Return Policy

Returns and Exchanges

We want you to be completely happy with your order. If for any reason you are not satisfied with your purchase, we will gladly offer:
•    An Exchange (excluding any packaging, shipping or handling charges) of JOHN HARDY Store Credit in the form of a gift certificate for product(s) returned within 30 days after receiving your order.
•    A Refund (excluding any packaging, shipping or handling charges) to the original credit card used for payment for product(s) returned within 30 days after receiving your order. 

To Exchange or Refund, please read our Return Policy and follow the Return Instructions below to submit your Return Request online.
Please note that JOHN HARDY does not accept the return for or offer refunds for Special or Made to Order products, JOHN HARDY e-Gift Cards or Store Credit.
 

Please contact our online customer service team if you have any questions.

U.S. online orders

Phone: 1-888-838-3022
Email Address: eshop.usa@johnhardy.com
Office Hours: 9:00am – 5:00pm EST (Monday – Friday)

Canada online orders

Phone: 1-888 -838-3022
Email Address: eshop.int@johnhardy.com
Office Hours: 9:00am – 5:00pm EST (Monday – Friday)

Hong Kong online orders

Phone: +66 (0) 2440 1170  Extension 1408
Email Address: eshop.int@johnhardy.com
Office Hours: 8:30am to 6:30pm GMT+7 (Monday – Friday)

Australia and International online orders

Phone: +66 (0) 2440 1170  Extension 1408
Email Address: eshop.int@johnhardy.com
Office Hours: 8:30am to 6:30pm GMT+7 (Monday – Friday)

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How to Return your JOHN HARDY order

Returned merchandise must include the original packaging and tags and must be in the same condition as when it was received. Used merchandise cannot be returned unless it is defective.


U.S. online orders
In order to return your JOHN HARDY merchandise, you must obtain and use a Return Authorization (RA) number.

Guest customers: Please select ORDER STATUS in the footer or LOG IN / ACCOUNT in the header.  You will be required to have your order number, email address and billing zip code used to place the order. 

Registered customers: Please sign in to your ACCOUNT and visit the ORDER HISTORY section to submit a Return Request online using the option that best suits you. You may also you the guest option above. 

For assistance with your return please contact our customer service team at eshop.usa@johnhardy.com
Please make sure you send the product(s) within 14 days after your request has been approved with the RA Number, the Return Label and the Packing List (which can be downloaded from the link provided in the return request authorization email).


The returned product(s) must be:

  • In the same condition as at the time of receipt
  • In the original JOHN HARDY packaging 
  • Include the Return Authorization (RA) Number provided by our Customer Service team
  • Please include the Packing List placed inside the box
  • Please attach the Return Label to the outside of the box 
  • We recommend insuring and shipping the package with FedEx or UPS for sending your return back to us 
  • Send your package to the address below


Address:    JOHN HARDY USA Inc. 
Starrett-Lehigh Building
601 West 26th Street
19th Floor
New York, NY 10001 USA
Phones:    1-888-838-3022

We will send you email updates regarding the status of your return request, including when your request is completed. 
JOHN HARDY recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to JOHN HARDY or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. JOHN HARDY cannot be held liable for products lost or damaged in transit for returns.


Non-U.S. online orders
For assistance with your international return please contact our customer service team at eshop.int@johnhardy.com.

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How to Receive a Refund

Refunds to a credit card can be requested for product(s) within 30 days after receiving your order. The refund can only be issued to the original credit card used for payment. Refunds to a credit card cannot be made for orders paid by an e-Gift Card or JOHN HARDY Store Credit.


If you wish to get a refund to your credit card, please follow the Return Instructions below to submit a Return Request online with the option: REFUND TO CC. A confirmation email will be sent to you via email at the time of the request. An Authorization of your Return Request will be emailed to you within 48 hours with a packing slip and instructions on how to send the product(s) back to us. Once your returned product(s) have been received by our office we will issue a refund for the returned product(s) (excluding any packaging, shipping or handling charges) to the original credit card used for payment. Please be advised that it will take up 10-12 business days for the refund to reflect on your credit card statement.

 

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How to Replace Incorrect or Defective Products

If you receive an incorrect or damaged product, please contact our online customer service team immediately. If your package arrives and is significantly damaged during delivery, please do not open the package and contact our online customer service team at your earliest convenience.

An Authorization of your Return Request will be sent to you via email with detailed instructions. Once we have received the original product(s), we will process a replacement order on your behalf.

