The standard eligible return period is measured from confirmed delivery.
Returns & Refund Policy
Black Jack® Returns · Refunds · Exchanges
Returns, Refunds & Cancellations.
This policy explains when a return, refund, exchange or cancellation may be requested for purchases made through Black Jack LLC on brandblackjack.us, including supported international orders.
This policy should be read together with the Terms of Service, Shipping & Processing Policy, Payment Policy and Privacy Policy. Mandatory consumer rights in a buyer’s country may apply in addition to this policy and cannot be excluded where the law does not permit exclusion.
Last Updated: March 18, 2026
Worldwide Orders · Supported Destinations
Eligible Non-Custom Returns: 30 Days
Policy Summary
Before you return an item
01
30-Day Eligible Return WindowFor qualifying non-custom items after delivery.
02
Authorization RequiredContact Black Jack before sending any return.
03
Custom / Memory RestrictionsRights can change after production begins.
04
International RoutingUse only the return destination Black Jack provides.
Return Period & Eligibility
Eligible non-custom items may be returned within 30 calendar days of delivery.
The product should be unworn/unused and returned in the condition in which it was supplied.
Original packaging, certificates and other included materials should be returned where applicable.
Black Jack must approve the return and provide the correct routing before the customer ships it.
Official Return Process
Do not send jewelry back before the return is authorized.
Returns must be initiated through the official customer account system where available or by contacting Black Jack’s official support email.
01
Request the Return
Use your customer account return function where available or email memorydiamond@brandblackjack.us using the email associated with the order.
02
Order Verification
Black Jack reviews the order, product type, customization status, delivery date and eligibility.
03
Receive Return Instructions
The correct return address, reference and applicable shipping instructions are provided only after authorization.
04
Inspection & Resolution
After receipt, the returned item is inspected and the approved refund, exchange or other resolution is processed.
Important:
Returns sent without authorization, to the wrong country/address, or without the supplied
return reference may be delayed, refused or may not qualify for refund/exchange.
Custom & Memorial Orders
Some products become non-returnable once custom work begins.
Personalized jewelry, modified items and Memory Diamond orders can involve irreversible labor, laboratory allocation, custom parts or personal carbon processing. Those items therefore have different return and cancellation rules.
These exclusions apply except where mandatory law gives the customer a right that cannot legally be excluded.
If Personal Carbon Is Not Submitted
Refund eligibility depends on the documented production stage.
If a required personal carbon contribution is not submitted within the committed timeframe, the order may be held or reviewed for cancellation according to the production stage.
Before Production Allocation
If laboratory scheduling and production allocation have not started, cancellation may be eligible for refund after deduction of applicable administrative and payment processing costs where permitted by law.
After Allocation / Slot Reservation
If laboratory slot reservation, scheduling, compliance processing or preparation has begun, a Production Reservation Fee or other documented committed costs may be retained where permitted. The remaining eligible amount may be refunded.
After Custom Preparation Begins
If irreversible custom work has started—such as mount preparation, custom component production or other production steps—refund eligibility may be partial based on documented costs already incurred.
Production-stage evidence:
Black Jack may use order records, laboratory allocation records, supplier/manufacturing
records, design/production work and other documented status information to determine the
stage reached. No automatic product substitution is performed without explicit written
customer consent.
Worldwide Orders
International returns require destination-specific routing.
Black Jack sells to supported international markets. Cross-border returns can involve customs declarations, international carriers, import/export documentation and currency conversion, so customers must follow the return instructions provided for the specific order.
Do not automatically send an international return to the Black Jack LLC business address or any prior warehouse. Use only the approved return destination supplied for the case.
The customer may be required to identify the shipment correctly as a return and provide documents reasonably required by the carrier or customs authority.
Government or carrier import charges paid outside Black Jack checkout may not be refundable by Black Jack. Customers may need to request any eligible duty/tax refund from the relevant authority or carrier.
