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Returns Policy

What is JTV's Holiday Extended Returns Policy?

Holiday Extended Returns will be purchases made from Oct. 2 at 12 a.m. EST through Dec. 24 at 6 p.m. EST and can be returned through Jan. 31, 2024.

What is JTV's Prime Jewelry Deals Extended Returns Policy?

New information TBD.

What is JTV's Return Policy?

We at JTV want you to be completely satisfied with your purchase. If you are not totally satisfied, just send it back in its condition “as shipped” to you within 30 days from the date of receipt for an exchange or a refund for the price of the item. No returns will be allowed and all sales are final after the 30-day return period. In JTV’s discretion, items received within 31-90 days of the day of customer’s receipt may be accepted and, if accepted, will be subject to a 25% restocking fee. We are unable to accept or process any returns received by us after 90 days from the date of customer’s original receipt of the item. For orders made under the StretchPay™ Installment Payment Program, customer will receive a refund for the installment payments JTV has collected at the time we receive your item(s). Note: We follow standard CD and DVD return policies. CDs and DVDs are nonreturnable if the cellophane is opened. Returns are not accepted for any items that have been sized, altered in any manner by another jeweler, or sold as non-returnable. No items other than the ones listed on the front of the invoice may be included in any one return package; inclusion of other items may delay or prevent your refund. JTV will not accept partial item returns. The entire item and any accompanying appraisals and/or certificates must be sent back for exchange or refund. Shipping, handling fees and processing charges are non-refundable.

JTV may, from time to time, designate certain items as eligible for free return shipping. To take advantage of this promotion, you must use the JTV Return Label attached to your invoice (or print a label using the Self-Service Returns option below) and return the item within the 30-day return period. All items in the return package must be eligible for free return shipping in order for the promotion to apply.

How Do I Return an Item?

Use one of the following options to return your item:

Option A: Online with Self-Service Returns (for returns up to $2999.99)

1. Go to JTV.com to begin the self-service return process. 

2. Access your order information in one of two ways: 

a) If you have a JTV account, login and then select the Order History tab and select the order which contains the item(s) you wish to return.

b) If you purchased your items without creating an account, visit the Order Status page and enter in your order number. This number will be found in your order confirmation email.

4. On the Order Details page, click "Return Item".

5. Follow the self-service instructions and once the process is complete, package your return in the original packaging or in a similar appropriate shipping container and drop the package off at your local post office

Option B: Use Return Form and Preprinted Shipping Label Included with Your Order

1. Orders totaling $999.99 or less will include a return form and a pre-paid label with your packing slip.

Complete the return form included as part of your invoice. Detach the top portion of the invoice and retain for your records. Select your reason for return, exchange or repair and include the form in the return merchandise package. The return form must be included in your return package to receive proper credit.

(To return items from an order which totaled more than $999.99, please use Option A or call (800) 550-8393 to initiate your return and receive a UPS return shipping label.)

2. Package your return. If possible, use the original packing and completely remove or cover the original shipping label. Seal the package securely with packaging tape.

3. Ship your return. 

  • Remove the JTV Return Label from the front of the invoice
  • Apply JTV Return Label to the front of the package
  • The JTV Return Label is specific to the order and should not be used to return other merchandise.
  • Drop the package in the mailbox, give it to your postal carrier or take it to the post office, and your return will be automatically protected after it is scanned at the post office.
  • A charge of $6.99 will be deducted from your return credit amount.* When using the JTV Return Label, there is no upfront postage or insurance charge.
  • Please hold on to your tracking receipt until your refund appears in your account. Please note that packages are not insured until they have been scanned by the applicable carrier. You bear the risk of loss on all return packages until the package has been scanned by the carrier.
  • No items other than the ones listed on the front of the packing slip may be included in any one return package. Inclusion of other items may delay or prevent your refund.

*When returning an item that is eligible for free return shipping using this method, the shipping charge will not be deducted from your return credit amount unless the item is returned in the same package as items that are not eligible for free return shipping.

