Refund policy

Our 30-Day Return & Exchange Policy

At Octa Pearl, we want you to cherish your fine jewelry forever. If you are not completely delighted with your purchase, we gladly offer returns or exchanges within 30 days of the date your order was delivered.

Please note: Return requests submitted after this 30-day window cannot be honored.

Return Eligibility & Condition

To qualify for a full refund or exchange, items must meet the following criteria:

  • Unworn & Pristine Condition: The jewelry must be in its original, undamaged condition with no signs of wear, scratches, or third-party alterations/resizing.
  • Original Packaging: Items must be returned in the original Octa Pearl presentation box, along with any complimentary pouches or accessories.
  • Original Documentation & IGI Certificates: All original paperwork, certificates, and diamond grading reports must be included. Important: Because each lab-grown diamond certificate is an independent official document, a $150 replacement fee will be deducted from your refund if the original IGI certificate is missing or damaged.

Personalized & Engraved Items

We believe every piece should feel personal. Unlike many other jewelers who mark all customized pieces as final sale, we gladly accept returns and exchanges on rings and jewelry with our complimentary laser engraving, provided the piece is in unworn original condition and meets our standard inspection guidelines.

Non-Refundable Items & Bespoke Commissions

  • Bespoke / Custom CAD Commissions: One-of-a-kind jewelry created from scratch based on custom sketches or private design requests are strictly final sale and non-refundable, except in the rare event of a verified manufacturing defect.
  • Shipping Fees: Original expedited shipping fees (if applicable) are non-refundable.

Order Cancellations & Modifications (24-Hour Window)

Every Octa Pearl piece is handcrafted with precision. Because production begins promptly, we can accommodate order cancellations or size/metal revisions within 24 hours of order placement.

After 24 hours, raw precious metals and certified stones have been allocated to our master jewelers, and the order cannot be cancelled. Orders that have already been dispatched cannot be cancelled or modified.

How to Initiate a Return

  1. Contact Customer Care: Email us at info@octapearl.com or call/message us on WhatsApp at +1 (551) 342-2092 with your Order Number and details.
  2. Receive Return Authorization: Our team will confirm your eligibility and provide secure return shipping instructions.
  3. Package & Ship Securely: Carefully pack your jewelry with all original boxes and certificates. You may use your preferred carrier (FedEx, UPS, or USPS). We strongly recommend using an insured and tracked shipping method with signature required, as Octa Pearl cannot be held responsible for lost, stolen, or damaged return packages during transit.

Inspection & Refund Processing Timeline

  • Intake & Quality Inspection: Within 2 to 3 business days of arrival at our New York facility, our quality assurance team will carefully examine the stone and setting. You will receive an email confirmation once inspection is complete.
  • Refund Approval: Approved refunds are issued to your original method of payment within 5 to 7 business days of QA completion.

Payment Provider Posting Timelines

Once we process your refund, your financial institution will post the funds according to their standard processing schedule:

  • Credit / Debit Cards (Visa, MasterCard, Amex, Discover): Typically takes 5 to 10 business days to reflect on your card statement.
  • Shop Pay & Shop Pay Installments: 3 to 10 business days. Any upcoming scheduled installments are automatically cancelled, and previously billed installments are credited back.
  • Apple Pay / Google Pay: 3 to 7 business days back to the linked funding card.
  • PayPal: 3 to 5 business days back to your PayPal balance or original payment source.

Damaged or Defective Items

If your package arrives visibly damaged, please refuse the delivery or notify us immediately within 48 hours at info@octapearl.com or +1 (551) 342-2092. We will arrange an immediate insured replacement.

Contact Our Jewelry Consultants

If you have any questions regarding sizing, exchanges, or returns, our diamond specialists are here to assist you:

Octa Pearl
580 5th Ave, Suite 2300
New York, NY 10036, United States
Email: info@octapearl.com
Phone / WhatsApp: +1 (551) 342-2092