Effective Date: May 1, 2026
Every piece from Roen Handmade is made by hand, often one of a kind. We want you to love what you receive. If something isn’t right, here’s how we handle it.
Returns Window
You have 14 days from the day your order is delivered to request a return.
What Can Be Returned
- Standard, non-personalized pieces
- Items returned unworn, undamaged, and in their original packaging
What Cannot Be Returned
- Custom or personalized pieces (made-to-order, engraved, sized to spec) — these are final sale
- Pierced jewelry such as earrings, for hygiene reasons
- Items showing signs of wear, damage caused after delivery, or alteration
- Sale or clearance items, unless faulty
Damaged or Defective Items
If your piece arrives damaged, defective, or not as described, contact us within 7 days of delivery with photos. We’ll repair, replace, or refund the item at no cost to you, and we’ll cover return shipping.
How to Start a Return
- Email us at mjohnson@groundrushinc.com with your order number, the item you’d like to return, and the reason
- We’ll reply with return instructions and a return address within 2 business days
- Pack the item securely in its original packaging and ship it back — tracked shipping is recommended
Return Shipping
For standard returns (you changed your mind, didn’t fit, etc.), the buyer pays return shipping. For damaged, defective, or incorrect items, we cover return shipping.
Refunds
Once we receive and inspect your return, we will issue a refund to your original payment method within 5-7 business days. Original shipping charges are non-refundable unless the return is due to our error.
Exchanges
We’re a small studio, so we don’t offer direct swaps. To exchange a piece, please return the original and place a new order for the replacement. We’ll do our best to prioritize the new order.
Cancellations
If you need to cancel an order, please email us within 24 hours of placing it. After 24 hours, we may have already begun work on or shipped the piece, and we may not be able to cancel.
Questions
Email mjohnson@groundrushinc.com and we’ll help.