Refund Policy
Last updated: August 5, 2026
Not completely satisfied with your order? We’re here to help.
At Susan Bennett, we want you to feel confident when choosing your jewelry. This policy explains how returns, cancellations, damaged items, and refunds are handled.
30-Day Return Window
You may request a return within 30 days of the delivery date.
To be eligible, your return request must be submitted within this 30-day period by contacting us at:
Returns requested after 30 days may not be accepted unless required by applicable law.
Return Eligibility
To qualify for a return, the item must be:
- unworn and unused;
- clean and undamaged;
- unaltered;
- returned with its original packaging where reasonably possible;
- accompanied by proof of purchase, such as your order confirmation.
You may carefully inspect the jewelry after delivery. However, items showing signs of wear, damage, alteration, improper care, or use beyond what is reasonably necessary to inspect them may not qualify for a full refund.
Damage caused by misuse, accidents, improper storage, exposure to chemicals, normal wear and tear, tarnishing, scratching, or failure to follow our jewelry care instructions is not considered a manufacturing defect.
Earrings and Hygiene
For hygiene reasons, earrings that have been worn, tried on, or removed from sealed hygiene packaging cannot be returned unless they arrived damaged, defective, incorrect, or not as described.
Please inspect earrings carefully before removing any hygiene seal or trying them on.
Non-Returnable Items
The following items may not be eligible for return:
- worn or used jewelry;
- personalized, engraved, or custom-made items;
- items damaged after delivery;
- items returned without prior authorization;
- items clearly marked as final sale;
- gift cards, if offered;
- earrings that do not meet the hygiene requirements described above.
These exclusions do not apply where an item arrives damaged, defective, incorrect, or where a return is required by applicable law.
How to Start a Return
To request a return, email:
Please include:
- your full name;
- your order number;
- the item you wish to return;
- the reason for the return;
- photographs where the item is damaged, defective, or incorrect.
If your return is accepted, we will provide return instructions and the appropriate return address.
Do not send an item back before receiving return authorization. Unauthorized returns may be refused or may experience significant processing delays.
Please return only the items approved in your return request.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the return shipping cost unless otherwise stated.
We strongly recommend using a tracked shipping service and keeping your proof of postage. We are not responsible for return packages that are lost, damaged, or delivered to an incorrect address because the return instructions were not followed.
If an item arrives damaged, defective, incorrect, or materially different from its description, contact us at hello@susanjewels.com. When the claim is approved, we will provide an appropriate solution and cover reasonable return shipping costs where a return is required.
Susan Bennett offers free standard shipping on original orders. Because no standard shipping fee was charged, there is no original standard shipping amount to refund.
Any optional expedited or premium shipping charge is non-refundable unless required by applicable law or the return results from our error.
Buy 2, Get 1 Free and Promotional Returns
If an item was purchased as part of our Buy 2, Get 1 Free offer or another promotion, the refund will be calculated based on the amount actually paid after discounts.
Under the Buy 2, Get 1 Free offer:
- the lowest-priced eligible item is provided free;
- the free item has no separate cash value;
- returning part of the promotional order may cause the discount to be recalculated;
- if the remaining items no longer qualify for the promotion, the value of the promotional discount may be deducted from the refund;
- to receive a refund for the complete promotional purchase, you may be required to return all items included in that promotional group.
Refunds will never exceed the amount originally paid for the returned items.
Order Cancellations
Please contact us immediately at hello@susanjewels.com if you wish to cancel or change an order.
We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed or cancelled once it has entered processing, fulfillment, or shipment.
If the order has already been dispatched, you will need to follow the standard return process after receiving it.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If an item is damaged, defective, incorrect, or not as described, contact us promptly at:
Please provide your order number and clear photographs or videos showing:
- the item;
- the issue;
- the packaging, where relevant;
- the shipping label, where relevant.
Once reviewed, we may offer an appropriate solution, including:
- a replacement;
- a refund;
- store credit;
- another reasonable resolution.
The appropriate solution will depend on the circumstances, available inventory, and applicable consumer protection law.
Refunds
Once your authorized return has been received, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method.
Your bank, credit card company, PayPal, or payment provider may require additional processing time before the refund appears in your account.
Refunds are issued only for eligible items actually returned and received, except where we confirm in writing that a physical return is not required.
Partial or Reduced Refunds
A partial or reduced refund may apply where legally permitted if:
- an item is returned damaged;
- parts or packaging are missing;
- the jewelry shows signs of use or wear;
- the item has been altered;
- the return was sent outside the approved return period;
- the value of a promotional offer must be recalculated;
- the item’s value has been reduced because it was handled beyond what was reasonably necessary for inspection.
We will explain any reduction before finalizing the refund.
Return Labels
If we provide a prepaid return label, it must be used within the validity period stated in the return instructions.
A prepaid return label may be deducted from the refund for a change-of-mind return if this is clearly communicated before the label is issued.
Prepaid return label costs will not be deducted for an approved damaged, defective, or incorrect-item claim.
Missing Refunds
If we confirm that a refund has been issued but you have not received it:
- Check your bank or payment account again.
- Contact your credit card company, PayPal, or payment provider.
- Allow the provider’s stated processing period to pass.
- Contact us at hello@susanjewels.com if the refund is still missing.
Consumer Rights
This Return and Refund Policy is designed primarily for customers in the United States.
Nothing in this policy limits any mandatory consumer rights that apply under federal, state, or other applicable law.
Where the law in your place of residence provides greater rights, those mandatory rights will continue to apply.
Contact Us
For return, refund, cancellation, or damaged-item questions, contact:
Susan Bennett
Operated by Venturo Global Limited
Suite C, Level 7, World Trust Tower
50 Stanley Street, Central
Hong Kong
Email: hello@susanjewels.com
Phone: +1 505-358-4335