Refund policy

Return & Exchange Policy

At RYONA, every piece of jewelry is handcrafted with care in our 100-year-old kominka (traditional Japanese farmhouse) atelier nestled in the mountains of Shinshu, Nagano, Japan. Because of the handmade nature of our work, our policy reflects both our commitment to your satisfaction and the reality of small-batch, made-to-order production.

Please read this policy carefully before placing your order.

Returns

We accept returns on eligible items within 21 days of the delivery date, provided the item meets the following conditions:

  • The item is unused, unworn, and in its original condition
  • All original packaging, tags, and accessories are included
  • The item is not a custom or made-to-order piece (see below)
  • The return request is submitted within 21 days of confirmed delivery

Once we receive and inspect the returned item, we will issue a full refund to your original payment method within 5–10 business days.

Exchanges

We are happy to offer an exchange on eligible items within 21 days of delivery.

  • If your preferred exchange item is available, we will ship it after receiving and inspecting your return
  • If the requested item is not available, we will issue a store credit or full refund instead
  • The item must be unused, unworn, and returned in its original condition with all packaging

Damaged or Defective Items

If your item arrives damaged or with a manufacturing defect, we sincerely apologize and will make it right.

  • Please contact us within 7 days of delivery at ryonaonline@gmail.com
  • Include your order number, a description of the issue, and photos of the damage
  • We will offer a replacement, repair, or full refund
  • Return shipping for damaged items is covered by RYONA

Custom & Made-to-Order Items

Custom and made-to-order items are not eligible for returns or cancellations, except in the case of a manufacturing defect or damage upon arrival.

  • Production begins shortly after your order is confirmed; cancellations are not accepted once started
  • If your custom item arrives damaged or defective, please contact us within 7 days

How to Start a Return

  • Step 1: Email ryonaonline@gmail.com with your order number and reason for return
  • Step 2: Wait for our response (within 2 business days)
  • Step 3: Ship the item back using a trackable method
  • Step 4: Refund or exchange processed within 5–10 business days of receipt

Shipping for Returns

  • Return shipping costs are the customer's responsibility (except for damaged/defective items)
  • Original shipping fees are non-refundable unless the return is due to our error
  • Mark international return packages as "Returned Goods" on customs forms

Questions? We genuinely care about your experience. Email us at ryonaonline@gmail.com — we respond within 2 business days.

Last updated: May 2026