Returns & Refund Policy
Last Updated: March 18, 2026
This policy explains when returns, refunds, exchanges, or cancellations may be requested for purchases made through Black Jack LLC on BrandBlackJack.us. This policy must be read together with our Terms of Service and Privacy Policy.
Return Period
Returns are accepted within 30 days of delivery.
How to Start a Return (Official Process)
All returns must be initiated through the official customer account system or by contacting our official support email.
- Log in using the same email used at checkout and open a return request from your customer account panel; or
- Email our support team to request assistance with initiating the return.
- Returns shipped without authorization may be refused or may not qualify for refund or exchange.
Official support email: memorydiamond@brandblackjack.us
Return instructions and the correct return routing are provided only after approval and verification to prevent misdelivery, fraud, and unauthorized returns.
Return Eligibility (Non-Custom Items Only)
Eligible non-customized items may be returned within 30 calendar days from delivery.
Item must be unused and in original condition
Original packaging, certificate, and included materials must be returned
Return authorization must be obtained prior to shipping
Non-Returnable / Non-Refundable Items
The following items are not eligible for return or refund (except where required by applicable law):
- Customized or personalized jewelry
- Engraved, resized, or modified items
- Made-to-order items and custom projects once production begins
- Memorial products involving personal carbon contribution and laboratory processing once production begins
- Items already in production or completed as a custom build
If Personal Carbon Is Not Submitted (Company-Controlled Refund Structure)
If the required personal carbon contribution is not submitted within the committed timeframe, the order may be placed on hold or processed for cancellation under the following staged refund structure.
Stage A – Before Production Allocation
If laboratory scheduling and production allocation have not started, a cancellation may be eligible for refund minus administrative and payment processing fees.
Stage B – After Allocation / Slot Reservation
If a laboratory slot reservation, scheduling, compliance processing, or preparation has begun, a Production Reservation Fee may be retained to cover allocated costs. The remaining amount may be refunded to the original payment method.
Stage C – After Custom Preparation Begins
If custom preparation has started (such as mount preparation for jewelry orders, custom component production, or related irreversible steps), refunds may be partial based on documented costs already incurred.
No automatic product substitution is performed without explicit written customer consent.
Return Shipping Responsibility
- Return shipping costs are the responsibility of the customer unless otherwise required by law.
- Trackable and insured shipping is strongly recommended for high-value items.
- We are not responsible for lost or damaged return shipments sent by the customer.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, you must notify us within 48 hours of delivery.
- Clear photos/video may be required for verification.
- Continuous unboxing video may be requested for damage claims.
Order Cancellations
You may request to cancel your order within 24 hours of placing it, as long as it has not been shipped.
If the order has already been dispatched, it can no longer be canceled, and our standard return policy will apply instead.
Exchange Policy
If a customer requests an exchange, the original (old) item must be returned to us first. Once we receive and verify the returned product, we will proceed with the exchange.
The replacement (new) item will be shipped based on mutual agreement between the buyer and seller, including product availability and any applicable price differences.
Please note:
- The returned item must be in its original condition.
- Exchange will only be processed after successful verification.
- Any additional charges or adjustments will be communicated during the exchange process.
Chargebacks & Fraud Prevention
We reserve the right to submit order records, written confirmations, production allocation status, and delivery confirmation to payment providers in the event of disputes or chargebacks.
Refund Processing
Approved refunds are issued to the original payment method within 7 business days after approval and/or return inspection (where applicable).
Shipping fees are non-refundable unless required by applicable law.
Payment processing fees may be non-refundable where imposed by the payment processor.
Contact Us
Company Name: Black Jack LLC
Phone: +1 (646) 685-7197
Email: memorydiamond@brandblackjack.us
Address: 1309 Coffeen Avenue, STE 12680,
Sheridan, Wyoming 82801, United States
EIN No: 32-0756613
Working Days/Hours: Mon – Sat / 9:30 AM – 6:30 PM EST
Response Time: We aim to respond within 24 to 48 hours