Policies
Custom Order Policy
Last updated 24 October 2026
How it works
We’ll discuss your design and give you a written quote, valid for 14 days. Before you pay a deposit, you’ll get a written order agreement showing the design, the full price, the payment schedule, the ready date and the cancellation terms.
Deposit and payment
A deposit of 50% starts your order and counts towards the total price. The balance is due at pickup or before shipping. The deposit covers the computer-aided design (CAD), a 3D resin model if you ask for one, materials, labour and shipping.
Price
The price is fixed once you sign. It can change if you alter the piece after final approval, for example by adding or removing stones, or changing its structure or materials. If work starts after the 14 days set out in your agreement, we may give you a new quote that reflects the current gold price.
Approving your design
You’ll approve the final design in writing before we start. We won’t change the agreed materials or stones without your approval, and we’ll tell you in writing about any difference in price, with 100% transparency guaranteed.
Changes
You can ask for design changes after you place your order. Changes after you approve the design may cost more or take longer, and we’ll confirm with you first.
Ready date
Your agreement will state when your piece will be ready. If we’re more than 30 days late, you can cancel before you receive it and get a full refund.
Cancelling
You can cancel for personal reasons until production begins. We’ll refund what you’ve paid, minus costs you agreed to in advance for work already done or materials bought for your order that can’t be reused. Once production has begun, a custom order can’t be cancelled. If the law gives you a right to cancel, you’ll get a full refund with no deductions.
After you collect your piece
Custom pieces can’t be returned for change of mind. If a piece is faulty or doesn’t match what you approved, contact us and we’ll put it right as British Columbia law requires. All custom pieces come with free lifetime cleaning, polishing and checkups from our certified jewellers.
Questions
Email us at inquiry@satnamjewellersinc.com or use the details on our Visit page, with your name and order number.