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Zales vs Kay Jewelers (Signet) Return Policy
Side-by-side comparison of return policys, conditions, and refund methods.·Last updated: 2026-10-12
Return Conditions
Zales
- Jewelry must be in good condition.
- Watches must be unworn, unaltered, and in original condition.
- All original packaging, certificates, warranties, and instructions must be included.
Kay Jewelers (Signet)
- Items must be in their original condition.
- All original packaging, instructions, and paperwork must be included.
- Watches must be unworn, unaltered, returned with all links, and accompanied by original packaging, warranty, and instructions.
- Jewelry must be in good condition.
Exceptions & Restrictions
Zales
- Special ordered watches cannot be returned or exchanged.
- Custom designs are not eligible for return or exchange.
- Ear piercing earrings, gift cards, and protection plan replacement merchandise cannot be returned.
- Jewelry that has been engraved or altered/modified beyond sizing or stone setting cannot be returned or exchanged.
- Merchandise purchased using Progressive Leasing cannot be exchanged.
Kay Jewelers (Signet)
- Special ordered watches cannot be returned or exchanged.
- Custom designs cannot be returned or exchanged.
- Class rings cannot be returned or exchanged.
- Ear piercing earrings cannot be returned or exchanged.
- Gift cards cannot be returned (except where required by law).
- Jewelry that has been engraved or altered/modified beyond sizing or stone setting cannot be returned or exchanged.
- Protection plan replacement merchandise cannot be returned or exchanged.
- Merchandise purchased using Progressive Leasing cannot be exchanged.
- Delivery charges on online orders are not refunded.
Refund Methods
Zales
- Refunds are credited to the original form of payment.
- Cash refunds over $500 are issued as a check from the corporate office within 21 days.
- Refunds for purchases made with a gift card will be in the form of a new gift card.
Kay Jewelers (Signet)
- Credit and Debit Cards: The same account will be credited.
- Check: A refund check will be issued from the corporate office and mailed within 21 days.
- Cash: When funds are unavailable or the cash refund amount is greater than $500, a refund check will be issued from the corporate office and mailed within 21 days. When funds are available, cash refunds will be given for amounts under $500.
- Gift Card: Refunds will be given in the form of a new gift card.
- Trade-Ins: You will receive either your original trade-in or similar merchandise.
Online / Mail Returns
Zales
- You can start your return online and use a prepaid shipping label.
- The original packing slip or a copy should be enclosed.
- If you don't have a printer, a digital return code can be shown at an eligible UPS location to have a label printed.
Kay Jewelers (Signet)
- Returns can be handled at Kay.com.
- A free pre-paid shipping label is available for mailing back online purchases; start the return online.
- If you don't use the free label, the pre-printed label on your packing slip (SJIX 375 Ghent Rd. Akron, OH 44333) is not pre-paid; you must buy the shipping label from UPS, USPS, or FedEx.
- All shipped returns MUST include the packing slip and all original documents received with your order.
- Indicate the return reason next to each item on your packing slip.
- All returns will be inspected by the Quality Assurance team before a refund is issued.
In-Store Returns
Zales
- Bring the items with all original certificates and accessories to a local store.
Kay Jewelers (Signet)
- Returns can be made at any KAY store or any Sterling Family of Jewelers location.
Gift Returns
Zales
- With a gift receipt, items can be returned for a gift card or exchanged for merchandise within 30 days of the purchase date.
- Gift receipt returns exclude purchases made with Progressive Lease.
Kay Jewelers (Signet)
- Merchandise accompanied by a gift receipt may be returned for a gift card or exchanged for merchandise within 30 days of the purchase date.
- Gift receipt returns exclude purchases made with Progressive Leasing.
Exchange Policy
Zales
- Jewelry can be exchanged within 60 days of the purchase or shipment date.
- Watches can be exchanged within 30 days of the purchase or shipment date.
- Exchanges for online orders must be done in-store.
Kay Jewelers (Signet)
- Jewelry can be exchanged within 60 days from the purchase (shipment) date.
- Watches can be exchanged within 30 days from the purchase (shipment) date.
- Exchanges must be done at one of Kay Jewelers' stores; online exchanges are not supported.
- Items must be in their original condition, with all original packaging, instructions, and paperwork. Watches must include all links.
Additional Notes
Zales
- Delivery charges on online orders are not refunded.
- If you return a sized-to-order ring, the sizing fee is refunded once the return is processed.
Kay Jewelers (Signet)
- Refunds are credited to the same tender as the original purchase.
- If a sized-to-order ring is returned, the sizing fee will be refunded once the return is processed.