Policies & Terms

Our Policies at a Glance

Here's a plain-language summary of the key points that apply to custom jewelry and special orders. Complete Terms & Conditions are provided to every client before any payment is accepted.

Custom Work Is Final Sale

All custom jewelry and special orders are made specifically for you. Once delivered, they are final sale. No cash refunds, exchanges, or returns. If you believe the finished piece does not match the approved specifications, a resolution process is outlined in your Terms & Conditions.

Deposits Are Non-Refundable

Design and production deposits are required at different stages of the project. All deposits are non-refundable and are credited toward your project total.

Quotes Have Expiration Dates

All binding pricing is provided in a formal written quote with a stated expiration date. Verbal estimates and budgetary discussions are for guidance only. Material costs fluctuate, so quotes reflect pricing at the time they're issued.

Design Changes After Approval

A defined number of design revisions are included in the design phase. Once you approve a design and work begins, changes to the approved specifications are treated as change orders and may incur additional fees. These are always communicated before they're incurred.

Client-Supplied Materials

We welcome your stones, metals, and heirloom pieces. Materials you provide are handled at your risk, subject to the liability terms in your Terms & Conditions. Specific intake, custody, and coverage details are discussed before any work begins.

Timeline Estimates Are Not Guarantees

We provide estimated completion dates based on the scope of your project. These are good-faith estimates, not guarantees. Factors like material sourcing, design complexity, and production schedules can affect delivery timing.

Warranty

Limited Craftsmanship Warranty

Every RAYBAR piece is backed by a Limited Craftsmanship Warranty covering structural defects in materials or workmanship under normal, non-abusive wear. Coverage duration and terms vary by product type and are detailed in our Terms & Conditions and on your purchase documentation.

This warranty does not cover normal wear and tear, accidental damage, loss or theft, chemical exposure, fragile gemstones, cosmetic preferences, skin sensitivities, fit issues from client-provided measurements, or unauthorized third-party alterations.

This warranty is not a substitute for personal jewelry insurance. We strongly recommend insuring your significant jewelry purchases. We can provide the appraisal documentation you need to obtain coverage.

Jewelry Care & Services

In addition to the warranty, RAYBAR purchases include complimentary Jewelry Care & Services for a defined period after delivery. Services include professional cleaning and inspection, stone tightening, and rhodium plating (where applicable). Duration and scope vary by product type and are detailed in your purchase documentation and our Terms & Conditions.

Lifetime Cleaning & Inspection

We offer complimentary professional cleaning and inspection for the life of any RAYBAR piece. We recommend at least an annual visit to keep your stones secure and your settings in good shape.

After the care period expires, all maintenance and repair services are quoted at the time of service. Returning clients may be eligible for preferred pricing at our discretion.

Repairs

Estimates

Walk-in repair estimates are free and no-obligation. No work begins without your authorization.

Craftsmanship Warranty

Repairs are warranted against defects in our workmanship for one year from delivery. Normal wear and tear, accidental damage, and issues unrelated to our repair are not covered.

Unclaimed Items

Completed repairs should be picked up promptly after notification. Items that remain unclaimed after extended periods may be subject to storage fees and, ultimately, disposition in accordance with Virginia law. We will always attempt to contact you before taking any action.

Appraisals

RAYBAR issues appraisals for insurance replacement purposes (Retail Replacement Value) for jewelry we fabricate or sell. These are maker-issued documents based on in-person inspection and current market data, prepared to help you obtain or maintain jewelry insurance coverage.

We do not provide verbal appraisals, ballpark values, or sight-unseen estimates. Appraisal fees may apply. For items not made or sold by RAYBAR, we recommend an independent appraiser.

Insurance

Our warranty and care services are not substitutes for personal jewelry insurance. Once your piece leaves our shop, you are responsible for loss, theft, and accidental damage. We strongly recommend scheduling your jewelry on a personal insurance policy before or immediately upon pickup.

We recommend Jewelers Mutual Insurance Company for comprehensive coverage including loss, damage, mysterious disappearance, and theft.

Payment Methods

Cash (U.S. currency), personal or cashier's check, ACH/wire transfer, and major credit cards (Visa, MasterCard, American Express, Discover). A non-card payment discount may apply to qualifying balances. Details are provided with your quote.

Questions

If you have questions about any of our policies, contact us at (757) 690-2400 or [email protected]. We're happy to walk you through anything.