Return, Exchange & Refund Policy (V2)

Jewelry & Watch Return, Exchange & Refund Policy In-Store & Online

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 window from date of initiation
  • Gift Purchases Exception - 30-day exchange window for rings, jewelry, and watches

At Jackson Jewelers, your satisfaction is our highest priority. If for any reason your purchase does not meet expectations, our team is here to assist with a return or exchange within your item's eligible return window. We are committed to providing a seamless and thoughtful experience every step of the way.

In-Store Purchases — Items purchased in-store may be returned or exchanged in person at Jackson Jewelers or by contacting us via website chat to initiate a return or exchange. (We use a different point of sale for all in-store purchases and cannot process in-store purchase returns through the online customer account portal.)

Online Purchases — Items purchased online may be returned or exchanged in-store with receipt, through your customer account portal via our website (top right), or by contacting Jackson Jewelers via website chat to initiate a return or exchange.

Returns & Exchanges — Watches

Please note that the return and exchange policy period begins once you receive your purchased item, as confirmed by our designated shipping carrier. For online purchases, the return window begins on the confirmed delivery date as recorded by our designated shipping carrier. Jackson Jewelers is not responsible for delays in return eligibility claims resulting from unconfirmed or disputed delivery dates. Layaway items have a 14-day return window beginning on the day the layaway is initiated.

For any undamaged product we offer an exchange or full refund based on the original payment method. 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, to the original point of sale. 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.

What Watch Products Are Eligible for Return?

  • New and in-stock watches returned in the same condition as at the time of purchase, within the 14-day return window.
  • Pre-owned watches returned in the same condition as at the time of purchase, within the 14-day return window.
  • Layaway items canceled within 14 days of the date the layaway was initiated.
  • Gift Purchases — See our Gift Purchase Exceptions section for full details.

Items Not Eligible for Return

  • Personalized or engraved watches — these are final sale and non-returnable.
  • Items returned with additional wear, damage, or alteration beyond what was documented at the time of sale. In such cases a restocking fee of 5–15% may apply or the return may be rejected.
  • Any item purchased from our Final Sale collection, which is ineligible for return regardless of the date of purchase.

Pre-Owned & Luxury Watch Returns — Additional Requirements

Jackson Jewelers specializes in pre-owned luxury timepieces and takes great care in documenting the condition, components, and authenticity of every watch we sell. To protect both our customers and our business, all pre-owned and luxury watch returns are subject to the following requirements.

Documentation & Verification — All pre-owned and luxury 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 will be carefully inspected and compared against our pre-sale documentation.

Required Return Condition

  • 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.

Right to Refuse — Jackson Jewelers reserves the right to refuse any return where the watch, its components, or its packaging do not 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.

Returns & Exchanges — Jewelry

Our standard return or exchange window for jewelry is 14 days for new and in-stock items in original, unworn condition. Please review the details below for full eligibility, as certain items including custom, made-to-order, and altered pieces are not eligible for return. If you have any questions, please contact Jackson Jewelers for assistance.

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 left at Jackson Jewelers that are canceled within 14 days of the date the layaway was initiated. The 14-day window begins on the same day the item was placed on layaway.
  • Gift Purchases — Ring sizing exchanges and gift returns may be eligible. See our Gift Purchase Exceptions section below for full details.

Items 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 are 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, which is ineligible for return regardless of the date of purchase.

Return & Exchange Exception — Gift Purchases

To qualify for the Gift Purchase Exception, proof of the original purchase date is required. The item must be in original unworn condition with all original packaging. The return or exchange must be initiated by the original purchaser or accompanied by a gift receipt issued at the time of sale. Jackson Jewelers reserves the right to request verification that the item was purchased as a gift and may decline the exception if the original purchaser cannot be identified or if proof of gifting cannot be confirmed.

Ring Sizing Exchange: If an in-stock ring was purchased as a gift and the size isn't quite right, we're happy to help exchange it for the correct fit within 30 days of purchase. 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.

Jewelry & Watch Gift Purchases: We understand that gifts aren't always given immediately. For in-stock jewelry and watch purchases made as gifts, we are happy to extend our standard return or exchange window to 30 days from the date of purchase. Items must be accompanied by all original packaging and documentation. This exception does not apply to custom, personalized, engraved, or final sale items.

Refund Processing

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 will notify you by email confirming receipt of your item and whether your refund has been approved or declined. If approved, your refund will be processed and credited to your original payment method.

Chargebacks & Payment Disputes — If a customer initiates a credit card chargeback or payment dispute while a return or refund is pending or under review, Jackson Jewelers reserves 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. Jackson Jewelers will cooperate fully with the card issuer and provide all relevant documentation in the event of a dispute.

Trade-In Transactions

  • Trade-in items are 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 a transaction is completed, the original traded-in item cannot be guaranteed for return or recovery.
  • If a refund is approved for a purchase involving a trade-in, the trade-in value will be issued as store credit only.

Credit Card Purchases — Refunds will be issued to the original card used for purchase. Refunds will not be issued to a different card or payment method under any circumstances.

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

All Returns — Items must be returned in the same condition as at the time of purchase, with no additional wear, damage, alteration, or signs of use beyond what was documented at the time of sale. Jackson Jewelers reserves the right to refuse a refund if an item shows signs of wear, damage, or alteration. If an item does not 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. All returns are limited to one transaction per item. For all in-store returns and exchanges, a valid government-issued photo ID matching the name on the original purchase is required. Jackson Jewelers reserves the right to decline a return if identification cannot be verified.

Comparative Purchasing — Comparative purchasing is the practice of purchasing multiple items with the intent of keeping one and returning the remainder. 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.

Returns & Exchanges Process

To initiate a return or exchange, please contact Jackson Jewelers before sending any item back. Returns sent without prior authorization may not be accepted. To request return authorization, please reach out to our team via website chat, by phone, or through your online customer account portal. Once your return has been authorized, you will receive confirmation and further instructions including your prepaid shipping label if returning by mail.

Once the returned item is received and verified, your refund will be processed. Please include a copy of the original sales receipt or any sales number related to your item.

Free, Insured Return Shipping — Jackson Jewelers provides complimentary, insured expedited shipping for returns or exchanges of jewelry and watches. Once your return or exchange has been approved, we will email you a prepaid shipping label and detailed instructions. Please follow these instructions carefully to ensure your item is fully insured for its purchase or stated value. Please ensure 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.

Jackson Jewelers is not responsible for items returned without an authorized prepaid label. Items sent back using unauthorized shipping methods are not covered by Jackson Jewelers insurance and are returned at the customer's sole risk.

Print Your Shipping Label — Ensure you have the prepaid label provided by Jackson Jewelers before packaging your item.

Packaging Your Jewelry or Watch

  • 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.

Dropping Off Your Package — Drop off your package at an official, staffed location of our designated shipping carrier. Unstaffed drop boxes and unauthorized third-party locations will void the insurance coverage. Contact us for help finding an authorized location if needed.

Returning Your Package

  • Locate the nearest staffed location of our designated shipping carrier.
  • Obtain a receipt as proof of shipment — this is required for insurance purposes.
  • Jackson Jewelers and our designated carrier are not responsible for packages left in drop boxes or non-staffed carrier locations.
  • Jackson Jewelers is 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.
  • Please note that 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.

Important — 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 at www.jacksonjewelers.com. If you have any questions or need assistance, please contact our team.

Final Note — Jackson Jewelers reserves the right to approve or deny any return based on item condition and eligibility. Jackson Jewelers further reserves 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.