Returns & Cancellations

All TiamoGem Co. jewelry pieces are custom-made or made-to-order specifically for each client. Due to the personalized nature of our jewelry, the following cancellation and return policies apply.

Non-Refundable Deposit & Design Process

A 30% non-refundable deposit is required to begin your custom order and CAD/design process.

The initial 30% deposit is non-refundable once paid, including if you decide not to proceed with your order after receiving your CAD/design.

Design adjustments may be made prior to final approval in accordance with our CAD/design revision policy.

If you decide not to proceed with your order before approving the final design and before making the second payment required to begin production, you may cancel your order; however, the initial 30% deposit remains non-refundable.

Design Approval & Production

Once you approve your final CAD/design, a second payment is required before production begins.

Payment of the second installment confirms your authorization for TiamoGem Co. to proceed with the manufacturing of your custom piece.

Once the second payment has been made and production has begun, the order can no longer be cancelled, and all payments made toward the order are non-refundable.

Because each piece is manufactured specifically for the individual client, payments made toward an order are applied toward the design, sourcing, gemstones, precious metals, labour, manufacturing, and other costs associated with fulfilling the custom order.

A change in personal circumstances, including but not limited to a change of mind, relationship status, engagement plans, or wedding plans, does not make an order eligible for cancellation or refund once production has begun.

Completed Custom Orders

Once your custom order has been completed, the remaining balance is due in full before the jewelry can be released, shipped, or picked up.

Completed custom orders cannot be cancelled, refunded, exchanged, or converted into store credit.

Returns After Delivery

Because our jewelry is custom-made or made-to-order specifically for each client, we do not accept returns or exchanges due to a change of mind, personal circumstances, preference, relationship status, or changes to engagement or wedding plans.

If you believe your jewelry has a manufacturing defect or that the completed piece materially differs from the final CAD/design you approved, please contact us promptly after receiving your order. We will review the concern and work with you in accordance with our warranty and manufacturing policies.

Any return specifically authorized by TiamoGem Co. must receive written approval from us before the item is shipped back. Unauthorized returns will not be accepted.