Refund policy

Last updated: July 26, 2026

At Eliray, most pieces are made to order. When you choose a base and select your stones, that piece is assembled for you specifically — it isn't pulled from a shelf. That's what makes it yours, and it's also why our return policy works a little differently from a standard jewellery shop.

Please read this policy before you place your order. Placing an order means you accept these terms.

Quick summary


Customized pieces	Final sale — not returnable for change of mind
Ready-to-ship pieces	14 days from delivery, for store credit or exchange
Order changes	Free within 24 hours of ordering, before production starts
Faulty or damaged items	Always covered — report within 14 days of delivery
Finish and workmanship warranty	6 months from purchase
Return shipping	Paid by the customer, except for faulty items

Nothing in this summary replaces the detail below.

1. Customized and made-to-order pieces

Because a customized piece is assembled to your specifications — your choice of base, stones, length, and any personalization — we cannot resell it if it comes back. For that reason:

Customized pieces are final sale and are not eligible for return, exchange, or store credit for change of mind.

This includes situations where:

You've changed your mind about the design or stone combination
The colour reads differently in person than it did on screen
The piece is a different size or weight than you pictured
The style doesn't suit you as you'd hoped
It was bought as a gift and the recipient prefers something else

This does not affect your rights if the piece arrives faulty, damaged, or materially different from what you ordered. See Sections 4 and 5.

Before you order, please review the product page carefully. We publish measurements in millimetres, chain and clasp details, stone dimensions, and photographs taken under neutral lighting. Screen calibration varies between devices, so colours may appear slightly different on your monitor or phone than in the finished piece — this is a limitation of digital displays and is not considered a defect.

If you're unsure about sizing, colour matching, or how a combination will look, email us at hello@eliray.co before ordering. We're glad to send additional photographs or advise on the combination. It costs you nothing and saves disappointment.

2. Changing or cancelling an order

You may change or cancel a customized order free of charge within 24 hours of placing it, provided production has not begun. Email hello@eliray.co with your order number and what you'd like changed.

After 24 hours, or once production has started, we can no longer change or cancel the order. If we've not yet started, we'll accommodate you where we can.

Ready-to-ship items can be cancelled any time before they are dispatched.

3. Ready-to-ship pieces

Pieces listed as ready-to-ship — that is, not customized to your specifications — may be returned within 14 days of delivery for store credit or exchange.

To be eligible, the item must be:

Unworn and unused, with any protective film or tags intact
In its original condition, free of scratches, marks, or signs of wear
Returned with all original packaging, pouches, and inserts
Accompanied by your order number or proof of purchase

Return shipping is at your cost. Original shipping charges are not refunded.

We issue store credit and exchanges rather than refunds to the original payment method, except where a refund is required by law. Store credit does not expire.

Please allow 7–10 business days after we receive your return for inspection and processing.

4. Items that arrive faulty or damaged

We inspect and photograph every piece before it ships. Even so, things occasionally go wrong.

If your piece arrives with a manufacturing defect, is damaged in transit, or is not the piece you ordered, contact us within 14 days of delivery at hello@eliray.co with:

Your order number
Clear, well-lit photographs showing the issue
For transit damage, photographs of the outer packaging as well

Once we've reviewed and approved the claim, we will at our option:

Repair the piece at no cost to you, or
Replace it with the same piece, or
Refund you in full, including original shipping, where repair and replacement aren't possible

For faulty items we cover return shipping, and we'll tell you whether we need the piece back before we send a replacement.

Customized pieces are covered by this section in exactly the same way as any other piece. Final sale means you can't return something because you changed your mind — it does not mean you're stuck with a faulty piece.

