Refund policy
RETURN AND EXCHANGE POLICY
Last updated: August 3, 2026
Thank you for shopping with Palace & Co. Please review this policy carefully before placing your order.
NO REFUNDS
ALL SALES ARE FINAL. PALACE & CO. DOES NOT OFFER CASH REFUNDS OR REFUNDS TO THE ORIGINAL PAYMENT METHOD FOR CHANGE-OF-MIND PURCHASES.
Eligible, non-custom merchandise may be exchanged within 30 calendar days after delivery, subject to the conditions below. By completing a purchase, you acknowledge and agree to this Return and Exchange Policy.
EXCHANGE ELIGIBILITY
To qualify for an exchange, you must contact Palace & Co. within 30 calendar days after the order is shown as delivered by the shipping carrier. The merchandise must be:
• Unworn, unused, unaltered, undamaged, and in its original condition
• Free from scratches, wear, odors, residue, damage, or signs of use
• Returned with all original packaging, certificates, grading reports, tags, accessories, gifts, and promotional items
• Accompanied by the original receipt or other acceptable proof of purchase
All exchanges are subject to inspection and approval by Palace & Co. Items that do not satisfy these requirements may be refused and returned to the customer at the customer’s expense.
NON-RETURNABLE AND FINAL-SALE ITEMS
The following purchases are final sale and are not eligible for return, refund, exchange, cancellation, or store credit:
• Custom, bespoke, made-to-order, or specially manufactured jewelry
• Personalized, engraved, monogrammed, or otherwise modified merchandise
• Jewelry that has been sized, resized, altered, repaired, set, or modified at the customer’s request
• Special-order merchandise, including items ordered in a specific metal, color, size, stone, or configuration
• Loose diamonds, gemstones, and merchandise sold with an independent grading report once the security seal has been opened, removed, or altered
• Earrings and pierced-body jewelry after their sealed packaging has been opened, for hygiene reasons
• Clearance, discounted, promotional, or explicitly marked “Final Sale” merchandise
• Gift cards, deposits, design fees, CAD fees, consultation fees, labor charges, shipping charges, and rush fees
• Merchandise damaged through misuse, accident, improper care, normal wear, unauthorized repair, or alteration by anyone other than Palace & Co.
Custom and special-order production may begin shortly after an order is placed. Deposits and payments for such work become nonrefundable once design work, material purchasing, manufacturing, engraving, sizing, stone setting, or other requested work has begun.
HOW TO REQUEST AN EXCHANGE
Before returning anything, contact Palace & Co. at william@palaceandco.com or (760) 900-8894 and provide:
• Your name and order number
• The item you wish to exchange
• The reason for the exchange
• Clear photographs of the item and its packaging, if requested
Returns sent without prior authorization may be refused. If approved, return the merchandise to:
Palace & Co.
25034 Quebrada Ct
Moreno Valley, CA 92557
United States
The customer is responsible for securely packaging the merchandise and paying all return shipping, insurance, duties, taxes, and related costs unless Palace & Co. confirms that the wrong item was sent or the item arrived defective or damaged.
Use a trackable shipping service with signature confirmation and insurance covering the item’s full value. Palace & Co. is not responsible for a return shipment that is lost, stolen, misdirected, delayed, or damaged before it is received and accepted by Palace & Co.
EXCHANGE VALUE
Approved exchanges will be credited based on the original merchandise purchase price, excluding shipping charges, rush fees, customization charges, duties, and other nonrefundable fees.
If the replacement item costs more, the customer must pay the difference and any applicable taxes or shipping charges before it is shipped. If the replacement item costs less, the remaining balance will be issued as Palace & Co. store credit; it will not be refunded in cash or to the original payment method.
Availability is not guaranteed. If the requested replacement is unavailable, Palace & Co. may offer another item or store credit equal to the eligible exchange value.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Inspect your order promptly after delivery. If it arrives damaged, defective, or different from what you ordered, contact Palace & Co. as soon as reasonably possible at william@palaceandco.com and include your order number, a description of the issue, photographs of the merchandise and packaging, and any available unboxing documentation.
Do not wear, alter, repair, resize, or discard the merchandise or packaging while the claim is being reviewed. Palace & Co. may require the item to be returned for inspection before providing an appropriate remedy.
Damage caused by normal wear, accidental impact, improper use or storage, chemical exposure, missing maintenance, unauthorized repair, or failure to follow care instructions is not considered a manufacturing defect.
ORDER CANCELLATIONS
Orders are not guaranteed to be cancelable. To request a cancellation, contact Palace & Co. immediately. An order cannot be canceled after it has entered processing, materials have been ordered, production or design work has begun, or the order has shipped.
Palace & Co. reserves the right to cancel an order because of suspected fraud, pricing or inventory errors, payment issues, product unavailability, or other circumstances preventing fulfillment. If Palace & Co. cancels an order, amounts collected for merchandise that will not be provided will be returned as required by law.
SHIPPING AND DELIVERY
Original shipping, expedited shipping, insurance, customs duties, taxes, and related charges are nonrefundable except where required by law. Refusing delivery or failing to retrieve a package does not automatically qualify an order for a refund or exchange. Additional shipping and handling charges may apply if an order must be resent.
POLICY ABUSE AND FRAUD
Palace & Co. reserves the right to refuse an exchange involving merchandise that appears worn, altered, switched, damaged after delivery, missing components, or associated with suspected fraud or policy abuse. Serial numbers, gemstone reports, measurements, weights, identifying characteristics, photographs, and other order records may be used to verify returned merchandise.
LEGAL RIGHTS
Nothing in this policy excludes, restricts, or replaces any non-waivable rights or remedies available under applicable law. If applicable law requires a remedy inconsistent with a provision of this policy, the legally required remedy will apply.
CONTACT INFORMATION
Palace & Co.
Email: william@palaceandco.com
Phone: (760) 900-8894
Address: 25034 Quebrada Ct, Moreno Valley, CA 92557, United States