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Shipping & Returns

Shipping Policy

  1. Processing Time: We pride ourselves on our fast handling times. Orders for in-stock items will leave our facility within 1-2 business days of your purchase. Please note that the actual delivery time will depend on the shipping method chosen and external shipping providers. Due to current shipping challenges, it might take longer than expected for your jewelry to arrive. We appreciate your patience.

  2. Custom Orders: Custom pieces are uniquely handcrafted according to your specifications. Given the bespoke nature of these items, they may require a minimum of one week or longer to create, depending on the design intricacy and materials chosen. Once crafted, they will be shipped within the standard processing time of 1-2 business days.

  3. Down Payment for Custom Items: A 50% down payment is required upon order placement for custom pieces. This fee is used to secure materials and initiate the crafting process.

  4. Shipping Insurance: For all custom orders, we mandate the purchase of package insurance. This protects both you and us from potential mishaps during shipping.

Return & Exchange Policy

  1. General Returns: Items purchased at full price may be returned within 30 days from the date of receipt for a full refund, provided they are in original condition, unused, and with all original packaging intact. Refunds will be processed to the original method of payment.

  2. Returns of Custom Items: We understand the importance of meeting your expectations. If the custom piece you receive does not adhere to the agreed-upon specifications, we accept returns for such items. Please contact us within 7 days of receiving the item with photographic evidence and a description of the discrepancies.

  3. Damaged Items: We take extreme care in packaging and shipping our pieces to ensure they reach you in perfect condition. If you receive a broken item, please inform us within 48 hours of delivery with photographic evidence. Returns for items broken during shipment will be accepted. Unfortunately, we cannot accept returns for jewelry that is broken after receiving unless it arrived in that condition.

  4. Repairs: Accidents happen, and while we craft our jewelry to be durable, we understand that sometimes repairs might be necessary. We offer a repair service, and the cost will be determined based on the nature of the damage and the repair work required. Kindly reach out to us with details, and we'll provide a quote.

  5. Returns Process: Please ensure you contact our customer service before returning any item. This helps us track and process your return efficiently. Items should be returned in their original packaging.

  6. Refunds: Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. This process can take up to 10 business days.

  7. Items Lost in the Mail: Upon notification from a customer that an order has not been received, we will initiate an investigation with the shipping carrier. This process may take up to 10-15 business days as we work with the carrier to locate your package. f the shipping carrier confirms that the package was lost in transit and it cannot be recovered, we will either resend the item(s) at no additional cost to you or issue a full refund for the total purchase price, based on your preference. If a refund is issued, it will be processed within 5-7 business days after the carrier confirms the loss. The refund will be applied to the original payment method used for the order. Please note that we can only issue a refund or replacement for lost items after the shipping carrier has officially confirmed the loss. We appreciate your patience during this process. We are not responsible for lost orders due to incorrect address information provided by the customer. Please ensure that your shipping address is accurate and complete at the time of purchase. SolRay™ reserves the right to refuse a refund or replacement for lost items if we find evidence of fraud or if the customer fails to cooperate with our investigation. If your package is missing, please notify our customer service team as soon as possible. You can reach us at sales.solray@gmail.com or 267-907-8348.

  8. Sale items are final sale and not eligible for return or exchange.

  9. Exceptions: All returns are subject to validation and approval at our discretion. We reserve the right to limit or refuse a return if we find misuse or signs of wear

Note: Shipping fees are non-refundable, and customers are responsible for return shipping costs unless the item arrived damaged or did not meet the agreed-upon specifications.

By placing an order with SolRay Biophysics, you agree to the terms set out in this Shipping and Returns Policy. Thank you for your understanding, and we look forward to crafting beautiful jewelry just for you!

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