Returns and Exchanges

We, at Richards & West, Inc., want you to be satisfied with your purchase. Therefore, you may elect to return or exchange your piece of fine jewelry within 30 business days after you receive your product and we will issue a refund minus the shipping charges. Please note that items showing signs of wear or those that have been engraved, altered, resized, holding cremains or damaged in any way cannot be accepted for return.

Some exclusions may apply. Returns may be sent to our Customer Service Department, or you may take your return to our retail store.

A refund will be made to the purchaser upon request if payment has been received. Gift recipients are entitled to a nonrefundable merchandise credit. To return or exchange your purchase, please follow these instructions:

  1. Email our Customer Service Department at or call a Representative at 1-800-234-9378 and you will be given a Return Authorization Number (a return can not be processed without obtaining a RA number first)
  2. Package your item securely including all original packing and collateral items. Include your name, address, phone number and email address.
  3. Insurance is the responsibility of the individual. Both FedEx and UPS will not insure jewelry valued at over $600. Look on the invoice. If the price of the item you are returning is listed as:

- Under $600 – you can ship it via any carrier, but be sure to ship it fully insured and request a return receipt for confirmation that the package was received
-Over $600 – Ship your package via US Postal Service Registered mail insured for the total value of the contents. Also, request a return receipt for confirmation that your shipment has reached Richards & West, Inc.

All authorized returns should be sent to Richards & West, Inc. at:
Richards & West, Inc.
501 West Commercial Street
East Rochester, New York 14445

Please follow these instructions exactly, failure to do so will prevent the processing of your return.

Please allow 7 business days for the processing of your return or exchange from the date we receive your package. Additionally, refunds on your credit card may take an additional 3 -5 business days to appear on your credit record as your banking institution may require additional days to process and post the transaction to your account once the information is received from Richards & West, Inc.

You may take your return our retail store...
Richards & West, Inc.
501 West Commercial Street
East Rochester, New York 14445

Our store hours are:
Monday through Friday 9:00am-5:00pm ET
Thursday 9:00am-7:00pm ET
We are closed on Saturday and Sunday except during the holiday season

If you have any questions, please contact Customer Service at 1-800-234-9378. Representatives are available 9:00AM-5:00PM EST Monday-Friday. We are closed Saturday and Sunday. If you leave a message after hours, a representative will contact you the next day.

Special Orders

When you place a special order, you have committed to the item. Please note that special orders are outside the scope of regular designed production and are both non-refundable and non-exchangeable from the time the order is placed. Special Orders may be canceled only within 48 hours of being placed

Gift Wrapping

All purchases arrive in a black gift box, tied with a teal satin ribbon. At the checkout process you will have the option of writing a gift message for each item in your order which will arrive with your gift package, enclosed in a white envelope. If you choose not to write a gift message, one blank card per recipient will be included in your order.

Gift Message

You will be given the opportunity to create a personalized message at checkout. The message, enclosed in a white envelope, will arrive with your gift package. The package will not have any other additional form identifying you as the giver. For this reason, we encourage you to at least enter your name on the gift message.

Richards & West, Inc. invites you to express yourself with a customized gift message to accompany your purchase. Please refrain from using objectionable words, phrases and obscenities in your message. Richards & West, Inc. reserves the right to remove any such objectionable words or phrases from your personalized messages. Please contact Customer Service at 1-800-234-9378 if you have any questions regarding this policy.