Returns & Refunds Policy

Return Eligibility

To be eligible for return, an item must be:

• Unused
• Unworn
• Undamaged
• In its original condition
• Returned with its original packaging

Items showing signs of wear, damage, alteration, or use may not be eligible for return.

Custom-Sized Pieces

Custom-sized pieces are made to order based on the measurement or request you provide.

For this reason, custom-sized pieces cannot be returned unless there is a quality issue, damage, or an error on our part.

Do You Offer Exchanges?

Held Stone does not currently offer standard direct exchanges.

If your item is eligible for return, it may be returned for a refund after review. You may then place a new order for another piece, size, or design.

What If My Item Arrives Damaged, Defective, or Incorrect?

Please contact us within 7 days of delivery.

Include:

• Your order number
• Clear photos of the item
• Clear photos of the packaging
• A short explanation of the issue

After review, we will arrange an appropriate solution. Depending on the situation, this may include a replacement or a full refund.

Who Pays Return Shipping?

For an eligible return that is not related to damage, defect, or an incorrect item, return shipping is paid by the customer.

If an item arrived damaged, defective, or incorrect, we will review the issue and provide the appropriate return or replacement instructions.

Returns From Supported U.S. Destinations

Customers at supported U.S. destinations may request a return under the eligibility rules on this page. Return arrangements can vary by location and carrier service, so please contact us before sending anything back. For eligible returns not related to damage, defect, or an incorrect item, return shipping is paid by the customer.

Please Contact Us Before Returning an Item

Do not send an item back before contacting us.

Return instructions and the return address are provided after your request has been reviewed. This helps us confirm that the item is eligible and that the return is connected to the correct order.

For your protection, we recommend using a trackable return service.

We cannot complete a refund until the returned item has been received and inspected.

When Will I Receive My Refund?

Approved refunds are returned to the original payment method.

Held Stone normally processes approved refunds within 3 business days after we receive and inspect the returned item.

Your bank, card provider, PayPal, or other payment provider may need additional time to complete the refund on their side.

Natural and Handmade Variation

Natural stone and handmade work are not factory-identical.

Small differences in color, veining, translucency, inclusions, texture, shape, knot placement, cord tension, and arrangement are normal. These details are part of the natural material and handmade process.

The piece you receive will match the overall design and color direction shown in the product photos, but it may not be identical in every small detail.

Natural or handmade variation alone is not considered a defect.

Need Help With a Return?

Please contact us with your order number, the email address used at checkout, and a short explanation of your request.

If your item arrived damaged, defective, or incorrect, please include clear photos of the item and packaging.

Email: zhaohand8862@gmail.com

WhatsApp: +86 1500 292 8862