Refund policy
Custom, personalized, engraved, made-to-order, and client-approved pieces are final sale once production begins because they are created to the customer’s specifications. Ready-to-buy chains are also final sale. Liu & Co. does not accept returns or exchanges for chain orders.
A $300 CAD design deposit is required to begin CAD work. The deposit is non-refundable once paid and is credited toward the final custom-order total if the customer proceeds. After written CAD and quote approval, a 75% production payment is required to begin production. The remaining 25% balance is due before shipment or pickup. Each payment stage should be described clearly on its individual invoice.
Final-sale treatment does not limit any remedy required by applicable law for a confirmed defective, non-conforming, or incorrectly fulfilled item.
If an item is incorrect, damaged in transit, defective, or materially different from the approved specifications, contact custom@liuandco.com promptly with the order or project details and clear photographs of the item and packaging. Do not wear, alter, resize, repair, clean, or send the item to another jeweler before Liu & Co. reviews the concern.
For eligible custom work, Liu & Co. provides a limited lifetime workmanship warranty for confirmed manufacturing defects where repair is reasonably possible. The warranty does not cover normal wear, routine maintenance, scratches, gradual thinning, worn finishes, accidental damage, impact, misuse, chemicals, loss, theft, third-party resizing or repair, or pre-existing conditions or inherent weaknesses in client-supplied stones. Warranty requests may require inspection, and the claimant is responsible for shipping costs associated with a warranty request, including a request ultimately confirmed as a manufacturing defect.
This policy does not limit rights that cannot be waived under applicable law.