This policy applies to consumer custom jewellery orders placed with Chrysus Artisan Inc., doing business as CHRYSUS (“we,” “us” or “our”), through chrysus.ca or directly with our team.

 

Your jewellery is commissioned around the design and specifications you approve. This policy explains how we handle changes, cancellations, returns, refunds and resizing.

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Nothing in this policy replaces your mandatory rights under applicable law. A final-sale term does not remove your rights when a piece is defective, incorrectly described, materially different from the agreed order or not delivered as required.

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Custom commissions and changes of mind

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Your jewellery is custom-made according to the final design and specifications you approve.

Once you have approved them in writing and production has begun, the piece is final sale for change-of-mind purposes. We do not offer discretionary returns, refunds or exchanges simply because you dislike a correctly supplied piece, change your mind or prefer a different design, metal, diamond or gemstone specification, engraving or size from the one approved.

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This applies to jewellery made to your agreed specifications, including personalised and engraved pieces.

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Cancellation requests before delivery are handled under the cancellation sections below. These conditions do not affect any remedy we are required to provide by law.

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CAD approval and final specifications

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Your piece is made according to the final computer-aided design (CAD) file and specifications you approve in writing.

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Please double-check every detail before approval, including the ring size or jewellery length, band width, dimensions, metal, diamond or gemstone details, setting and engraving. If anything is unclear or needs changing, let us know before you approve the design.

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We explain any agreed tolerances or limitations before approval. We do not substitute agreed materials or make material design changes without your approval.

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Design drawings, computer renders and photographs help communicate the piece, but screen colour and lighting may affect its appearance. These differences do not excuse a material departure from the agreed design, materials or specifications.

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Changes may be discussed before production begins. Once you have approved the final CAD and production has begun, no changes can be made to the design or specifications of that commission.

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Ring size and fit

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You are responsible for checking that the ring size supplied and approved is the size you want us to produce. We recommend having your finger professionally measured, taking the intended band width into account.

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If we produce your ring in the size you supplied and approved, we do not offer a change-of-mind refund, return or exchange because that size is incorrect for you or you later prefer a different size.

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Your ring is a custom piece made according to your approved CAD and order specifications. A later request for a different size is handled as a separate resizing enquiry.

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This does not affect your rights if the ring is defective or does not match the size or specifications we agreed to supply.

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Advance payment and final balance

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We collect a 25% advance payment after you approve your quotation and order details, before CAD design work begins. We then prepare your CAD design and discuss any revisions.

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Production begins only after we have received both your advance payment and your final written approval of the CAD design and specifications.

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The remaining 75% is due once production is complete and must be received before dispatch.

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Your quotation confirms the payment amounts, currency, available payment methods, taxes, shipping and any separately agreed charges. Any separately chargeable design or sourcing work requires your prior express agreement.

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Both instalments are subject to the payment-method provisions in our Terms and Conditions and Shipping Policy.

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For Quebec consumer distance sales covered by the applicable advance-payment restriction, payments collected before delivery are payable by credit card only. No credit-card or debit-card payment surcharge is added to Quebec consumer purchases.

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Cancellation before production

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If you wish to cancel before production begins, contact us promptly.

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If no authorised chargeable work has been completed and no authorised non-recoverable costs have been incurred, we will refund your payment in full.

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Where you have expressly authorised chargeable design work or a specific material commitment, any deduction permitted by law will be limited to reasonable, documented costs disclosed and accepted before they were incurred.

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We will explain those costs and refund the remaining amount. Your 25% advance payment is not automatically forfeited simply because it is described as an advance payment or deposit.

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Where the law entitles you to cancel for a full refund, these discretionary cancellation arrangements do not apply and no deduction will be made contrary to that right.

 

Cancellation during or after production

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If you change your mind after final written CAD approval and production has begun, including when the piece is almost ready or production is complete, a refund of the advance payment is not guaranteed.

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Any legal right to cancel remains available. If cancellation is permitted by law or agreed by us, we assess the refundable amount under the following conditions.

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Any amount retained is limited to reasonable, documented costs that the law permits us to recover for authorised design or production work already completed and authorized material costs that cannot reasonably be recovered.

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We take account of costs saved and amounts recovered or reasonably recoverable through reuse, return or resale, so the same cost is not recovered twice.

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We provide an itemised explanation and refund any remaining amount within the applicable legal deadline.

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Depending on the work completed and lawful recoverable costs, you may receive a partial refund or no refund of the advance payment. Retention of the full 25% is not automatic and is not a fixed cancellation penalty.

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Where the law requires a full refund, we make no deduction. These conditions do not restrict a statutory cancellation right or a remedy for defective, incorrect or undelivered goods.

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If we cannot fulfil your order

 

If we cannot fulfil your agreed order, we will explain the situation and offer an alternative for you to consider or cancel the affected order and refund the payments for it.

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You do not have to accept a substitute piece or store credit instead of a refund to which you are entitled.

