Returns & Claims Policy

Applies to wholesale orders placed with Turquoise Trade House. Last updated October 2026.

Wholesale sales are final, but if something arrives wrong, we will put it right.

Damaged, defective, missing or wrong items

• Report the problem within 7 days of delivery. Include your order or quote number, the item SKU, the quantity affected and clear photos or a short video (and of the packaging if it was damaged in transit).
• Once we confirm the issue, we will replace the item, credit your account or refund the affected items. If we ask for an item back, we pay the return shipping.
• Please don't send anything back before we give you return instructions. Parcels returned without an approval may not be processed.

What is not a defect

• Stone colour, matrix and pattern vary from piece to piece, and pieces may differ slightly from photos. Each piece is one of a kind.
• Copper and brass darken over time with air and handling. This is normal, and polishing restores the shine.
• Wear, damage or plating wear caused by use, alteration or resizing after delivery.

Returns for other reasons (ready-to-ship stock only)

If you change your mind about ready-to-ship stock, ask us within 14 days of delivery. Approved returns must be unworn, in original packaging and complete lots. The buyer pays return shipping, and a 15% restocking fee applies. Original shipping charges are not refundable.

Final sale items

These cannot be returned except for defects or errors reported as above:

• Custom designs, private-label and made-to-order items
• Items bought on a Sunday Crazy Deal or marked final sale
• Individual pieces split from a lot

Cancellations

• Ready-to-ship orders can be cancelled for a full refund until they ship.
• Made-to-order and custom orders can be cancelled free of charge before production starts. After production starts, the deposit is non-refundable.