Refund & Exchange Policy

Last Updated : July 14, 2026

At El Russo & Co., we are committed to providing exceptional quality, craftsmanship, and customer service. Due to the nature and value of fine jewelry and luxury timepieces, we ask that you carefully review our Refund & Exchange Policy before making your purchase.

Final Sale Items

The following items are considered final sale and are not eligible for refunds or exchanges unless they arrive damaged, defective, or materially different from the item ordered:

• Custom-designed or custom-made jewelry

• Personalized or engraved items

• Resized rings or altered jewelry

• Special-order or sourced items

• Clearance or marked final sale merchandise

Stock Jewelry Exchanges

For eligible stock jewelry, exchange requests may be considered within 7 days of delivery, subject to the following conditions:

• The item is unworn, unused, and in its original condition.

• All original packaging, certificates, documentation, and accessories are included.

• The item has not been resized, altered, or modified.

• The item passes inspection by El Russo & Co.

Exchange approval is at the sole discretion of El Russo & Co.

Customers are responsible for return shipping costs unless the exchange is due to our error or a verified product defect.

Luxury Watches

Luxury watches may be eligible for a refund, exchange, repair, or replacement only if:

• The watch received is materially different from the description.

• The watch is determined to be defective.

• The incorrect watch was shipped.

• The item arrived damaged during transit and the issue is reported promptly.

Requested or specially sourced timepieces are considered final sale.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the item, packaging, and shipping label

Our team will review your claim and work with you to provide an appropriate resolution, which may include a repair, replacement, exchange, or refund where applicable.

Inspection Process

All approved returns and exchanges are inspected upon receipt.

Items showing signs of wear, misuse, alteration, resizing, damage, missing components, or missing original packaging may not qualify for an exchange or refund.

Refund Processing

If a refund is approved, it will be issued to the original payment method after the inspection process has been completed.

Please allow several business days for your financial institution to process the refund after it has been issued.

Shipping

Customers are responsible for safely packaging returned merchandise.

We strongly recommend using a fully insured and trackable shipping service for all approved returns or exchanges.

El Russo & Co. is not responsible for return shipments lost or damaged in transit before they are received.

How to Request an Exchange or Report an Issue

Please contact our customer service team with:

• Your order number

• The item purchased

• The reason for your request

• Photographs, if applicable

Email: info@elrusso.com

Questions

If you have any questions regarding your purchase or this policy, please contact us before placing your order. We appreciate your trust in El Russo & Co. and are committed to providing an exceptional luxury shopping experience.