Refund policy
Last Updated: August 20, 2026
At Vienna Windsor, every piece of jewelry is individually crafted to order using premium lab-grown diamonds and precious metals. Unlike traditional jewelry retailers that build significant retail markups into their pricing to account for inventory, returns, and other overhead, our made-to-order model allows us to offer exceptional diamond quality at more competitive prices.
Because each piece is produced specifically for your order and our pricing model is designed around this approach, we do not issue cash refunds or refunds to the original form of payment for eligible returns. Approved returns are issued as Vienna Windsor store credit, except where otherwise required by applicable law.
Please review this Return & Store Credit Policy carefully before placing your order.
1. Return Eligibility
You may request a return within 30 days of receiving your order.
To qualify for a return, your item must:
Be unworn and unused.
Be in its original condition.
Include all original packaging, certificates, and accessories.
Not show signs of wear, damage, alteration, resizing, or misuse.
Be accompanied by proof of purchase.
All returns require prior authorization from Vienna Windsor.
Returns sent without prior approval will not be accepted.
To begin a return, please contact support@viennawindsor.com.
2. Store Credit
Eligible returns are issued as Vienna Windsor store credit only. We do not issue cash refunds or refunds to the original payment method, except where required by applicable law.
Once an eligible return has been received and inspected, store credit will be issued for the approved value of the returned merchandise.
Store credit may be used toward a future purchase from Vienna Windsor and is not redeemable for cash.
Original shipping charges, expedited shipping fees, customs duties, taxes, insurance charges, and other non-product fees are generally not included in store credit unless required by applicable law or the return is the result of an error by Vienna Windsor.
3. Why We Offer Store Credit
Vienna Windsor operates differently from traditional jewelry retailers. Our pieces are individually produced to order rather than purchased in bulk and held as finished inventory, allowing us to reduce inventory costs and traditional retail markups.
This model allows us to offer premium lab-grown diamonds and fine jewelry at pricing that more closely reflects the cost of the jewelry itself. In exchange, we maintain a store-credit return policy rather than building the cost of cash refunds and returned inventory into every customer's purchase price.
Our goal is simple: better diamonds, more transparent pricing, and less of the traditional jewelry markup.
4. Return Shipping
Once your return request has been approved, we will provide instructions for returning your item.
Customers are responsible for securely packaging returned merchandise and using a fully insured, trackable shipping service.
Vienna Windsor is not responsible for returns that are lost, stolen, or damaged during transit.
5. Inspection of Returns
Every returned item is carefully inspected upon receipt.
If a returned product does not satisfy the conditions outlined in this policy, we reserve the right to refuse the return and return the item to the customer at the customer's expense.
6. Non-Returnable Items
Because many Vienna Windsor pieces are individually made to order, certain products are not eligible for return or store credit, including:
Custom or bespoke jewelry
Personalized or engraved items
Made-to-order products specifically designated as non-returnable
Special order items
Gift cards
Final sale or clearance items
Products that have been resized, modified, repaired, or altered by anyone other than Vienna Windsor
Products showing signs of wear, damage, misuse, or improper care
Items returned without their original packaging, certificates, or accessories
We reserve the right to refuse any return that does not meet the conditions outlined in this policy.
7. Exchanges
Because every Vienna Windsor piece is individually crafted to order, we do not offer direct exchanges.
If you wish to purchase a different style, metal color, carat weight, or design, you may return an eligible item for store credit in accordance with this policy and apply that credit toward a new order.
Custom, bespoke, engraved, personalized, and other non-returnable items are not eligible for exchange or store credit unless otherwise required by applicable law.
8. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
A damaged item
A defective item
An incorrect item
please notify us at support@viennawindsor.com within 7 days of delivery.
We may request photographs, packaging, certificates, or other information necessary to evaluate the issue.
If we determine that an item arrived damaged, defective, or materially different from what was ordered, Vienna Windsor may, as appropriate, repair or replace the item, issue store credit, or provide another remedy required by applicable law.
9. European Union & Other Consumer Rights
Customers in certain jurisdictions, including the European Union and United Kingdom, may have statutory cancellation, return, refund, warranty, or other consumer rights that cannot be waived or limited by this policy.
Where applicable law provides rights or remedies that conflict with this policy, those mandatory legal rights will apply.
Nothing in this policy is intended to limit any non-waivable rights available to you under applicable consumer protection law.
10. Fraud Prevention
To protect both our customers and our business, Vienna Windsor reserves the right to deny a return or store credit where we reasonably believe:
The item has been worn or used.
The product has been altered after delivery.
A diamond, gemstone, or component has been replaced or tampered with.
The return request is fraudulent.
The customer has engaged in excessive or abusive return activity.
11. Contact Us
If you have any questions regarding this Return & Store Credit Policy or wish to initiate a return, please contact us.
Maiden Labs LLC
30 N Gould St STE R
Sheridan, WY 82801
United States
Email: support@viennawindsor.com
© 2026 Maiden Labs LLC. All rights reserved.