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Kay Jewelers (Signet) Return Policy
Last verified: 2026-03-19
Official Kay Jewelers (Signet) PolicyVerified
www.kay.com/returns-exchanges
Return Conditions
- 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.
- Prior to returning a smartwatch, all data stored on the product must be removed, un-synced, and deleted.
- Jewelry must be in good condition.
Refund Methods
- 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.
Exceptions & Restrictions
- Special ordered watches cannot be returned or exchanged.
- Custom designs 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 cannot be returned or exchanged.
- Protection plan replacement merchandise cannot be returned or exchanged.
- Merchandise purchased using Progressive Leasing cannot be exchanged.
- Original shipping and handling or other additional costs will not be refunded, unless the item received was damaged, defective, or incorrect.
Online / Mail Returns
- Returns can be handled at Kay.com.
- Ship your return to the address provided on your packing slip (SJIX 375 Ghent Rd. Akron, OH 44333).
- All shipped returns MUST include the Packing Slip and all original documents received with your order.
- Return reason column next to each item on your packing slip should be completed.
- Return labels are not pre-paid; customers need to purchase the shipping label from a carrier (UPS, USPS, or Fed Ex).
- For your protection, it is recommended to use a shipping method that provides insurance and tracking services.
- If the original packing slip is not available for a mail return, provide your name, address, phone number, email address, and order number.
- All returns will be inspected by the Quality Assurance team before a refund is issued.
In-Store Returns
- Returns can be made to any Kay Jewelers location or any Sterling Family of Jewelers location.
- Online purchases can be returned to any KAY or KAY Outlet store.
- For in-store returns of online purchases, the original packing slip, a copy of your ship confirmation email, or an online purchase receipt displayed during checkout is required.
- Purchases made at a KAY or KAY Outlet store MUST be returned to a KAY or KAY Outlet store; they may NOT be returned by mail.
Gift Returns
- Merchandise accompanied by a gift receipt may be returned for a gift card or exchanged for merchandise within 30 days of the purchase date.
- Exchanges for gifts can be made in-store for jewelry within 60 days and watches within 30 days of the purchase or shipment date.
- If a gift recipient does not have a gift receipt, packing slip, or original receipt, they can visit in-store with the purchaser, who can present an ID.
- Refunds for gifts are credited to the payment form used at the time of purchase (for the purchaser).
Damaged or Defective Items
- If there is damage to an item upon delivery, call the contact center immediately for assistance.
- Original shipping and handling or other additional costs will be refunded if you received a damaged, defective, or incorrect item.
Exchange Policy
- 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
- 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.
- All products must be returned in good condition, in original boxes, and with all paperwork (such as watch instruction booklet or diamond certificate) and accessories to ensure a full credit.