Refund policy

Effective Date: September 16, 2025

At Silrock Bloom, we believe in the captivating beauty and exquisite craftsmanship of our 925 sterling silver jewelry adorned with genuine natural gemstones. We want every piece you acquire to be a source of enchantment and lasting elegance. Your satisfaction is paramount, and we aim for a transparent and graceful experience should you need to return an item.

This policy outlines the conditions for returns, refunds, and exchanges, designed to ensure clarity and uphold the trust you place in us.

1. Order Cancellations

Should you need to cancel an order, we request that you do so within 12 hours of purchase. This allows us to halt the preparation and processing of your unique piece. After this initial 12-hour window, your order will proceed to fulfillment and shipment, and immediate cancellations or refunds may no longer be possible.

2. Our Return & Exchange Window

You have 30 calendar days from the date you received your order to initiate a return or exchange for eligible items. This generous window allows you ample time to ensure your new treasure aligns perfectly with your expectations. If 30 days have elapsed since your purchase was delivered, we regret that we cannot offer a refund or exchange.

3. Eligibility for Returns

To ensure a smooth return process and maintain the integrity of our collection, your item must meet the following criteria:

  • Unused and in Original Condition: The item must be unworn, unused, and in the exact same pristine condition as received. It should exhibit no signs of wear, damage, or alteration.
  • Original Packaging: The item must be returned in its original Silrock Bloom branded packaging, including any protective pouches, boxes, and authenticity cards.
  • Tags Attached: All original tags and labels must remain securely attached to the item.
  • Proof of Purchase: A valid receipt or proof of purchase (such as your order number or confirmation email) is required.

Please note: Due to the inherent natural essence of our gemstones, minor variations in color, pattern, and inclusions are unique characteristics of their raw beauty and are not considered defects.

4. Non-Refundable Cases

Certain items and situations are exempt from returns or refunds:

  • Customized or Made-to-Order Products: Items that have been personalized, custom-made, or specially altered to your specifications cannot be returned.
  • Final Sale Items: Products clearly marked as "Final Sale" at the time of purchase are not eligible for returns or exchanges.
  • Earrings: For reasons of hygiene and to preserve the pristine nature of our jewelry, earrings cannot be returned or exchanged unless they arrive damaged or defective (please refer to Section 6).
  • Incorrect Address: If an incorrect or incomplete shipping address was provided by the customer at the time of purchase, and was not corrected within 5 hours after the order was placed, Silrock Bloom cannot be held responsible for non-delivery or additional shipping costs, and a refund will not be issued for such cases.
  • Subjective Dislikes (Outside Return Window): While we offer a 30-day window for returns, claims based on subjective dissatisfaction such as "I didn’t like the style," or "The color wasn’t exactly as envisioned" made outside the designated return period or for items not meeting the eligibility criteria (Section 3) cannot be honored.

5. How to Initiate a Return

To begin your return or exchange, please follow these steps:

  1. Contact Our Support: Send an email to our dedicated customer support team at contact@silrockbloom.com within 30 days of receiving your order. Please include:
    • Your full name
    • Your order number
    • The item(s) you wish to return
    • The reason for your return (e.g., incorrect size, general dissatisfaction, defective item)
    • Whether you prefer a refund or an exchange (if applicable).
  2. Return Authorization (RA): Upon review and approval of your request, you will receive a unique Return Authorization (RA) number and comprehensive instructions on how and where to send your package. Please note that items sent back to us without first obtaining an RA number will not be processed.

6. Damaged or Incorrect Products

Every Silrock Bloom piece undergoes meticulous quality checks to ensure its enduring grace. In the rare instance that you receive a damaged, defective, or incorrect item:

  • Immediate Notification: Please contact us immediately, within 7 days of delivery, at contact@silrockbloom.com.
  • Provide Evidence: Include your order number, a detailed description of the issue, and clear, well-lit photographs of the defective product and its original packaging that visibly demonstrate the concern.
  • Resolution: We will promptly review each case individually and, upon verification, offer a fair solution such as a replacement (if available), a repair, or a full refund. In such instances, we will cover the return shipping costs, often by providing a pre-paid return label.

7. Shipping Your Return

  • Return Shipping Costs: Unless the item received is incorrect, damaged, or defective (as per Section 6), you will be responsible for the shipping costs associated with returning your item. Original shipping costs are non-refundable.
  • Secure Packaging: To ensure the safe transit of your valuable return, please package the item securely in its original packaging. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item. Silrock Bloom is not responsible for items lost or damaged during return transit.
  • Return Address: Your authorized return should be shipped to the precise address provided with your RA number.

8. Refund Processing

Once your returned item is received and meticulously inspected by our team, we will send you an email notification confirming its arrival. Subsequently, we will inform you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. The exact timeframe for the refund to reflect in your account may vary depending on your bank or payment provider.
  • Rejection: If the item does not meet the eligibility criteria (e.g., signs of wear, missing original packaging/tags, not in original condition), your refund may be rejected. In such cases, the item may be returned to you at your expense.

9. Exchanges

We are pleased to facilitate exchanges for eligible items within our 30-day return window.

  • Exchange Process: If you wish to exchange an item, please follow the return initiation process outlined in Section 5. Once your original item is received and approved, we will process your exchange.
  • Price Differences: Should the new item be of a higher value, we will issue an invoice for the difference. If it's of a lower value, we will refund you the difference.
  • Shipping for Exchanges: You will be responsible for the shipping costs associated with returning the original item. For the first exchange, we will cover the shipping cost of sending the new item to you. Subsequent exchanges may incur additional shipping charges.

10. For Customers in the European Union

For our esteemed customers located within the European Union, we respect your legal consumer rights, including the right to withdraw from your purchase within 14 calendar days after receiving your order. This right applies to most purchases, allowing you to return items without providing a reason. Please note, however, that this right typically does not apply to custom-made or personalized products.

11. Contact Us

For any inquiries regarding your eligibility for a return or refund, or any other questions concerning this policy, please do not hesitate to contact our dedicated customer care team:

Silrock Bloom Email: contact@silrockbloom.com