Refund policy

Last Updated: July 26, 2026

This Return, Cancellation, Remake, Refund and Limited Warranty Policy applies to purchases made through Persona Jewelry. Persona Jewelry is a brand of Tempus Luxury, LLC.

Because many Persona Jewelry products are personalized and made to order, return and cancellation rights depend on whether production has begun, whether the item is personalized, and whether the issue was caused by Persona Jewelry, transit, a manufacturing defect, or information supplied by the customer.

1. Personalized and Made-to-Order Products

Products made with a fingerprint, handprint, handwriting sample, signature, photograph, name, date, inscription, memorial material, or another customer-selected personalization are created for a specific customer and are ordinarily final sale.

A personalized or made-to-order product cannot ordinarily be returned, exchanged, or refunded because of a change of mind, an incorrect size or product selection made by the customer, or personalization information submitted incorrectly by the customer.

This final-sale rule does not limit the remedies provided in this Policy for a Persona Jewelry error, a manufacturing defect, transit damage, a lost shipment, or a remedy required by applicable law.

2. Cancellation Before Production Begins

A customer may request cancellation by contacting info@personajewels.com as soon as possible after placing the order.

An order cancelled before production begins is eligible for a full refund. Once production has begun, the order cannot ordinarily be cancelled because materials, design, engraving, or production work may already have been committed to that specific order.

A cancellation request is not effective until Persona Jewelry confirms in writing that production has not begun and confirms the cancellation.

There is no guaranteed 24-hour cancellation window. Production may begin sooner or later depending on when we receive the complete order and all required personalization material.

3. Changes to an Order

Contact us immediately if you need to correct an address, product selection, size, engraving, spelling, date, image, fingerprint file, or other order detail.

We will make a reasonable effort to help before production begins, but we cannot guarantee that an order can be changed after it is submitted.

A requested change may affect price, production timing, or shipping. We will disclose any additional charge before proceeding.

4. Non-Personalized Products

A non-personalized, unused product may be returned within 14 calendar days of first verified delivery if it is unworn, unaltered, in its original condition and packaging, and accompanied by proof of purchase.

Contact us before sending anything back. An unauthorized return may not be accepted or correctly associated with the order.

For an approved change-of-mind return of a non-personalized product, the customer is responsible for the return-shipping cost and risk during return transit. Original shipping charges are generally non-refundable.

This Section does not apply to a product containing customer-specific engraving, memorial material, or other personalization.

5. Visible Order Problems and Transit Damage

Please inspect the order promptly after delivery.

A visibly incorrect product, visible engraving error attributable to Persona Jewelry, missing item, or visible transit damage must be reported within seven calendar days of first verified delivery.

Email info@personajewels.com and include:

• Your order number

• A clear description of the issue

• Clear photographs of the product

• For transit damage, photographs of the shipping package and all visible damage

Keep the product and original packaging until our review is complete.

Where the problem is confirmed to be a Persona Jewelry error or transit damage occurring before first verified delivery, we will repair, remake, replace, or reship the affected item at no additional charge. If those remedies are not reasonably available, we will provide the appropriate refund.

6. One-Year Limited Manufacturing Warranty

Persona Jewelry provides a limited warranty against eligible defects in materials or workmanship for one year from first verified delivery.

A defect that was not reasonably visible at delivery must be reported within 30 calendar days after discovery and before the one-year warranty period expires.

Warranty coverage is subject to inspection and confirmation that the issue is attributable to materials or workmanship rather than an excluded cause.

An approved warranty remedy may include repair, remake, or replacement. If an appropriate repair, remake, or replacement is not reasonably available, we will provide the appropriate refund or other remedy required by applicable law.

Persona Jewelry covers reasonable shipping required for an approved remedy caused by a manufacturing defect or Persona Jewelry error.

7. Warranty Exclusions

The Limited Warranty does not cover:

• Normal wear and tear

• Ordinary tarnish, patina, fading, or plating wear from use

• Scratches, dents, bending, broken chains, impact damage, or accidental damage

• Damage caused by misuse, neglect, improper storage, chemicals, cosmetics, pools, salt water, heat, moisture, or failure to follow care instructions

• Unauthorized repair, resizing, modification, or alteration

• Allergic reactions or individual skin sensitivity

• Natural or commercially reasonable variation in color, finish, texture, scale, positioning, or handcrafted appearance

• Incorrect spelling, dates, sizes, product choices, addresses, PINs, files, or personalization information submitted or approved by the customer

• Detail limitations caused by the source fingerprint, image, handwriting, signature, photograph, or other memorial material, subject to Section 8

Nothing in this Section limits a non-waivable right or remedy under applicable law.

