Refund policy

Last updated 17 October 2026

If a piece bought online is not right, start a return within fourteen days of delivery and we will refund it in full. You do not need to give a reason. Return shipping is free, and there is no restocking fee.

The security tag

Every online order ships with a National Jewellers security tag attached to the piece. Leave it on until you are sure you are keeping the piece. If the tag is removed, the piece is final sale.

Starting a return

Start a return on our returns page, linked in the footer of our site and from the QR code on the card in your package, with your order number and email address. Once your request is approved, usually within one business day, you receive a prepaid return label and packing instructions.

Pack the piece in the box and packaging it arrived in, so the parcel weighs what it did when we sent it, and take it to the carrier within five days of receiving the label. Keep the carrier's receipt.

Returning in person

You can also return a delivered order at either of our stores, in Toronto or Oakville, during opening hours. We check it with you and refund it once the check is complete.

What we need back

• The piece, unworn beyond trying it on, in the condition it arrived.
• The security tag, still attached.
• Everything that came with it: box, papers, cards, booklets, dust bag or pouch, straps, locks and keys.
• Any links we removed from a watch bracelet.

How a return is checked

Before a piece leaves us, we photograph it, record its serial and reference numbers, stamps and hallmarks, and weigh it. We also weigh the packed parcel.

Your return label is issued at that weight, and the carrier may record its own weight when it accepts the parcel. Every return is opened on camera and checked against our dispatch record.

If a return does not match

If a parcel arrives empty, holds anything other than the piece we sent, or the piece does not match its recorded weight, we pause the refund while we investigate. We compare the piece, its serial and identifying marks, the photographs, the recorded weights, the carrier's records and our recording of the opening.

If the evidence shows that the piece we sent was not returned, no refund is due. We will share the photographs, recordings and weight records with you, and report suspected theft, substitution or fraud to the carrier, the payment provider and the police.

If the piece comes back worn, damaged, altered, or without everything it came with, we will show you what we found. We will then agree a partial refund with you, or send the piece back to you at our cost.

If the security tag has been removed, the piece is final sale, and we send it back to you at our cost.

While it travels back

Once the carrier has accepted the return under the label we supplied, loss or interference while it is in the carrier's possession is ours to resolve with the carrier, provided the carrier's acceptance record is consistent with the parcel you returned.

Refunds

Once a return passes its check, we refund everything you paid, including taxes, within two business days of the parcel arriving, and email you to confirm.

• Card or Shop Pay: refunded to the same card. Your bank may take five to ten business days to show it.
• Paid in person on our card terminal: refunded to the same card.
• Interac e-Transfer or wire: refunded to the account it came from.
• Store credit: refunded as store credit.
• Discount codes: we refund the amount you actually paid.

What cannot be returned

• A piece bought in one of our stores. You will have seen and handled it before buying.
• An online order collected from one of our stores. Inspect the piece at the counter before you take it. If it is not right, leave it with us and we will refund it in full. Once you take it, it is final sale. Orders delivered to you, by courier or by hand, stay returnable.
• A piece whose security tag has been removed.
• A piece altered at your request, such as a ring resized, a chain or bracelet shortened, or an engraving added. We will tell you in writing before any work begins that it makes the piece final sale. Taking links out of a watch bracelet is not an alteration.

Cancelling an order

Changed your mind before the piece ships? Email or call us and we will cancel the order and refund it in full. Once it has shipped, return it instead.

Orders delivered outside Canada

The same fourteen days apply. You arrange and pay for a tracked, signature-required return. The original shipping charge and any import duties or taxes are not refundable by us. We refund in Canadian dollars, the amount you paid, with no adjustment for exchange rates.

A pattern of returns

If an account's returns show a pattern, such as pieces worn and then sent back, we may decline further orders from it. A return caused by our mistake never counts.

Questions

Email info@nationaljewellers.ca, or call Toronto at (416) 900-9575 or Oakville at (289) 907-0600. Delivery is covered in our shipping policy.