Refund policy

Last Updated: June 16, 2026

This Return and Refund Policy ("Policy") applies to all purchases made on https://www.personajewels.com, operated by Tempus Luxury, LLC doing business as Persona Jewelry ("we," "us," or "our"). By placing an order, you agree to the terms of this Policy.

1  Custom and Personalized Products Are Final Sale

All products incorporating personalized or custom elements are made-to-order and are considered final sale. Personalized elements include, but are not limited to:

•       Fingerprint impressions, handprints, or scan-based engravings

•       Uploaded photographs, handwriting samples, or signatures

•       Name, initials, date, or custom text inscriptions

•       Memorial material derived from deceased individuals

•       Products initiated through a Funeral Home Partner PIN

Because each piece is uniquely handcrafted for a specific individual, we cannot accept returns, exchanges, or issue refunds on custom or personalized orders, except as described in Section 1.4 (Manufacturing Defects).

2  Production Lock and Cancellation Window

Custom orders enter production typically within one (1) to two (2) business days of order confirmation and receipt of all required personalization files. Once production has commenced, cancellations are not accepted and no refund will be issued.

If you need to cancel or modify a custom order, you must contact us in writing at info@personajewels.com within twenty-four (24) hours of placing your order. We will make every reasonable effort to accommodate such requests before production begins, but we cannot guarantee that cancellation or modification is possible.

You bear full responsibility for reviewing all personalization details -- including spelling, dates, and image quality -- before submitting your order. Submission of your order constitutes your acceptance of all personalization details as entered.

3  Non-Custom Products

For any non-personalized, in-stock products that may be offered on our store, you may request a return within fourteen (14) calendar days of confirmed delivery, provided the item is unworn, unaltered, in its original unused condition and packaging, and accompanied by proof of purchase. Original shipping charges are non-refundable. You are responsible for return shipping costs unless the return is due to our error. A restocking fee may apply.

4  Manufacturing Defects

If your custom product arrives with a manufacturing defect -- a defect in materials or workmanship attributable to our production process -- we will, at our sole discretion, repair or replace the defective product at no charge to you. Visible defects, shipping damage, or order discrepancies must be reported within five (5) calendar days of delivery. Latent defects in materials or workmanship may be covered under our 12-month limited warranty, subject to inspection and the exclusions stated in this Policy.

To be eligible for defect resolution, you must:

•       Report the defect in writing to info@personajewels.com within five (5) calendar days of confirmed delivery

•       Provide clear photographic or video documentation of the defect

•       Retain the original product and packaging until instructed otherwise

We reserve the right to determine, at our sole discretion, whether a reported issue constitutes a manufacturing defect. The following are expressly excluded from warranty or defect coverage:

•       Inscription errors resulting from incorrect personalization information you submitted

•       Damage resulting from normal wear and tear, tarnish, or environmental discoloration

•       Allergic reactions to metal content

•       Damage caused by misuse, accident, neglect, unauthorized repair, or modification

•       Plating wear resulting from regular use

•       Variation in color, finish, or texture within normal production tolerances

5  Shipping Damage

If your order arrives visibly damaged in transit, you must notify us in writing at info@personajewels.com within five (5) calendar days of delivery, provide photographic or video evidence of both the damaged packaging and the product, and retain all original packaging materials. We will work with the carrier to file a damage claim and arrange for repair or replacement as appropriate. We are not responsible for claims reported after the five (5) day window.

6  Lost Packages

If your order has not arrived within the estimated delivery window and tracking shows no movement for more than ten (10) business days, contact us at info@personajewels.com. We will investigate with the carrier and, if the carrier confirms that the package is lost, we will work with you to arrange a replacement, refund, or other legally required remedy, depending on the circumstances and applicable law.

7  Customer Submission Errors

You are solely responsible for the accuracy and quality of all personalization information submitted at checkout, including uploaded fingerprint or image files (clarity, resolution, correct orientation), name spelling, dates and custom text, product selection, size, and metal type, and Funeral Home Partner PIN entry (see Section 1.8).

Persona Jewelry does not proofread submitted names or dates. If an error in your submitted personalization details results in an incorrect product, we may, at our sole discretion and at your expense, offer to remake the piece. We are not obligated to do so.

8  Funeral Home Partner PIN -- Return and Attribution Implications

If a Funeral Home Partner PIN is entered at checkout, the order is attributed to the associated funeral home partner for commission purposes. Errors in PIN entry do not entitle you to a refund, cancellation, or re-attribution of the order. PIN entry is the sole responsibility of the customer. Commission attribution corrections requested due to PIN entry errors will be evaluated at our sole discretion and are not guaranteed.

9  Return Merchandise Authorization (RMA) Required

No returns or exchanges will be accepted without a prior Return Merchandise Authorization (RMA) number issued by Persona Jewelry. To request an RMA, contact info@personajewels.com with your order number, description of the issue, and supporting photographs. Items returned without an RMA will not be processed. Authorized returns must be shipped within fourteen (14) calendar days of RMA issuance using a trackable shipping method. You assume all risk of loss or damage during return transit.

10  Refund Processing

Approved refunds will be processed to the original payment method within seven (7) to ten (10) business days of our receipt and verification of the returned item. We are not responsible for processing delays by your financial institution. Original shipping charges are non-refundable unless the return is due to our error.