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Return and Exchange Policies

Should you decide to change your mind about a purchase, we want to make sure you are aware of our policies. REPAIR SERVICES are guaranteed against defects in workmanship for 90 Days from the date of purchase.

Online Return & Exchange Policy

Merchandise in new, unworn condition may be returned for a full refund within 60 days from the date of purchase if accompanied by an original packing slip or sales receipt. Merchandise may also be exchanged for store credit within 100 days from the purchase date if accompanied by an original packing slip or sales receipt. For your convenience, online purchases can be returned or exchanged for store credit at any Rogers & Hollands Jewelers or Ashcroft & Oak Jewelers store location. However, this policy is subject to the following conditions, clarifications, exceptions & fees:

  • Any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged.
  • Returns or exchanges are not allowed on customized jewelry, special order watches and engraved items.
  • To receive a full refund or store credit, all Gifts with Purchase (GWPs) must also be returned in like new condition. GWPs include coupons, gift certificates, gift cards, free or discounted jewelry, or any other item given by us in connection with the original purchase.
  • Fees for services provided (for example, charges for sizing or soldering) are not refundable.
  • If returned merchandise has been altered (for example, rings re-sized or soldered, or stones added, removed or replaced, or chains shortened), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00.
  • To receive a full refund or store credit, all relevant parts, packaging & paperwork must be returned in like new condition with the merchandise. If anything is missing at the time of the return, fees will be assessed according to the following schedule:
    • Missing diamond certification cards or lab reports - $50.00
    • Missing packaging, instruction manuals or warranty paperwork on any watch - $50.00
    • Missing watch links (Citizen, Bulova, and Coach brands) - $35.00
    • Missing watch links (all other watch brands) - $75.00

Refunds will be issued in the same tender as the original purchase.

Online purchases may be returned for a full refund by shipping the return merchandise to:

REI Guest Service Dept.
P.O. Box 879
Matteson, IL 60443

Please follow these guidelines for shipping return packages:

  • Please securely place the merchandise back into the original gift box and package. The package should be insured for the full selling price of the item(s). Rogers & Hollands|Ashcroft & Oak assumes no liability for any loss and/or damage to merchandise while in transit to our return location.
  • Please request a return receipt for confirmation that the shipment has reached our offices.
  • For your protection, do not write Rogers & Hollands|Ashcroft & Oak anywhere on the outside of the box.
  • Any additional shipping fees i.e. extra insurance or packaging materials must be paid in advance of shipment. All items must be shipped via USPS (United States Postal Service). No C.O.D. deliveries will be accepted.
  • Please note that your original shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.

In-Store Return & Exchange Policy

Merchandise in new condition may be returned for a full refund within 60 days from the date of purchase if accompanied by a valid sales receipt. Merchandise may also be exchanged for store credit within 100 days from the purchase date if accompanied by a valid sales receipt. However, this policy is subject to the following conditions, clarifications, exceptions & fees:

  • Any merchandise, including watches, that shows evidence of wear (i.e. scratches, marks, dents or damage of any kind) cannot be returned or exchanged.
  • Returns or exchanges are not allowed on customized jewelry, special order watches and engraved items.
  • To receive a full refund or store credit, all Gift with Purchase (GWPs) must also be returned in like new condition. GWPs include coupons, gift certificates, gift cards, free or discounted jewelry, or any other item given by us in connection with the original purchase.
  • Fees for services provided (for example, charges for sizing or soldering) are not refundable.
  • If returned merchandise has been altered (for example, rings re-sized or soldered, or stones added, removed or replaced, or chains shortened), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00.
  • To receive a full refund or store credit, all relevant parts, packaging & paperwork must be returned in like new condition with the merchandise. If anything is missing at the time of the return, fees will be assessed according to the following schedule:
    • Missing diamond certification cards or lab reports - $50.00
    • Missing packaging, instruction manuals or warranty paperwork on any watch - $50.00
    • Missing watch links (Citizen, Bulova, and Coach brands) - $35.00
    • Missing watch links (all other watch brands) - $75.00

Refunds will be issued in the same tender as the original purchase.Third party credit card refunds (e.g. Visa, American Express, etc.) will be issued only to the same account as the original purchase, and only if the original credit card is presented at the time of the return. Otherwise, third party credit card returns will be accepted for store credit only. Cash refunds will be issued in the form of a check from our Home Office - please allow two weeks for processing. Refunds will be issued only to the original purchaser. Guests returning merchandise they received as a gift will be allowed to exchange for store credit.

(Revised 08/2021)