Custom Jewelry Satisfaction Guarantee
Over the years, we have developed a very methodical approach to our Custom Jewelry design process. Through the use of drawings, renderings, models, and other visual aids, we will do whatever is necessary to help you envision – and materialize – your finished Custom Jewelry design. If time permits, we greatly prefer to go through each stage, step-by-step, so that both you and our artisans are “on the same page”. If you are at all unsure about something – even the most minor detail – please tell us. Perhaps we are misinterpreting what you are imagining; let us correct it! We are here to guide you through this fun, exciting journey. Rarely, something gets “lost in translation” and your expectations are not met – RAYBAR wants to make it right. We want you to be completely satisfied and thrilled to wear your new Custom Jewelry design. So, for your peace of mind, we offer a Custom Jewelry Satisfaction Guarantee. Like most guarantees, there are stipulations. Click THE FINE PRINT button below for complete details.
THE FINE PRINT
- Custom Jewelry involves metals, gems, and labor furnished in whole (or part) by RAYBAR for a particular Client/Wearer/Recipient who is directly involved in the entire custom design process. For clarity, please be aware of the following definitions: 1) Remake means a complete redesign or casting/fabrication. 2) Modification means altering the existing, intact Original completed Custom Jewelry design to the Client’s satisfaction.
- RAYBAR will Remake or Modify – at its sole discretion – a completed Custom Jewelry design ONE TIME if the recipient/wearer of said Custom Jewelry design was directly involved in the entire custom design process and upon pick-up/delivery, is unsatisfied with the completed Custom Jewelry design. Please Note: Any RUSH or otherwise “hurried” Custom Jewelry design that is needed and requested by the Client will void the Custom Jewelry Satisfaction Guarantee.
- The Client must notify RAYBAR within seven (7) days from delivery/pick-up to be eligible for the Custom Jewelry Satisfaction Guarantee. After seven (7) days, the Remake or Modification warranty is null and void.
- RAYBAR reserves the right not to offer the Custom Jewelry Satisfaction Guarantee on Client insisted designs. Such designs may encompass unusual, untried materials or weak structural elements that RAYBAR would not feel comfortable guaranteeing. The Client will be notified of the Custom Jewelry Satisfaction Guarantee exemption before any manufacturing proceeds.
- The Client is responsible for any additional charges if the Remake would have initially been more costly than the Original design OR if the Modification requires additional materials/labor than the Original’s price would have allotted. We cannot refund or credit the price difference of a Remake that would have been less costly than the Original.
“Surprise” Resolution Discount
If you wish to surprise your beloved with a custom design and it’s just not their satisfaction, we’ll try our best to make it right. While we cannot offer a refund, we’ve come up with several ways of resolving situations with a less-than-thrilled custom jewelry gift recipient. We call it our “Surprise” Resolution Discount. Click THE FINE PRINT button below for complete details.
THE FINE PRINT
"Surprise" Custom Jewelry (“Surprise”) is defined as jewelry that involves metals, gems, and labor furnished in whole (or part) by RAYBAR for a specific Client, who is NOT the Recipient/Wearer of said Surprise. Because “Surprise” does NOT involve the Recipient/Wearer in the custom design process; RAYBAR is solely relying on the purchasing Client for all design directions and approvals. For that reason, we cannot guarantee that the Recipient/Wearer will be satisfied with the design; as the desires of the Recipient/Wearer are not directly made known to RAYBAR.
One of the following three options will be offered to satisfy the Resolution Discount:
- "Surprise" Modification (“Modification”) will be discounted 50% off RAYBAR’s regular material/labor price. A Modification entails altering the existing, intact Original to the Recipient/Wearer’s satisfaction. No exchange is necessary for a Modification as RAYBAR revises the Original.
- "Surprise" Remake (“Remake”) will be discounted 50% of what it would have cost, had it been the Original design. A Remake may involve a complete redesign and casting/fabrication. The Original must be exchanged (returned) for the discounted Remake. We may be able to reuse some of the materials from the Original, but this is determined on a case-by-case basis.
- "Surprise" Substitute Credit (“Substitute”) will be a Store Credit given in exchange for the Original. A Substitute is an in-stock merchandise alternative to the Original that is of an equal or greater price. The Original must be exchanged (returned) for the discounted Substitute. The amount of Store Credit issued will be 50% of the Original’s price (pre-tax). If a more costly (after discount) Substitute is chosen, the Client is responsible for the additional price difference. No other discounts are allowed. All Substitutes sales are FINAL – even though it’s in-stock merchandise.
Regardless of which of the three resolution options is most appropriate, the following terms and conditions apply:
- The Recipient/Wearer of the Original “Surprise” piece, MUST be directly involved in the ENTIRE Resolution Discount Guarantee process.
- RAYBAR will, at its sole discretion, decide whether a Modification is required to the Original OR if a Remake is the best solution.
- The Client must notify RAYBAR within thirty (30) days of the delivery/pick-up of the Original to be eligible for the Resolution Discount. After thirty (30) days, said Guarantee is null and void.
- The Original design MUST be picked-up/delivered by/to Client within fifteen (15) days of the completion date. The completion date is the day we notify you via E-mail, Phone, or Text Message that your Custom Jewelry piece is ready for pickup. After fifteen (15) days, the Resolution Discount is null and void.
