Return, Exchange & Refund Policy (V3)

Returns, Exchanges & Refunds

At Jackson Jewelers, we want your experience to be as smooth and stress-free as possible. Whether you purchased online or in store, we're here to help guide you through the return or exchange process, within your item's eligible return window.

Quick Guide

• New & Pre-Owned Watches - 14-day return window
• New In-Stock Jewelry - 14-day return window
• Made-to-Order, Custom & Special Order Items - Final sale, non-returnable
• Layaway Items - 14-day return/cancel window from the date the layaway is initiated
• Ring Sizing Exchange - 30-day exchange window for in-stock rings

General Return Information

How do I start a return or exchange?

If you purchased online, you can initiate a return or exchange directly through your customer account, log in and navigate to your order history to get started. You can also return an online purchase in-store with your receipt, or contact us via website chat or by texting 503-363-5640.

If you purchased in-store, we use a separate point of sale system, so in-store purchase returns can't be processed through the online customer account portal. Please visit us in store, or contact us to start the process, we'll use website chat to assist or by texting 503-363-5640.

Please contact us before sending any item back, returns sent without prior authorization may not be accepted. Once your return is authorized, you'll receive confirmation and further instructions, including your prepaid shipping label if returning by mail.

How do I contact you with return or exchange questions?

Text us at 503-363-5640, this is by far the fastest way to reach us. You can also chat with us using the chat icon in the bottom right corner of any page, or visit us at 225 Liberty St NE, Downtown Salem, Wednesday through Saturday.

When does the return window start for online purchases?

For online purchases, the return window begins on the confirmed delivery date as recorded by our designated shipping carrier. We're not responsible for delays in return eligibility claims resulting from unconfirmed or disputed delivery dates.

When does the return window start for in-store purchases?

For in-store purchases, the return window begins on your purchase date, since you receive your item at the time of sale.

Can I cancel a layaway?

For layaway items, the 14-day return/cancel window begins on the day the layaway is initiated, not the day the item is picked up.

What condition do items need to be in for a return?

Please return all items in the same condition as verified and photographed at the time of sale, showing no additional wear, damage, alteration, or signs of use beyond what was noted at purchase, with all accessories included, to the original point of sale.

How long does it take to process a refund?

Approved refunds are typically processed within 10 business days after the returned item has been inspected and approved by Jackson Jewelers management. All refunds are subject to final management review and approval. Once your return is received and inspected, we'll notify you by email confirming receipt of your item and whether your refund has been approved or declined.

How will I be refunded?

Credit card purchases are refunded to the original card used for purchase. Refunds will not be issued to a different card or payment method under any circumstances.

Cash payments are refunded up to $200 in cash. Any remaining balance is refunded by company check. A valid receipt or proof of purchase is required for all cash refunds.

What happens if I file a chargeback while my return is pending?

If a customer initiates a credit card chargeback or payment dispute while a return or refund is pending or under review, we reserve the right to suspend the return process until the dispute is resolved. Initiating a chargeback does not guarantee a refund and may result in the return being denied. We'll cooperate fully with the card issuer and provide all relevant documentation in the event of a dispute.

Can I get my trade-in item back?

No. Once you trade in an item, such as gold or a watch, toward a new purchase, it's final and non-returnable under any circumstances. Trade-in values are agreed upon, documented, and final at the time of transaction and are not subject to reassessment. Once the transaction is completed, the original traded-in item cannot be guaranteed for return or recovery.

What happens to my trade-in value if my purchase is refunded?

If a refund is approved for a purchase involving a trade-in, the trade-in value will be issued as store credit only.

Is there a restocking fee?

If an item doesn't fully meet our return requirements, we may at our discretion accept the return subject to a restocking fee of 5-15%, based on the condition of the item, its packaging, and any missing accessories. Otherwise, the return may be declined.

Do I need ID to make a return?

Yes. For all in-store returns and exchanges, a valid government-issued photo ID matching the name on the original purchase is required. We reserve the right to decline a return if identification can't be verified.

Can I return part of an order more than once?

No. All returns are limited to one transaction per item.

What is comparative purchasing, and is it allowed?

Comparative purchasing is the practice of purchasing multiple items with the intent of keeping one and returning the rest. To maintain the quality of our pieces and keep our prices competitive, comparative purchasing is not permitted. Purchasing two or more of the same or similar items within the same transaction, or within a short period of time, may be flagged as comparative purchasing and is subject to review. If we suspect an order involves comparative purchasing, we reserve the right to cancel, hold, or decline the return, and will contact the customer directly if needed.

Do you provide a return shipping label?

Yes. We provide complimentary, insured expedited shipping for returns or exchanges of jewelry and watches. Once your return or exchange has been approved, we'll email you a prepaid shipping label and detailed instructions. Please make sure we have your current email address on file so we can send your return label promptly.

Prepaid return shipping labels are valid for 14 days from the date issued. Items must be dropped off with our designated carrier within this window, expired labels will require a new return request.

We're not responsible for items returned without an authorized prepaid label. Items sent back using unauthorized shipping methods aren't covered by our insurance and are returned at the customer's sole risk.

How do I package my return?

• Use two new, sturdy boxes, double boxing is required for insurance purposes.
• Place your item and any accessories, including tags, warranty cards, and promotional gifts received with your purchase, in the original box.
• Place the original box into the larger outer box.
• Seal the box securely and mark out any old addresses or barcodes.
• Affix the shipping label to the outer box.
• Avoid indicating that the package contains valuable items.

Before sealing, we strongly recommend photographing the item and all included accessories and packaging, this protects both you and Jackson Jewelers in the event of a shipping or condition dispute.

