Refund policy

Last Updated: June 5, 2026

Overview

At Saphir, we stand behind every piece we create. Our jewelry is crafted with care, and we want you to feel completely confident in your purchase. This policy outlines your options if something isn't right with your order. Please read it carefully before reaching out — it covers returns, our Lifetime Guarantee on stainless steel pieces, and our refund position.

Returns — Defective or Imperfect Items Only

We accept returns exclusively on items that arrive with a visible manufacturing defect, damage, or imperfection. All sales on items that arrive in correct, undamaged condition are final — we do not accept returns for change of mind, sizing preferences, or buyer's remorse.

To qualify for a return, all of the following must apply:

  • The item has a visible defect, damage, or imperfection that was present at the time of delivery.
  • You contact us within 14 days of the confirmed delivery date.
  • You provide your order number, a written description of the issue, and clear photographs of the defect.
  • You have not received prior return authorization from us (unauthorized returns will be refused and returned to sender).
  • The item is returned in its original packaging with all included materials.

We reserve the right to evaluate all return requests on a case-by-case basis and to decline requests that do not meet the above criteria.

Lifetime Guarantee — Stainless Steel Pieces

All Saphir stainless steel pieces are backed by a Lifetime Guarantee against manufacturing defects in materials and craftsmanship. If your stainless steel item ever develops a defect covered under this guarantee, you may send it back at any time — no time limit.

How the Lifetime Guarantee works:

  • Contact us at support@shopsaphir.co to initiate a claim before sending anything back.
  • Upon receipt and inspection of the returned item, we will evaluate the nature and extent of the defect.
  • We will issue a partial refund at our sole discretion, determined based on the item's age, condition, and the nature of the defect. The refund amount will be communicated to you before processing.
  • This guarantee covers manufacturing defects only. It does not apply to normal wear and tear, scratches from regular use, accidental damage, loss, or modifications made by a third party.

The Lifetime Guarantee is non-transferable and applies only to the original purchaser.

Refunds

Saphir does not issue monetary refunds except in the limited circumstances below. We do not offer refunds for:

  • Change of mind or buyer's remorse
  • Items that arrive in correct, undamaged condition
  • Delays caused by shipping carriers
  • Customer error (e.g., incorrect address provided at checkout)

Partial refunds may be issued at our sole discretion in the following cases:

  • Stainless steel pieces returned and approved under the Lifetime Guarantee (amount determined upon inspection)
  • Orders confirmed lost in transit that cannot be resolved through a carrier claim, after all reasonable steps have been exhausted

All refunds, where applicable, will be credited to the original payment method used at checkout. Please allow 5–10 business days for the credit to appear depending on your bank or card issuer.

How to Initiate a Return

Do not ship any item back to us without first receiving written authorization. Unauthorized returns will not be accepted and will be returned to sender at your expense.

To request a return authorization:

  1. Email us at support@shopsaphir.co with the subject line: "Return Request — Order #[Your Order Number]"
  2. Include your full name, order number, a description of the issue, and clear photos of the defect or damage.
  3. Our team will review your request and respond within 2 business days with a decision and, if approved, detailed return instructions.

Once approved, ship your item to:

Saphir — Returns Department
1602 Shadybrook Dr
Houston, TX 77094
United States

Return shipping costs are the responsibility of the customer, except where the return is the direct result of our error (e.g., wrong item sent, item arrived broken due to our packaging). We recommend using a trackable shipping method — Saphir is not responsible for returns lost in transit.

Damages Upon Arrival

If your order arrives visibly damaged, take the following steps immediately:

  1. Photograph both the damaged item and the outer packaging before removing any contents.
  2. Email us at support@shopsaphir.co within 48 hours of confirmed delivery.
  3. Include your order number and all photos in your email.

Reports submitted after 48 hours of delivery may not be eligible for resolution. Acting promptly ensures we can file a carrier claim on your behalf if needed.

Exchanges

We do not offer direct exchanges. If you receive a defective item and would prefer a replacement style, initiate a return per the process above and place a new order for the desired item separately. The two transactions will be handled independently.

Questions

If you have any questions about this policy or need help with a return, please contact us before taking any action:

Email: support@shopsaphir.co
Phone: +1 (281) 832-8848
Hours: Monday–Friday, 9AM–5PM CT
Response time: Within 2 business days