Refund policy

Westmount Jewellers – Refund, Return & Exchange Policy (Shopify)

Effective Date: 9/11/2025

1. Overview

At Westmount Jewellers, we take pride in the quality and care of every piece of jewellery we sell. While we do not legally have to accept returns unless a product is defective, we offer fair and clear policies to ensure your satisfaction.


2. Defective or Manufacturer's Warranty Items

  • If a product is found to be defective and covered under the manufacturer’s warranty (for instance, a diamond lost due to manufacturing fault within two years), we will repair or replace it free of charge in accordance with our Our Guarantee policy.
  • Please contact us promptly for assessment and assistance.

3. Standard Return & Exchange Policy (Online Purchases)

Customers may request a return or exchange under these terms:
  • Timeframe: Within 14 days of delivery (similar to Prestige Jewellers’ online policy).
  • Condition: Items must be unworn, unaltered, in original packaging, and include all certificates and documentation.
  • Shipping: The customer is responsible for return shipping and insurance costs.
  • Processing Time: Refunds may take up to 7 business days after receipt and inspection.
  • Refund Method: Issued via the original payment method or exchanged, subject to inspection approval.


4. In-Store Purchases (Returns & Exchanges)
  • Timeframe: Returns or exchanges accepted up to 30 days from purchase date in-store 
  • Condition: The item must be unworn and unaltered, with original packaging and documentation.
  • Resolution: Choose between a full refund (where applicable) or exchange. Depending on eligibility, other stores offer either in-store credit or refunds; Westmount will aim to provide the most customer-friendly solution.
  • Final Sale Exceptions: Special orders, custom-made pieces, engraved, altered, or resized items are final sale and cannot be returned or exchanged.


5. Non-Returnable / Final Sale Items

The following items are final sale and not eligible for return, credit, or exchange:
  • Custom-made or bespoke jewellery
  • Personalised, engraved, resized, or altered items
  • Special order or out-of-stock items
  • Items showing signs of wear or damage (unless proven manufacturing defect)
  • Westmount Jewellers is not liable for replacing diamonds on a vintage piece, but would allow a return or exchange if it doesn't meet your satisfaction.

6. Refunds & Credits
  • Refunds: For approved returns, refunds will be processed to the original payment method within 7 business days of inspection
  • Store Credits: Alternatively, customers may opt for store credit or exchange, especially for in-store returns.

7. Online Return Process
  1. Contact Westmount Jewellers customer service via our website or email with your order number and reason for return.
  2. We will provide return instructions and a pre-approved return shipping method (if applicable).
  3. Ship the item securely in its original packaging, insured and trackable.
  4. After inspection, we will notify you of approval and process the refund or exchange accordingly.

8. Exchanges

Exchanges are accepted for eligible items—subject to availability and condition. The original item must meet the return conditions, and exchanges must be requested within the respective timeframes (14 days online, 30 days in-store).

9. Special Circumstances & Support
  • If an item arrives damaged or becomes defective shortly after purchase (and is within warranty), contact us immediately for support under our “Guarantee” terms.
  • For unique or time-sensitive events, special allowances may be made at our discretion.

10. Policy Updates
  • This policy may be revised from time to time. Please refer to the date at the top for the most current version.