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Defective, damaged or incorrect pieces

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Please inspect your piece when it arrives and contact us as soon as reasonably possible if something is wrong.

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Manufacturing defects, damage on arrival, an incorrect item or a material difference from the approved specifications are assessed separately from a change of mind.

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If your ring does not match the approved size, or your jewellery does not match another agreed specification, we will review the discrepancy and provide the remedy

required by applicable law.

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Depending on the issue and any choice the law gives you, the remedy may include repair, replacement, refund or another appropriate resolution. We will explain the proposed resolution and next steps.

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Reporting an issue promptly helps us investigate. It does not impose an additional deadline that removes your statutory rights.

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Damage caused after delivery by an accident, misuse or an alteration is not a manufacturing defect. Normal wear is also distinct from a manufacturing defect.

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We assess the cause of an issue rather than treating ordinary wear or work by another jeweller as an automatic waiver of all rights.

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How to request help or arrange a return

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Email contact@chrysus.ca with your name, order reference, a description of the concern and relevant photographs, if available.

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To cancel an order, clearly state your intention to cancel and the reason where required. You may also use any other notice method permitted by applicable law, including the contact details in your order agreement. Email is not the exclusive method. Keep evidence of when your notice was sent.

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Please avoid wearing, altering or attempting to repair a piece where doing so could worsen the issue.

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Contact us before sending jewellery so we can provide the correct return address and secure shipping instructions. Please return any supplied reports, accessories and packaging where available.

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Missing packaging or the absence of prior return authorization does not, by itself, remove a legal right to a remedy.

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Where the issue is our responsibility, such as a confirmed defect or incorrect item, we will arrange or reimburse reasonable necessary return shipping.

 

Any charges for a discretionary service or return will be agreed in advance. We will not require you to pay costs that applicable law requires us to bear.

 

Resizing and adjustments

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If your completed ring matches the approved size but you would like it resized, contact us to discuss the available options before arranging work with another jeweller.

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Resizing depends on the design, setting, construction and materials. Some rings cannot be resized, while others allow only limited adjustments.

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We will assess your request and explain any resizing and shipping charges before you decide whether to proceed. Resizing is a separate service and is not automatically included in the original commission price.

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The same approach applies to other requested fit or length adjustments where the piece was supplied according to the approved specifications.
If we supply a piece that does not match the agreed size or specifications, we will address it under the defective, damaged or incorrect pieces section. Charges for discretionary resizing do not replace a remedy we are required to provide by law.

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Refunds and processing

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Refunds are issued to the original payment method where possible, or by an agreed lawful alternative if that method is unavailable.

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We issue refunds without unreasonable delay and within the applicable legal deadline, and confirm when they have been processed. A bank or payment provider may take additional time to display the credit.

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An internal approval process or carrier investigation does not extend a mandatory refund deadline.

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Where you are legally entitled to a full refund, we refund all amounts the law requires, including applicable taxes, charges and shipping, without an unauthorised deduction.

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For a discretionary cancellation, any lawful deduction follows the conditions described above. We do not require store credit in place of a legally owed monetary refund.

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​For purchases made through a buy now, pay later provider, any refund due will be processed through the original provider where possible. The provider will apply the refund to your payment plan according to its terms and applicable law. Contact the provider to confirm any adjustment to scheduled payments. This does not extend our legal refund deadlines or limit your statutory rights.

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British Columbia statutory cancellations

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For a statutory cancellation of a distance sales contract under British Columbia law, we provide any required return instructions within 15 days after the cancellation notice.

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The refund is due within 15 days after the cancellation notice or, if you received goods and we provided compliant return instructions, within 15 days after the later date on which the goods are returned.

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A return sent by a carrier counts as returned when sent. We bear reasonable return costs.

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If we fail to provide the required instructions on time, you are not required to return the goods and are discharged from contractual obligations relating to them.

Any earlier deadline or additional right under another applicable law is preserved.

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Duties and import taxes

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Duties or import taxes paid directly to a customs authority may require a separate claim with that authority.

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We can provide relevant order documentation. This does not limit any reimbursement we owe you by law.

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Delivery delays and your legal rights

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If an order has not arrived as agreed, contact us so we can investigate and explain your options.

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You retain any statutory cancellation, refund, warranty or other consumer rights that apply, including rights arising from missing required order information or a failure to supply the order within the legally permitted period.

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The law takes priority if a provision in this policy or your quotation conflicts with a mandatory consumer protection. Customers outside British Columbia retain any mandatory protections applicable to their purchase.

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CAD approval, payment, a final-sale term or acceptance of these policies does not waive those protections or a statutory right to complain, bring proceedings or seek a qualifying credit-card chargeback.

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Later policy updates do not retrospectively reduce the rights or terms of an existing order.

 

Contact us

 

For cancellations, returns, refunds or adjustments, email contact@chrysus.ca with your order reference.
Chrysus Artisan Inc., doing business as CHRYSUS
Email: contact@chrysus.ca
Website: https://www.chrysus.ca