our handcrafted pieces. Each jewelry item comes with a 5-year warranty, covering issues related to craftsmanship and materials. Our warranty includes:
- Defects in Craftsmanship: Coverage for any defects in the construction or finishing of the piece, such as loose stones (except those that become loose due to accidental damage), faulty clasps, or other craftsmanship-related issues.
- Material Integrity: Coverage for issues with the material, such as breakage or cracking not related to excessive wear or force.
- Plating Durability: For pieces that feature gold or rhodium plating, we cover issues related to peeling or wearing off of the plating under normal wear conditions. Please note that plating is subject to natural wear over time, and care instructions must be followed to maintain the finish.
- Stone Setting: We guarantee that the stones in your jewelry will be securely set. Should any stone become loose or fall out due to a manufacturing defect, we will replace it free of charge.
What’s Not Covered:
- Normal Wear and Tear: Scratches, dents, or discoloration that occurs from daily wear.
- Loss or Theft: Lost or stolen items are not covered under this warranty.
- Damage from Accidents or Improper Care: Damage resulting from exposure to chemicals, physical impact, or improper cleaning methods.
Repair Services:
If an issue covered by our warranty occurs, please contact us with details and photos, and we will repair or replace the item free of charge. For damage not covered by the warranty, we offer affordable repair services to restore your jewelry.
Warranty Claim Process:
To initiate a warranty claim, please provide the original purchase receipt along with images of the defect or damage. We will review your request and get back to you promptly.
Email: support@tchernovjewels.com