We at Jewelry Television® want you to be completely satisfied with your purchase. If you are not totally satisfied, just send it back in its condition “as shipped” to you within 30 days from the date of receipt for an exchange or a refund for the price of the item. For orders made under the StretchPay™ Installment Payment Program, you will receive a refund for the installment payments JTV has collected at the time we receive your item(s). Note: We follow standard CD and DVD return policies. CDs and DVDs are nonreturnable if the cellophane is opened. Jewelry that has been sized or otherwise altered in any manner by another jeweler or sold as non-returnable cannot be returned. Shipping and handling fees are nonrefundable.
To return an item:
Step 1: Complete the return form included as part of your invoice: Detach the topmost portion of the invoice and retain for your records. Select your reason for return, exchange or repair and include the form in the return merchandise package. The return form must be included in your return package to receive proper credit.
(If ordering online, please remember to print a copy of your invoice from the Receipt page by hitting the Print Receipt button after purchase. Anytime thereafter, you may access your invoice information by using the Order Status tool located at the top of the homepage, or in the confirmation email we sent you shortly after purchase. You may download the Return Information here.)
Step 2: Package your return: If possible, use the original packing and completely remove or cover the original shipping label. Seal the package securely with packaging tape.
Step 3: Shipping your return: If your order is over $499.00, or if you prefer not to use the SmartLabel, option 2 should be used.
Option 1: SmartLabel by Newgistics – Most Convenient - This service is not included on items over $499.00
A charge of $6.99 will be deducted from your return credit amount. When using the SmartLabel, there is no upfront postage or insurance charge.
Option 2: Return on your own
190 Hayfield Road
Knoxville, TN 37922
Keep the shipping receipt until the merchandise credit appears on your statement.
No items other than the ones listed on the invoice covered by the return label may be included in the return; inclusion of other items may delay or result in no refund for items not listed on the invoice. Any items returned beyond the designated time frames, if accepted, will be subject to a restocking fee.
We want you to be completely satisfied with your purchase. You may return the item for a refund within 30 days from the receipt of the item.
All Scratch and Dent items are advertised as “non-returnable.” The defect in the merchandise is clearly advertised. If the item’s defect is greater than advertised, we will allow you to return the item, but the Customer Experience Team must verbally authorize returns on all Scratch and Dent items. If you want to return a Scratch and Dent item, you must contact us at (800) 550-8393.
When ordering online, please remember to print a copy of your invoice from the Receipt page by hitting the Print Receipt button after purchase. Anytime thereafter, you may access your invoice information by using the Order Status tool located at the top of the homepage, or in the confirmation email we sent you shortly after purchase.
You may print a copy of the Return Information here. Simply complete the form and include it with your return. Be sure to write your name, telephone number and order number on the form. If you wish to use the Smartlabel service and do not have your invoice, you may contact the Customer Experience Team for a copy of this label.
If you need further assistance, you may call the Customer Experience Team at (800) 550-8393. You may also contact us via email at CustomerCare@JTV.com. Please allow 24 to 48 hours to receive a response. So that we may assist you better, please have your Order Number and/or Customer ID readily available when you contact us.
It takes up to 14 business days after our receipt of your return at JTV’s Returns Department for JTV to complete the processing of your return and credit.
Refunds are issued to the original method of payment. Credit/debit card transactions are refunded back to the credit/debit account. It may take up to two billing cycles for the credit to appear on your statement.
eCheck orders (telephone orders only) are held 7 - 8 days prior to shipment, giving us time to receive any eCheck returns (unpaid) and prevent shipment. If a customer cancels their order after an eCheck is submitted but before the product ships the refund generates but is held until the 7 - 8 day hold is fulfilled. On the 8th day the refund is submitted electronically to credit the customer’s checking account.
When merchandise is returned, the eCheck refund follows the same process as a credit card refund, although customers should see the funds process to their account within 2 to 3 business days from the date JTV submits the refund request.
In the event that the checking account is closed or that your bank will not accept the electronic refund, a paper refund check will be mailed to you via United States Postal Service. Please allow three to four weeks for arrival.
After the transaction is finalized from Jewelry Television® to your financial institution, the financial institution must post it to your account. Generally, this is processed within seven business days. Depending on their policies, posting may take up to thirty (30) days from the date we returned it to your financial institution. Jewelry Television® is not responsible for the posting policies of your financial institution. If you have questions, contact your financial institution directly.
The package can be placed in your mailbox or any of the other United States Postal Services 250,000 + blue drop boxes.
There is no up front fee for using this service. A charge of $6.99 will be deducted from your total refund which will be placed on your original method of payment.
No, if you choose to return the item on your own you can. You can still reuse the original packaging and make sure the return address on the package is addressed to:
190 Hayfield Road
Knoxville, TN 37922
You can then take the package to shipper of your choice. (JTV will not refund the cost of returning the package back to us).
No, insurance is covered in the price of the service.
Nothing, there is no charge if you are exchanging an item. Your exchange will process as normal.
Simply call our Customer Care department at (800) 550-8393 for arrangements to be made for the carrier to pick the package up at your door.