Kay Jewelers Return Policy: 30-⁠Day Returns, 60-⁠Day Exchanges & Exclusions

Kay Jewelers gives you different deadlines for returns and exchanges, and the rules for what qualifies are strict about condition and personalization. Here's what Kay's own returns page says, in plain English.

Kay return and exchange windows

Kay can process a return through Kay.com, but every exchange has to be done at a Kay store ¹.

Holiday returns for 2026

Merchandise purchased between 10/20/2026 and 12/24/2026 can be returned through 1/24/2027 ¹. That gives gifts bought in late October and November more time than the usual 30 days.

Condition rules

Items must come back in their original condition with all original packaging, instructions and paperwork ¹. Watches must be returned with all their links, so keep any links removed during sizing ¹.

If you return a ring that was sized to order, Kay refunds the sizing fee once it processes the return ¹.

What Kay won't take back

Kay doesn't allow returns or exchanges on:

• Special-ordered watches ¹
• Custom designs ¹
• Ear piercing earrings ¹
• Gift cards, except where required by law ¹
• Jewelry that has been engraved, or altered or modified beyond sizing or stone setting ¹
• Protection plan replacement merchandise ¹

Merchandise bought with Progressive Leasing can't be exchanged either ¹.

How Kay refunds you

Refunds go back to the same tender you used for the purchase ¹:

• Credit or debit card: the same account is credited ¹.
• Check: Kay's corporate office mails a refund check within 21 days; a returned customer check is subject to a service charge ¹.
• Cash: if funds aren't available or the cash refund is greater than $500, a refund check is mailed from the corporate office within 21 days ¹.
• Gift card: you get a new gift card ¹.
• Trade-ins: you receive your original trade-in or similar merchandise ¹.

For online orders, Kay credits your original payment method but keeps the delivery charges ¹.

How long a Kay refund takes

Kay says processing takes approximately five (5) business days from the date of the return, and the refund is issued when the return is processed ¹. After that, timing depends on your bank or card issuer, though most refunds show up in 5-7 business days ¹.

Returning a gift

With a gift receipt, you can return the item for a gift card or exchange it for other merchandise within 30 days of the purchase date ¹. This option doesn't apply to purchases made with Progressive Leasing ¹.

Mailing back an online order

Kay offers a pre-paid shipping label for returning online purchases by mail; you start it from the returns page ¹. If you skip that option, your packing slip includes a pre-printed return label addressed to SJIX, 375 Ghent Rd., Akron, OH 44333 ¹. Those packing-slip labels are not pre-paid, so you would need to buy postage from UPS, USPS or FedEx ¹.

Before you seal the box:

1. Write the return reason next to each item on the packing slip ¹.
2. Include the packing slip and all original documents that came with your order ¹.
3. Expect Kay's Quality Assurance team to inspect the return before any refund is issued ¹.

Quick tips

• Need a different size or style? You have 60 days to exchange jewelry, but only in a store ¹.
• Keep the box, paperwork and any removed watch links until you're sure you're keeping the item ¹.
• Use the pre-paid label for online orders rather than paying for postage yourself ¹.

Shopping for jewelry elsewhere? Compare the Zales return policy or all store return policies. More Kay guides are on the Kay Jewelers store page.