Return/Refund
At ORBION, every piece is handcrafted to order with careful attention to detail. Due to the custom nature of most of our jewelry, returns and cancellations follow the guidelines below.
Order Cancellations
- Orders may be canceled within 24 hours of purchase for a full refund.
- After 24 hours, production preparations begin, and the order becomes non-cancellable.
- Custom Orders are strictly non-cancellable, regardless of timeframe. This includes:
- Eternity rings (considered custom due to precise stone layout)
- Layaway orders (all layaway orders are treated as custom)
- In rare, exceptional situations where cancellation is still required, a partial refund or store credit may be considered depending on the stage of production.
- To request a cancellation, please contact sales@orbionjewels.com immediately.
- ORBION may cancel an order in rare cases of unforeseen production or logistical issues, in which case a full refund will be issued.
Returns & Exchanges
- As a global handcrafted jewelry brand, returns and exchanges are not possible.
- Customers must ensure all order details—especially ring size, personalization, metal, diamond specs, and custom requests—are correct before confirming their order.
Ring Size Accuracy
We take ring sizing extremely seriously:
- Sizes are verified multiple times during production
- Final measurements are checked again after completion
- Because of this process, the possibility of a sizing error from our end is very rare
If a sizing mistake occurs due to customer error, it is not eligible for return or refund.
Incorrect or Defective Items
If an item arrives defective or incorrect:
- Contact us within 30 days of delivery at sales@orbionjewels.com
- Photos or videos may be requested for verification
- Once approved, the item will be repaired, replaced, or refunded at ORBION’s discretion
Non-Returnable Situations
The following do not qualify for returns or refunds:
- Incorrect ring size or details provided by the customer
- Normal wear and tear
- Damage from mishandling, accidents, or chemical exposure
- Unauthorized modifications or repairs
- Delivery issues resulting from incorrect or incomplete addresses
- Any Custom Orders or Layaway Orders
Refund Processing
- Approved refunds are returned to the original payment method
- Store credits (if issued) are provided as a digital credit code
- Refund processing timelines may vary based on your bank or payment provider