Grandma Family Tree Heart

Exchanges and Returns for In Store and Online Purchases

Items may be returned within 30 days from the date of purchase. Merchandise must be in original (unaltered) and unworn condition and accompanied by original gift box with all warranty cards and explanation booklets intact. Closeouts or clearance items, special orders, altered pieces (including ring sizing) and custom pieces are not returnable or exchangeable. Gift Certificates are not redeemable for cash and may be used for purchases only. Refunds will be issued in original payment form.

Purchases made online may be returned instore at Gold-N-Memories or by shipping back to the store. Returns in person to the store must be accompanied by the original packing slip or a copy of the shipping confirmation email or online purchase receipt. The store employee will process your return and issue a refund to the original payment form. Please note that original shipping and handling charges will not be refunded, unless you have received an incorrect or defective item.

If you are unable to return in person to the store, you can return by mail. All merchandise must be in original (unaltered) and unworn condition and include all original packaging, booklets/warranty cards, any parts and any tags must still be attached to the product.

1. Call or text us at 204-326-3917 to receive return authorization.
2. Pack the item securely and enclose the original or a copy of the packing slip.
3. If you do not have your original packing slip please include your name, address, phone number and order number or copy of invoice.
4. All return shipping must be prepaid, we do not accept C.O.D shipment, unless told otherwise. For your protection we suggest you use a shipping service that includes insurance and tracking. Ship to the following address: Gold-N-Memories  Unit 72 - 178 Hwy 12N,  Steinbach MB,  R5G 1T7
5. Make note of your return tracking number so you can ensure it arrives to us safely.
6. You can expect a refund within 30 days of us receiving your returned product. Refund will be issued to the payment method used on the original purchase.

Special Orders

All special orders require a 50% deposit and are non-cancellable. Special orders are not refundable or exchangeable. A special order includes any jewelry, gemstone or watch that has to be ordered to accommodate the client’s request for an alternate style, size, metal or colour that is not available in stock.

Custom Work

Custom designed jewelry involves metals, gems and labour furnished for a specific client. Custom jewelry is non-refundable and requires a 50% non-refundable deposit before the work begins. Every effort will be made to accurately manufacture or produce the item(s) so ordered. Full payment upon receipt of custom work will denote the client’s complete satisfaction.

Layaway Policy

Layaway payments are required at least every 30 days. Articles placed on layaway will be held for a period of 90 days from the date of this receipt. If no satisfactory arrangements have been made for full payment beyond the end of this period, the item(s) will be returned to stock, and all payments will be forfeited. At our discretion only, layaways may be cancelled in the event of special circumstances. In such a case a restocking fee of 15% of the original invoice will be charged, with the remaining balance to be issued as a store credit only.

Repair Take In

Liability for any damage or loss of items shall be limited to accrual cost to repair or replace the item(s). This store shall not be held responsible for the following: identification or condition of jewelry at time of receipt: altered, treated, or enhanced diamonds or coloured stones; and/or pieces that are unmarked or marked incorrectly. Not responsible for items left beyond 90 days.

Service and Cleaning

We will clean your jewelry (ultrasonic and steam) and check the settings free of charge. We recommend this be done every 6 months. Not responsible for the loss of stones due to worn prongs and settings when cleaning.

Watch Repair Guarantee

All watch overhauls are guaranteed for 12 months. There is no guarantee for moisture, bands, crystals or minor repairs. Replacement of watch battery does not guarantee function or water resistance. Battery life is guaranteed for 1 year.

Coloured Gemstone Enhancement Disclosure

Purchasers of coloured gemstones should be aware that natural gemstones are processed from the time they are extracted from the earth by one or more traditionally accepted trade practices. All coloured gemstones listed on the front of this sales slip have probably been subject to stable and possibly undetectable enhancement processes. All relevant information will be provided to the best of our knowledge. Prevailing market values are based on these universally practices and accepted processes by the gem and jewelry trade. 

Your satisfaction is of great importance to us, and your referrals are our most important type of advertising. If you are satisfied with your purchase and your service, please tell your friends. Otherwise, please let us know how we can serve you better