Refund policy

At Stéfère, every piece is crafted with exceptional care and the highest standards of fine jewelry making. We take great pride in the quality of our collections and stand behind every item we sell. Please read this policy carefully before placing your order, as it sets out the terms under which exchanges and store credits may be granted.

1. General Policy — No Cash Refunds

All sales made through stefere.world and our associated domains are final. Stéfère does not offer cash refunds under any circumstances, except where expressly required by applicable mandatory consumer protection law (see Section 7 for EU and UK consumer rights).

Where an exchange is approved, Stéfère will issue a store credit to the value of the returned item. Store credit is issued via email, is non-transferable, has no cash value, and may be applied toward a future purchase on our Sites.

2. Custom and Bespoke Orders — Strictly Non-Returnable

Bespoke and custom-made pieces are designed and produced exclusively to your personal specifications. As such, they are exempt from standard return and exchange rights. This includes but is not limited to:

• —Pieces made to custom dimensions, ring sizes, or specifications.
• —Pieces featuring custom gemstone selections or combinations.
• —Pieces with engraving, personalization, or any other bespoke modification.
• —Any made-to-order piece produced following a design consultation.

Full payment for custom orders is required upfront and is non-refundable. Cancellations are not accepted once an order has been confirmed and production has commenced. By placing a custom order, you expressly acknowledge and accept these terms.

3. Eligibility for Exchange — Standard Orders

Standard (non-custom) orders may be eligible for an exchange and store credit, subject to all of the following conditions being met:

• —Time limit: The exchange request must be submitted within 3 days of delivery. Requests received after this window will not be accepted under any circumstances.
• —Original condition: The item must be returned in its original, unaltered, and unworn condition. Any signs of wear, damage, or modification will render the item ineligible for exchange.
• —Original packaging: The item must be returned in its complete original Stéfère packaging, including the jewelry box, pouch, and any accompanying documentation or certificates.
• —No alterations: Any alteration to the jewelry, including resizing, stone replacement, engraving, or any other modification — whether performed by Stéfère or a third party — will void eligibility for exchange.
• —Proof of purchase: Your order confirmation email or order number must be provided at the time of the exchange request.

Stéfère reserves the right to refuse an exchange request if the above conditions are not met, or if the item shows evidence of wear, damage, or tampering upon inspection.

4. Exchange Process — Step by Step

To initiate an exchange request, please follow the steps below:

5. Store Credit

Store credit issued by Stéfère is subject to the following terms:

• —Store credit is issued to the value of the returned item at the original purchase price, excluding any shipping costs.
• —Store credit is delivered via email and may be applied toward any future purchase on stefere.world.
• —Store credit is non-transferable and has no cash value.
• —Store credit does not expire.
• —Store credit cannot be combined with other promotional offers unless expressly stated.

6. Damaged, Defective, or Incorrect Items

In the unlikely event that you receive an item that is damaged, defective, or materially different from what you ordered, please contact us immediately at info@stefere.com within 48 hours of delivery, providing:

• —Your order number.
• —A clear description of the issue.
• —Photographs clearly showing the damage, defect, or incorrect item.

We will review your claim and, where validated, arrange for a replacement, repair, or store credit at our discretion. Claims submitted after 48 hours of delivery may not be accepted. Normal variations in gemstone color, metal tone, and handcrafted finish inherent to fine jewelry do not constitute a defect.

7. EU and UK Consumer Rights

If you are a consumer located in the European Union or the United Kingdom, you have statutory rights that cannot be excluded or limited by this policy.

7.1 Right of Withdrawal — Standard Orders

Under the EU Consumer Rights Directive (2011/83/EU) and equivalent UK legislation, you have the right to withdraw from a distance purchase within 14 days of receiving your order without giving a reason. To exercise this right, you must notify us at info@stefere.com within 14 days of delivery. You must then return the item within a further 14 days. Upon receipt and satisfactory inspection, we will process a full refund of the purchase price within 14 days in accordance with applicable law. Return shipping costs are your responsibility unless the item is defective or incorrect.

7.2 Exemption for Custom and Bespoke Orders

The 14-day right of withdrawal does not apply to custom-made or personalized goods. Under Article 16(c) of the EU Consumer Rights Directive and equivalent UK provisions, goods made to the consumer’s personal specifications are expressly exempt from the cooling-off period. All custom and bespoke Stéfère orders fall within this exemption and remain strictly non-refundable and non-returnable.

7.3 Statutory Guarantee

As an EU or UK consumer, you are entitled to a statutory guarantee of conformity. If a product is found to be defective or non-conforming at the time of delivery, you may be entitled to repair, replacement, price reduction, or refund in accordance with applicable consumer law. Please contact us at info@stefere.com to assert your statutory guarantee rights.

8. Items Not Eligible for Exchange

The following items are not eligible for exchange or store credit under any circumstances:

• —All custom, bespoke, and made-to-order pieces.
• —Items that have been worn, altered, resized, engraved, or modified in any way.
• —Items returned without original packaging or without a valid return authorization.
• —Items returned after the 3-day exchange window has expired.
• —Items damaged after delivery due to misuse, improper care, or accident.
• —Items purchased through our authorized retail partners. For purchases made in-store, please contact the relevant retailer directly.

9. In-Store Purchases

This policy applies exclusively to purchases made through stefere.world and our associated online domains. For items purchased through our authorized retail partners — including Saks Fifth Avenue, Maxfield, Lorenzo, Marissa Collection, Lane Crawford, Moda Operandi, and other stockists — the return and exchange policy of the respective retailer applies. Please contact the relevant store directly.

10. Contact Us

For all return, exchange, or refund-related enquiries, please contact us:

• —Email: info@stefere.com
• —Mail: Stefere LLC, 366 Madison Avenue, 3rd Floor, New York, NY 10017, USA
• —Website: stefere.world

We aim to respond to all enquiries within 1 to 2 business days.

Stefere LLC  ·  366 Madison Avenue, 3rd Floor, New York, NY 10017, USA  ·  info@stefere.com  ·  stefere.world