Return Policy

Refund & Return Policy

Returns

We offer both ready-to-ship and made-to-order pieces. Please review the policy below based on your purchase type:

Ready-to-Ship Items

Returns for non-custom pieces are accepted only if the original tag is intact. Once the tag is removed or damaged, the item becomes final sale, unless there is a verified quality issue.

Accepted quality issues include:

  • Broken clasps or closures upon arrival

  • Detached components not caused by wear

  • Significant structural flaws from production

To request a return for a defect, please contact us at info@betweendust.com within 7 days of delivery with your order number and clear, high-resolution photos. If confirmed, we will cover return shipping.

For returns due to personal reasons (e.g., change of mind), customers must:

  • Return the item in original or equivalent protective packaging

  • Cover the cost of return shipping

Please note: Each natural gemstone is one-of-a-kind and inherently valuable. Variations in color, texture, or pattern are natural and not considered defects.

We take great care during crafting and packaging, and conduct final quality checks before dispatch. To ensure fairness and transparency, we record the packing process of every order. 

Made-to-Order Items

All custom pieces are handmade and crafted with materials reserved for your specific order. As such, orders cannot be canceled once in progress, and all sales are final.

We do not accept returns due to sizing errors, change of mind, or personal preference. Items with removed or damaged tags marked "If tag removed, no returns accepted" are also ineligible for return, for reasons of hygiene and product integrity.

Repairs

We’re happy to repair items with confirmed manufacturing defects. Contact us at [your support email] within 7 days of delivery with your order number and photos of the issue.

Note:

  • Repairs do not cover wear, improper care, or accidental damage

  • Return shipping after approval is the customer’s responsibility

Refunds

Refunds are considered only for items with confirmed and unrecoverable defects. If approved, we may offer:

  • A one-time store credit

  • A partial refund

  • Or in rare cases, a full refund to the original payment method

Returned items must be shipped back in original or secure protective packaging. Items damaged during return transit due to improper packaging are not eligible for refund or replacement.

Contact

For questions or support, please email us at info@betweendust.com with your order number. We're here to help.