Where do I drop off my return?

Drop your package off at an official, staffed location of our designated shipping carrier, such as FedEx, UPS, USPS, or other approved carrier. Unstaffed drop boxes and unauthorized third-party locations will void the insurance coverage. Contact us for help finding an authorized location if needed.

Obtain a receipt as proof of shipment, this is required for insurance purposes. We and our designated carrier are not responsible for packages left in drop boxes or non-staffed carrier locations.

What if my item is damaged during return shipping?

We're not responsible for items damaged during return transit. Items must be packaged according to our provided instructions to maintain full insurance coverage. Any damage occurring during return shipment will be evaluated against the carrier insurance claim and may result in a partial or denied refund.

When is my return considered received?

A return is not considered received until the package has been opened and its contents verified by Jackson Jewelers staff. Delivery confirmation alone does not constitute receipt or acceptance of a return.

Is my return fully insured?

Full insurance is guaranteed only when using our provided shipping label and following all packaging instructions, including double boxing. This return shipping policy applies to purchases made both in-store and online.

Watch Returns

What is the return window for watches?

New and pre-owned watches both have a 14-day return window, counted from the confirmed delivery date for online purchases, or the purchase date for in-store purchases.

What watches are eligible for return?

• New and in-stock watches, returned in the same condition as at the time of purchase, within the 14-day window.
• Pre-owned in-stock watches, returned in the same condition as at the time of purchase, within the 14-day window.
• Layaway watches, canceled within 14 days of the date the layaway was initiated.

What watches are NOT eligible for return?

• Watches that have been personalized or engraved, either by Jackson Jewelers or another jeweler, these are final sale and non-returnable.
• Items returned with additional wear, damage, or alteration beyond what was documented at the time of sale. A restocking fee of 5-15% may apply, or the return may be rejected.
• Any item purchased from our Final Sale collection, ineligible for return regardless of purchase date.

Do watches need original tags and packaging to be returned?

Yes. All watches must be returned with all original tags attached and all protective stickers in place. Watches missing tags or with removed protective stickers may be subject to a restocking fee or may not be eligible for return.

Pre-Owned Watch Returns

Every watch we sell is carefully documented for condition, components, and authenticity before it leaves our store. To protect both our customers and our business, pre-owned watch returns are subject to additional requirements beyond our standard watch return rules.

What documentation do you keep on pre-owned watches?

All pre-owned watches are photographed in high resolution prior to sale, including the dial, case, case back, bracelet, links, clasp, and all included accessories and packaging. Upon return, the item is carefully inspected and compared against our pre-sale documentation.

What condition must a pre-owned watch be in to be accepted for return?

• The watch must be returned with the exact number of links present at the time of purchase.
• The dial, hands, crown, bezel, and all external components must be original and unaltered.
• The case back must show no signs of having been opened after purchase.
• All internal components are subject to inspection, any evidence of parts removal, swapping, or tampering will result in the return being denied.
• The watch must be accompanied by all original packaging provided at the time of sale, including but not limited to the outer box, inner box, rondel, anchor straps, warranty card, booklets, cleaning cloth if provided, and any additional accessories.
• All original tags must be attached and all protective stickers must remain in place as provided at the time of sale.

Substituted, damaged, or missing packaging components will result in a partial or fully denied return.

Can you refuse a watch return?

Yes. We reserve the right to refuse any return where the watch, its components, or its packaging don't match our pre-sale documentation. Any evidence of tampering, packaging substitution, counterfeit substitution, or mismatched serial numbers or hallmarks will result in the return being denied, reported to the appropriate authorities, and pursued to the fullest extent of the law.

Jewelry Returns

What is the return window for jewelry?

Our standard return or exchange window for jewelry is 14 days for new and in-stock items in original, unworn condition.

What jewelry products are eligible for return?

• Standard new and in-stock items that have not been altered or changed from their original state, returned within our 14-day return window.
• Layaway items canceled within 14 days of the date the layaway was initiated.

What jewelry items are NOT eligible for return?

• Made-to-order and custom design items, including special orders, personalized pieces, custom designs, name necklaces, mother's rings, and similar pieces, are final sale and non-returnable. This includes any ring ordered in a size other than the in-stock version.
• Select estate or one-of-a-kind pieces may be considered for return at the sole discretion of Jackson Jewelers management. Eligibility is determined on a case-by-case basis and is not guaranteed.
• In-stock rings that have been resized or modified by Jackson Jewelers or another jeweler. If you're unsure of the correct size, we recommend gifting the in-stock version and exchanging for the correct size afterward.
• Items that have been previously exchanged.
• Any item that has received engraving, whether inside the ring shank or on the exterior of any in-stock piece.
• Layaway items held beyond the 14-day initiation window.
• Any item purchased from our Final Sale collection, ineligible for return regardless of purchase date.

Can I exchange an in-stock ring if the size isn't right?

Yes. If an in-stock ring doesn't fit, we're happy to help exchange it for the same style in the correct size within 30 days of purchase. If the correct size differs in price, the difference will be charged or refunded accordingly. Once exchanged, the item becomes final sale and is not eligible for further return or exchange. This exception applies to in-stock rings only, custom, special order, resized, engraved, or previously exchanged rings do not qualify.

Final Notes

Jackson Jewelers reserves the right to approve or deny any return based on item condition and eligibility. We further reserve the right to decline future purchases or returns from customers who demonstrate a pattern of excessive or suspicious return activity, and to pursue any fraudulent activity to the fullest extent of the law. This policy exists to protect the integrity of our inventory and the experience of all our customers.