5. What counts as a manufacturing defect

Covered:

Clasps, jump rings, or settings that fail under normal use
Stones that come loose or fall out
Chains that separate at a solder point
Plating that flakes, bubbles, or wears through in patches within the warranty period
Assembly errors — wrong stone, wrong length, wrong base

Not covered, as these are normal characteristics of jewellery or the result of wear:

Gradual, even fading of plating over time with regular wear
Variation in how long a finish lasts, which is affected by individual skin chemistry and pH
Tarnishing or discolouration caused by perfume, lotion, hairspray, sunscreen, cleaning products, chlorine, or salt water
Scratches, dents, or bends from impact, being caught on clothing, or storage alongside other jewellery
Chains that tangle or kink through storage
Damage from attempted repair, resizing, or cleaning by anyone other than us
Loss of a piece, or of a stone dislodged by impact
Preference about size, weight, colour, or appearance

6. Materials and care

Our pieces are made with plated and fashion-jewellery materials rather than solid precious metal, and are described accurately on each product page. Plated jewellery is durable when cared for, but it is not permanent — the finish is a surface layer and will wear with time.

To get the most from your piece:

Put jewellery on last, after perfume, lotion, and hairspray
Take it off before showering, swimming, exercising, or sleeping
Wipe it with a soft dry cloth after wear
Store it dry, in the pouch provided, away from other pieces

Following this materially extends the life of the finish. Damage caused by not following it is not covered.

7. Warranty period

Manufacturing defects must be reported within 14 days of delivery.
Finish and workmanship claims — plating failure, clasp or setting failure, stone loss under normal wear — must be reported within 6 months of the purchase date.

Claims made after 6 months are treated as normal wear and are not eligible for repair, replacement, or credit. We're often still happy to quote you for a repair.

8. Sale and promotional items

Items bought on sale, on markdown, on clearance, or with a promotional discount greater than [X]% are final sale and cannot be returned or exchanged. Your rights in respect of faulty items are unaffected.

9. Gifts

If an order was marked as a gift and shipped directly to the recipient, any approved credit is issued to the recipient.

Otherwise, credit is issued to the person who placed and paid for the order.

10. Parcels lost or delayed in transit

Once a parcel leaves us, it's in the carrier's hands, but we won't leave you to deal with it alone.

Tracked as delivered but missing — check with neighbours and your building, then contact us. We'll open an investigation with the carrier.
Not moving in tracking — contact us after 10 business days for domestic parcels or 21 for international, and we'll chase it.
Confirmed lost by the carrier — we replace the piece or issue a full refund, your choice.

We strongly recommend shipping options with tracking. We cannot take responsibility for parcels sent to an incorrect or incomplete address supplied at checkout, so please check your address before confirming.

11. How to start a return

Email hello@eliray.co with your order number and the reason for the return. Please wait for our reply before sending anything back — returns received without prior authorization may be delayed or refused.

Once approved, send your return to:

Eliray — Returns 2855 158 Street Surrey, BC V3Z 0E5 Canada

Use a tracked service for returns valued over $75 CAD. Eliray is not responsible for returns lost or damaged on their way to us, and we can only process a return we actually receive.

12. Refunds, when they apply

Where a refund is due, it goes back to your original payment method. Once we approve it, allow 5–10 business days for it to appear — the timing depends on your bank or card issuer, not on us.

Original shipping charges are refunded only where the piece was faulty, damaged, or sent in error.

13. Duties, taxes, and international orders

Prices are shown in Canadian dollars. Orders shipped outside Canada may attract import duties, taxes, or customs handling fees charged by the destination country. These are the customer's responsibility and are not included in our prices or shipping charges.

Duties and taxes already paid are generally not recoverable from us on a return. If a parcel is refused at customs and returned to us, any credit will be net of shipping and duty costs incurred.

14. Your legal rights

This policy sits alongside your rights under Canadian consumer protection law, including the Business Practices and Consumer Protection Act (British Columbia) and equivalent legislation in other provinces. Consumers in Quebec have additional rights under the Consumer Protection Act.

Nothing in this policy limits or excludes any right you have under that legislation, including rights relating to goods that are not as described, not of acceptable quality, or not fit for their purpose. Where this policy conflicts with a right the law gives you, the law prevails.