U.S. orders

We will provide a pre-paid shipping label for you to return the product(s) to our New York office. Please send us an email at eshop.usa@johnhardy.com.

Non-U.S. orders

Please insure your package for safe return to our Hong Kong office. Please email us at eshop.int@johnhardy.com for further assistance.

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How to Exchange Products

You may exchange a product for a different size or style within 30 days after receiving your order, based on stock availability. Please note that certain styles or sizes may require a special order to be placed or may not be available at the time of purchase. You may contact customer service prior to confirm availability. 
If you wish to exchange your product(s), please follow the Return Instructions below to submit a Return Request online with the option:  GIFT CERTIFICATE FOR FUTURE PURCHASE.  You may include exchange instructions in the comment box for our customer service team. A confirmation email will be sent to you via email at the time of the request. An Authorization of your Return Request will be emailed to you within 48 hours with a packing slip and instructions on how to send the product(s) back to us. Once your returned product(s) have been received by our office we will issue you a store credit in the form of a Gift Certificate.  This unique gift certificate code will be emailed to you for use during checkout as payment. The JOHN HARDY Store Credit will be valid for one year from the issue date. Please be advised that you will need to pay any cost difference, additional shipping and taxes if required. 
If you received the product(s) as a gift and do not want to return/exchange the product(s) under the purchaser's account, we will only be able to offer you JOHN HARDY Store Credit. You are required to create an account if you don't have one. In order to process the gift exchange, we will need either the order confirmation number or the original purchaser's full name to verify that the order was made online.  You will be required to contact our customer service team to help with this gift exchange.  Once your returned product(s) have been received by our office we will issue you a store credit in the form of a Gift Certificate.  This unique gift certificate code will be emailed to you for you to use during checkout as payment. The JOHN HARDY Store Credit will be valid for one year from the issue date. Please be advised that you will need to pay any cost difference, additional shipping and taxes if required.  Unfortunately, we will not be able to give a refund for the remainder if the cost of the exchange product is less than the Store Credit issued.
For further assistance please contact our customer service team at eshop.usa@johnhardy.com or you may call us at (888) 838-3022. 

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Special Order Information

Special order products will be labeled accordingly. Special order items are made to order and will take approximately 6 to 10 weeks to produce. Special order items cannot be returned.
Note: The terms and conditions in the JOHN HARDY Return Policy pertain only to purchases made directly through the JOHN HARDY Online Boutique. Any purchase of JOHN HARDY products made outside of the JOHN HARDY Online Boutique is subject to the terms and conditions set forth by the JOHN HARDY authorized retailer.

Warranty Information

JOHN HARDY warranty policy covers basic repairs and manufacturing defects for one year. A sales receipt must be provided from a JOHN HARDY authorized retailer for this warranty to be valid.
 

ONE YEAR MANUFACTURING DEFECT

Jewelry returned within 30 days of purchase for a manufacturing defect, will either be replaced by JOHN HARDY or an authorized JOHN HARDY retailer. After 30 days from the purchase date, the jewelry will be repaired. This warranty is void if the jewelry has been purchased by an unauthorized retailer. This warranty is void if the jewelry has been damaged by accident, negligence, unauthorized service or other factors not due to defects in material or workmanship. All jewelry sent in under warranty must include a sales receipt.


LOST PIECES

A lost piece is not considered as a manufacturing defect. If the jewelry closing mechanism is compromised in anyway, the customer must send it back as a repair.

STONE PIECES

Only pavé stones are under a one year warranty. All other stones are not covered under warranty and must be paid for.

LEATHER PIECES

Jewelry containing leather is not made to be worn in water. This warranty is void if the leather jewelry has been damaged by water.


ELECTROFORM GOLD

Electroform Gold One year manufacturing defect warranty covers the following:

• Broken post

• Missing Pavé Diamonds

• Broken Clasp

Only polish by hand as machine polishing can damage the product.

Electroform items cannot be sized. Dented items need to be reviewed by the repair team and based on the assessment of the dent, the item will be addressed on a case by case basis. Improper repair or warranty service performed by someone other than JOHN HARDY or an unauthorized JOHN HARDY retailer will void this warranty. Please make sure you register your repair online before sending it to us.

Have a Question?

You may contact customer service
in the US Monday - Friday from
9:00AM to 5:00PM EST toll-free
by calling +1-888-838-3022.

You can also send us a message
and we will get back to you
within 2 business days.

Thanks for submitting your question. We'll get back to you shortly.