Refund Policy

At Kendra Scott Official, we want you to love your jewelry, personalized gifts, and watches as much as we do. If you’re not completely satisfied with your purchase, we’ve designed a transparent, fair refund process to ensure your peace of mind. This policy outlines our guidelines for eligibility, how to request a refund, and what to expect—so you can shop with confidence.

1. Refund Eligibility & Conditions

To qualify for a refund, your item(s) and request must meet the following criteria:

1.1 Eligible Items

  • Regular-priced jewelry & watches: Unworn, unused, and undamaged items in their original packaging (with all tags, dust bags, or accessories included) received within 30 days of delivery.
  • Orders canceled within 24 hours: Full refunds are available if you cancel your order within 24 hours of submission—provided the order has not yet been processed or shipped. If processing has started (e.g., personalized items in production), cancellation may not be possible.

1.2 Restricted or Non-Eligible Items

Certain items are not eligible for refunds (unless defective or damaged due to our error) to protect their uniqueness and quality:

  • Personalized/custom items: Engraved pendants, monogrammed watches, or made-to-order designs (we cannot resell custom pieces, so refunds are only offered if the item arrives with a manufacturing defect or incorrect personalization).
  • Final Sale/Clearance items: Products marked “Non-Returnable” or “Final Sale” on the product page.
  • Used/worn items: Jewelry or watches that show signs of wear, alteration, or damage (e.g., scratches, missing stones, bent bands) not caused by manufacturing.
  • Items without original packaging: Products returned without their original tags, dust bags, or boxes (unless damaged during shipping).

2. How to Request a Refund

Follow these steps to start your refund process—please note a Return Authorization (RA) Number is required for all returns:

  1. Contact Our Team First:
    Email us at [email protected] with:
    • Your full order number (found in your order confirmation email).
    • The name of the item(s) you want to return.
    • A brief reason for the refund (e.g., “size mismatch,” “defective clasp”).
    • Photos of the item (and packaging, if damaged) to help us resolve issues faster.
      We’ll respond within 1–2 business days with your unique RA Number and detailed return instructions.
  2. Prepare Your Return Package:
    • Place the eligible item(s) in their original packaging (or a secure box to prevent damage).
    • Include a note with your RA Number, order number, and full name inside the package.
    • Do not include non-returnable items (e.g., free gifts) unless you’re returning the entire order.
  3. Ship the Item Back:
    Send your package to our Boston office using a trackable shipping method (we recommend keeping the tracking number for your records):
    Kendra Scott Official – Returns
    418 Elm Street
    Boston, Massachusetts 02108
    United States
    You are responsible for return shipping costs unless the refund is due to a defective item, incorrect shipment, or our error (e.g., wrong product sent). In these cases, we’ll reimburse your shipping fees upon receipt of proof of postage.

3. Refund Processing & Timing

Once we receive and inspect your returned item(s), we’ll process your refund as quickly as possible:

  • Inspection Period: We review returned items within 3–5 business days of delivery to our office. We’ll confirm if the item meets eligibility criteria (e.g., unused, original packaging).
  • Refund Initiation: If approved, we’ll issue the refund within 1–2 business days. Refunds are sent to the original payment method used for the order (e.g., credit card, digital wallet).
  • To-Your-Account Timing: Most banks or payment providers take 1–7 business days to process the refund and credit it to your account. This timeline varies by institution—if you don’t see the refund after 7 days, contact your bank for updates.
  • Refund Amount: You’ll receive a full refund of the item’s purchase price. Original shipping fees are non-refundable unless the return is due to our error (e.g., defective product, wrong item).

4. Special Cases: Defective, Damaged, or Incorrect Items

If you receive an item that is:

  • Defective (e.g., broken clasp, missing stone, faulty watch movement),
  • Damaged during shipping (e.g., crushed packaging, bent band), or
  • Incorrect (e.g., wrong style, size, or personalized engraving),

please contact us within 7 days of delivery with photos of the item and packaging. We’ll:

  1. Cover all return shipping costs,
  2. Verify the issue, and
  3. Offer a choice of:
    • A full refund (including original shipping fees),
    • A free replacement (if the item is in stock), or
    • Store credit (if preferred).

5. Non-Refundable Situations

We cannot process refunds for:

  • Items returned without a valid RA Number.
  • Items received after the 30-day return window.
  • Items damaged due to improper use, care, or accidental damage (e.g., dropping a necklace, exposing jewelry to chemicals).
  • Custom/personalized items without manufacturing defects or errors.
  • Final Sale/Clearance items (even if unused).

6. Need Help with Your Refund?

If you have questions about your refund status, need to update your return information, or have other concerns, contact our customer service team:
Email: [email protected]
Please include your order number and RA Number (if applicable) in your message—this helps us resolve your inquiry faster.

At Kendra Scott Official, we stand behind the quality of our pieces. Our refund policy is designed to be fair and straightforward, so you can shop with the same trust you place in our jewelry.