Refund policy
Returns and Refunds
Last updated: September 9, 2026
This policy applies to purchases from Mazalito NYC LLC, trading as Mazalito ("Mazalito", "we", "us"). It covers what can be returned, how long you have, and what it costs you.
The window
30 days from delivery for orders shipped within the United States. The date we use is the carrier's delivery confirmation, not the order date. Within that window, a U.S. order can come back for a refund, store credit, or exchange.
Holiday purchases: anything bought between November 1 and December 31 gets an extended window — 45 days from delivery
International orders are final sale — we cannot accept returns or exchanges from outside the U.S. at this time.
What comes back
A piece is returnable if it is unworn, undamaged, and arrives with everything it left with — the box, any grading report, intact tags, and any complimentary gift. A grading report that does not come back with the piece is charged at the cost of replacing it, because a stone without its report is a different item to sell.
These are not returnable:
- Pieces showing wear or damage.
- Anything customized — engraved, embossed, or resized. A piece altered to your specification exists because you asked for it.
- Custom projects. Bespoke work made against your approved design — governed by the custom agreement, not this policy.
- Final-sale items, marked as such on the product page before you buy.
How to start a return
- Email returns@mazalitonyc.com with your order number.We reply with a prepaid, insured FedEx return label. A flat $50 label fee is deducted from your refund; it is waived if the return is the result of our error or a defect. Exchanges ship free both ways.”
- Pack the piece in its original box, inside a plain outer carton. Do not write "jewelry", "diamond", or our name on the outside of the parcel.
- Hand it to the carrier at a staffed counter and keep the receipt. Do not leave it in a drop box.
There is no restocking fee on stock pieces.
Refunds
Once the piece is back with us it goes for inspection against the original specification — weight, stone, metal, and report number. That takes up to 5 business days. We are checking that what came back is what went out; on a diamond that is not a formality.
We reply with a prepaid, insured FedEx return label. A flat $50 label fee is deducted from your refund; it is waived if the return is the result of our error or a defect.
After it clears, we refund to your original payment method less the $50 label fee within 5 business days. Your bank decides when it appears on your statement, which is typically another 3 to 10 business days. We do not control that part.
Original shipping charges are refunded only if the return is the result of our error or a defect.
Exchanges
Exchange within the same window on the same terms. Email returns@mazalitonyc.com and tell us what you would rather have. If the new piece costs more, you pay the difference; if it costs less, we refund it. The return label is free on an exchange.
If it arrives damaged or wrong
Tell us within 48 hours of delivery and send photographs of the piece and the packaging. We cover return shipping and either replace the piece or refund it in full, your choice. The 48 hours matters because carrier claims have deadlines and we cannot file one late.
Repairs and warranty
Manufacturing defects are covered for one year from delivery — a failure in how the piece was made, not normal wear, impact damage, chemical damage, or work done by another jeweler. Warranty repairs are free; you cover shipping to us. Full details are on our Warranty & Repairs page.
Cancelling an order
Stock pieces can be cancelled any time before the parcel ships — email orders@mazalitonyc.com. Made-to-order and custom pieces can be cancelled before production begins. Once production begins, the deposit is non-refundable, because the metal has been bought and the labor booked.
Reaching us
Mazalito NYC LLC
76 W 47th Street
New York, NY 10036
646-881-1881
returns@mazalitonyc.com
Walk-ins welcome: Mon–Thu 10:30 am–6:30 pm · Fri 10:30 am–two hours before sundown · Sun 11 am–5 pm · Sat closed