Customers in some countries may have statutory cancellation, withdrawal, conformity or refund rights. Those rights apply where legally mandatory, including any lawful exceptions for personalized/custom-made goods.
International return shipping:
Unless Black Jack confirms otherwise or applicable law requires Black Jack to bear the
cost, return shipping is the customer’s responsibility. Trackable and insured service is
strongly recommended for high-value jewelry.
Damaged, Incorrect or Delivery-Related Claims
Notify Black Jack promptly when an order arrives with a problem.
Black Jack asks customers to report a damaged or incorrect item within 48 hours of delivery.
Clear photos, video and packaging evidence may be requested to verify the reported issue.
For certain damage or missing-item claims, a continuous unboxing video may help verify the condition received.
For cross-border claims, retain carrier scans, customs notices, delivery photos and packaging until the case is resolved.
Order Cancellations
Cancellation should be requested as early as possible.
A cancellation request may be made within 24 hours after placing the order if the order has not shipped and subject to any custom-production work already started.
Even within the early cancellation period, laboratory allocation, design work or irreversible production can affect the refundable amount where documented and legally permitted.
Once the order has been dispatched, it can no longer be cancelled as an unshipped order. The applicable return process must be followed instead.
If cancellation occurs after export documentation or carrier handoff has begun, shipping/customs costs already incurred can affect the available resolution, subject to applicable law.
Exchange Policy
The original item must be returned and verified before replacement.
The original item must be returned according to the approved instructions before the exchange is processed.
The returned item must meet the applicable condition requirements and be successfully verified.
Any additional charge, credit or price adjustment for the replacement is communicated before the exchange is finalized.
For international exchanges, replacement shipping method, destination charges and any applicable customs treatment are confirmed as part of the exchange agreement.
Refund Processing
Approved refunds are returned to the original payment method.
Approved refunds are generally issued within approximately 7 business days after approval and/or return inspection where applicable.
| Refund Topic | Black Jack Policy | International / Multi-Currency Note |
|---|---|---|
| Original Payment Method | Approved refunds are normally issued to the original payment method. | The payment provider may take additional time to post the credit after Black Jack releases the refund. |
| Local Currency | Where the original transaction was processed in a supported local currency, the refund is sent through the payment platform against that original transaction. | Exchange-rate movement or bank/provider conversion can cause the amount shown in another account currency to differ from the original converted amount. |
| Shipping Fees | Original shipping charges are generally non-refundable unless Black Jack agrees otherwise or applicable law requires refund. | International express or other shipping charges already used may not be refundable. |
| Payment Processing Fees | Processor fees may be non-refundable where the processor retains them and applicable law permits the deduction. | The amount depends on the payment provider and transaction. |
| Import Duties / Taxes | Black Jack can refund only amounts actually collected by Black Jack where the refund is legally/contractually due. | Import duties, VAT/GST or brokerage paid directly to a government, customs authority or carrier may require a separate refund claim with that party. |
Chargebacks & Fraud Prevention
Order and production records may be used to respond to payment disputes.
Black Jack may submit relevant order records, written confirmations, payment records, production-allocation status, customization approvals, carrier tracking and delivery confirmation to payment providers, banks or dispute-resolution services in response to a payment dispute or chargeback.
This does not remove any valid right a customer has to dispute an unauthorized or
otherwise legally disputable transaction. It allows Black Jack to provide documented
information relevant to the payment provider’s review.
Related Policies
These pages may also affect your order.
Return & Refund Support
Contact Black Jack before shipping any return.
Include your order number, the email used at checkout, the item you want to return and the reason for the request. International customers should wait for the approved return destination and customs/routing instructions.
Black Jack aims to respond within 24–48 hours during published support days.
International consumer-rights notice: Black Jack sells to customers in multiple countries and regions. This policy is intended to provide a consistent commercial framework, but it does not exclude mandatory rights under applicable consumer law. Different rules can apply to defective goods, distance sales and custom/personalized products depending on the buyer’s country.