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Repairs + Exchanges


What is your repair policy?

Mackenzie Jones Designs offers a lifetime warranty on regular price items.

Jewellery is warranted against breakage or malfunction under normal use due to defects in material or workmanship.

We will repair or replace our jewellery free of charge one time under these conditions.

We do not cover the cost of return shipping back to us for repairs; however, we will ship repaired items back to you with tracking, free of charge.

We are not responsible for items damaged through unusual forces, including but not limited to; vehicles, animals, tools, machinery or extreme chemicals.  

Repairs or replacements are offered for a fee in unusual instances. If you are unsure, please submit a Repair Form here and we can evaluate your circumstances together.  

See below for full repair procedures.

 

What is your exchange policy?

Jewellery items can be exchanged within 90 days of the initial ship date or purchase date. During the holiday season this date is extended to January 15th to allow for gifted exchanges.

To be eligible for an exchange, your item must be unused, unworn and in the same condition that you received it. It must also be in the original packaging.

Customers are responsible for the cost of exchange shipping back to us. Exchanges are returned to customers via regular, untracked letter mail. If you would like tracked shipping, exchange shipping can be purchased here or included with your return package.

Important note: Exchange shipping back to customers in the United States and outside of Canada must be purchased as exchanges will not be accepted without it. International Exchange Shipping can be purchased here.

The returned package must include:

The receipt, all original packaging, completed Exchange Form, and Authorization Code written on the outside of the package.

Please see below for full exchange procedures.

 

How to repair or exchange an item?

Fill out our Repairs/Exchanges Form with your name, order number/receipt number, email address and return address.

Once we receive your completed form, we will send you a confirmation email and further directions. You will receive a follow up email when your item is received.

Please use your order's original packaging or a small box within a bubble mailer envelope when sending the item(s) back to us to avoid any damage to the item(s). Mackenzie Jones reserves the right to refuse a return package if return instructions are not followed and if the contents of the package were visibly damaged in transit due to improper packaging. Loose items in flat envelopes will not be accepted.

Please note:

    • Repairs - tracked return shipping back to you is covered for free.
    • Exchanges within Canada - returned via regular, untracked mail. If you would like tracking, exchange shipping can be purchased here.
    • Exchanges outside of Canada - exchange shipping must be purchased in order for your item(s) to be returned to you.

We are not responsible for items lost or stolen in the mail.

Please below for full terms + conditions.

 

How long will it take to get my repair/exchange?

Once you have mailed your jewellery to us, please expect one to two weeks before we receive it at our studio, depending on your shipping choice and your location.

Once we have received it, we will email you to confirm its delivery to us. Please allow two weeks for us to repair/exchange your piece.

Repairs received during peak seasons may take longer than usual to process.

Repair delivery is free, you will receive a tracking number when we dispatch your repair.

Exchange delivery is untracked and may take up to 21 days to arrive.

Tracked exchange shipping back to you can be purchased here.

What if I would like to return an item?

We want to you love your new piece, so please contact us to see if there is anything we can do to help, whether that be an exchange for another item or size.

To be eligible for a return, your item must be unused, unworn and in the same condition that you received it. It must also be in the original packaging. Only regular priced items may be refunded, Final Sale items and Custom Orders are not eligible for refunds.

Returns can be processed as follows:

Within 21 days of purchase

    • Item will be refunded minus a restocking fee after being returned to us.

After 21 days of purchase

    • Item will be refunded in the form of a shop credit minus a restocking fee after being returned to us.
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  • To complete your return, we require a receipt or proof of purchase. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

For your security, we recommend shipping your package with a carrier that can provide you with a tracking number as Mackenzie Jones is not responsible for items lost or stolen in the mail.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-5 business days of receiving your return.

Gifts

    • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
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  • Please See Terms + Conditions for full details.

What is your warranty?

Mackenzie Jones Designs offers a lifetime warranty on regular price items purchased at our markets and on our website. Jewellery is warranted to the original consumer/purchaser/ recipient against breakage or malfunction under normal use due to defects in material or workmanship.

We will repair or replace any defective Mackenzie Jones jewellery one time with the same or a comparable item.

If you purchased Mackenzie Jones jewellery from a third-party store or retailer, these items are also covered under warranty. Original receipts are requested but not required; however, we know our work well and have the right to refuse a repair if we believe it is not Mackenzie Jones jewellery.

We are not responsible for items damaged through unusual forces, including but not limited to; vehicles, animals, tools, machinery or extreme chemicals.  

We will not replace lost or stolen items.

Terms + Conditions

Mackenzie Jones has the right to refuse a request if:

    • The item has previously been repaired or altered by an outside source.
    • The Authorization Code is not clearly visible on the package.
    • Exchange shipping was not purchased for exchanges back to customers outside of Canada.
    • Package has customs or duties charges.

Specifically, for returns and exchanges:

    • Package does not contain original packaging, receipt or order number.
    • Item has been worn or damaged.
    • Item is sent outside of the appropriate timeframe.
      • Exchanges - 90 Days
      • Returns - 21 Days

Additional fees that may apply:

    • Any item being returned to us is subject to a restocking fee.
    • International exchanges/repairs must have purchased return shipping.
    • Repairs that extend beyond normal wear or workmanship may be subject to a repair or replacement fee.

Exclusions:

    • Final Sale Items and Custom Orders are not eligible for return or exchange.