8. Fingerprint or Memorial Material Quality

The finished result depends in part on the clarity, completeness, contrast, scale, and usable detail of the fingerprint, image, handwriting, signature, photograph, or other material supplied.

Where we identify an evident quality concern before production, we may pause the order, explain the observable concern, and request better material.

If you direct us in writing to proceed after receiving that warning, limitations caused by the identified source-material concern are not treated as a manufacturing defect. A paid remake using improved material may be offered, and any price will be disclosed before work begins.

We do not use or promise a numeric or automated fingerprint-quality threshold. Observable characteristics are review prompts, not validated measurements.

We will not allocate the cost of an inadequate-fingerprint remake to the customer based on a claimed pre-production warning unless the warning, explanation of risk, and the customer’s affirmative written direction to proceed were documented with the order.

9. Customer Submission and PIN Errors

Customers are responsible for reviewing product selection, size, material, spelling, dates, engraving, uploaded files, shipping address, and Persona PIN entry before submitting an order.

An error supplied or approved by the customer is not a manufacturing defect. Where feasible, Persona Jewelry may offer a paid correction or remake at a price disclosed in advance.

A Persona PIN is a reference and attribution code, not a coupon or discount code. A PIN-entry error does not by itself create a right to a refund, cancellation, or attribution change.

Persona Jewelry may correct a documented PIN or attribution error where the authoritative records support the correction and an audit trail is retained.

10. Lost Packages and Failed Delivery

Persona Jewelry bears the risk of loss and damage in transit until first verified delivery, as described in the Shipping and Delivery Policy.

If tracking stops updating or the estimated delivery window has passed, contact us promptly. We will investigate with the carrier and provide an appropriate remedy where the shipment is confirmed lost.

If delivery or return fails because of an incorrect or incomplete address, refusal, customer-requested rerouting, failure to receive the package, refusal to pay applicable import charges, or another cause attributable to the recipient, the responsible party may be charged the actual cost of another delivery attempt, return, or reshipment. The cost will be disclosed before it is charged.

11. Return Authorization and Inspection

Do not send a product back until Persona Jewelry has provided written return instructions.

To request a return, repair, remake, warranty review, or other remedy, email info@personajewels.com with the subject line “Return/Defect - [Order Number].”

Include the order number, a description of the issue, and clear photographs or video where relevant.

Where a return is required, use the address and shipping instructions we provide. A returned item must be packaged securely and sent within the timeframe stated in the authorization.

Do not send jewelry, fingerprints, molds, or other memorial material to the business address shown on the Site unless we expressly instruct you to do so.

12. Refund Amounts and Shipping Charges

An approved refund is issued to the original payment method unless another method is required by law or agreed in writing.

Shipping charges are generally non-refundable except where the order is cancelled because of our error, no merchandise is shipped, the return or remedy is caused by a Persona Jewelry error, or a refund of shipping is required by applicable law.

Customs duties, import taxes, VAT, brokerage charges, and fees collected by a government, carrier, or other third party are not controlled by Persona Jewelry. Refund eligibility for those amounts depends on the collecting party and applicable law.

13. Refund Processing

After a refund is approved, Persona Jewelry generally initiates it within seven to ten business days. Where inspection of a returned item is required, that period begins after the item is received and the review is completed.

Your bank, card issuer, or payment provider may take additional time to post the credit. Persona Jewelry does not control that processing time.

We will notify you when the refund has been initiated.

14. Consumer Rights

Nothing in this Policy excludes, restricts, or replaces a warranty, cancellation right, refund right, or other consumer remedy that cannot lawfully be excluded or restricted.

Where applicable law requires a different or additional remedy, the legally required remedy will apply.

15. Persona Partner Program

Where a funeral home, partner location, or authorized partner user acts under a written Persona Partner Agreement, the Partner Agreement governs wholesale orders, commissions, attribution, equipment, partner-caused errors, and other partner-program matters.

This consumer-facing Policy does not override or amend an applicable Partner Agreement.