Refund policy

At MODUS, we take pride in our artisanal craftsmanship. Due to the personalized nature of our business:

  • Custom & Bespoke Orders: All custom-designed pieces, including specially sourced lab-grown diamonds and engraved items, are Final Sale and cannot be returned or exchanged.

  • Ready-to-Ship Collection: We offer a 7-day return window for non-custom items. Pieces must be in original, unworn condition with all security tags and lab certificates intact.

  • Cancellations: Orders for bespoke pieces can only be cancelled within 24 hours of purchase.

  • Restocking Fee: A 10% restocking fee applies to all eligible returns to cover shipping and insurance costs."



To start a return, you can contact us at info@modusgems.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@modusgems.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return. Due to the high value of our items, each piece must undergo a laboratory inspection to verify the authenticity and condition of the stones.

  • Loose Stones: Must be returned with the original GIA/Lab certificate. A $300 fee will be deducted if the certificate is missing.

  • Approval: We will let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since approval, please contact us at info@modusgems.com