Option C: Return on Your Own

Remove the return address label from the front of the invoice and apply to the front of the package. If there is no return address label, address the package to:

Customer Returns

190 Hayfield Road

Knoxville, TN 37922

  • Take the package to the shipper of your choice.
  • For the customer’s protection, merchandise not qualifying for the JTV Return Label return or returned on your own must be returned prepaid and insured via UPS, FedEx or US Mail.
  • Keep the shipping receipt until the merchandise credit appears on your statement.
  • No items other than the ones listed on the invoice covered by the return label may be included in the return; inclusion of other items may delay or result in no refund for items not listed on the invoice. Any items returned beyond the designated time frames, if accepted, will be subject to a restocking fee.

How/When Will My Refund Be Processed?

Refunds are issued to the original method of payment. Credit/debit card transactions are refunded back to the credit/debit account. It may take up to two billing cycles for the credit to appear on your statement.

Can I Return a Pre-Owned Purchase?

We want you to be completely satisfied with your purchase. You may return the item for a refund within 30 days from the receipt of the item.

Can I Return a “Scratch and Dent” Purchase?

All Scratch and Dent items are advertised as “non-returnable.” The defect in the merchandise is clearly advertised. If the item’s defect is greater than advertised, we will allow you to return the item, but the Customer Experience Team must verbally authorize returns on all Scratch and Dent items. If you want to return a Scratch and Dent item, you must contact us at (800) 550-8393.

I Misplaced My Pack Slip/Return Label. What Should I Do?

When ordering online, please remember to print a copy of your invoice from the Receipt page by hitting the Print Receipt button after purchase. Anytime thereafter, you may access your invoice information by using the Order Status tool located at the top of the homepage, or in the confirmation email we sent you shortly after purchase.

If you need further assistance, you may call the Customer Experience Team at (800) 550-8393. You may also contact us via email at CustomerCare@JTV.com. Please allow 24 to 48 hours to receive a response. So that we may assist you better, please have your Order Number and/or Customer ID readily available when you contact us.

How Long Does it Take JTV® to Issue Credit?

Upon receipt of your return, processing normally takes up to five (5) business days for the Return Department to complete credit of your refund to your method of payment.

How is My eCheck (Telephone Orders Only) Order Refunded?

eCheck orders (telephone orders only) are held 7 - 8 days prior to shipment, giving us time to receive any eCheck returns (unpaid) and prevent shipment. If a customer cancels their order after an eCheck is submitted but before the product ships the refund generates but is held until the 7 - 8 day hold is fulfilled. On the 8th day the refund is submitted electronically to credit the customer’s checking account.

When merchandise is returned, the eCheck refund follows the same process as a credit card refund, although customers should see the funds process to their account within 2 to 3 business days from the date JTV submits the refund request.

In the event that the checking account is closed or that your bank will not accept the electronic refund, a paper refund check will be mailed to you via United States Postal Service. Please allow three to four weeks for arrival.

Why is My Refund Not on My Payment Type Statement?

After the transaction is finalized from JTV to your financial institution, the financial institution must post it to your account. Generally, this is processed within seven business days. Depending on their policies, posting may take up to thirty (30) days from the date we returned it to your financial institution. JTV is not responsible for the posting policies of your financial institution. If you have questions, contact your financial institution directly.

Where Do I Take My Package Once it is Ready to be Returned?

The package can be placed in your mailbox or any of the other United States Postal Services 250,000 + blue drop boxes.

What is the Price I Will Have to Pay Using the JTV Return Label Service?

Unless a free return shipping offer applies, a charge of $6.99 will be deducted from your total refund which will be placed on your original method of payment.

Do I Have to Use the JTV Return Label to Return My Item?

No, if you choose to return the item on your own you can. You can still reuse the original packaging and make sure the return address on the package is addressed to:

Customer Returns

190 Hayfield Road

Knoxville, TN 37922

You can then take the package to shipper of your choice. (JTV will not refund the cost of returning the package back to us). For your protection, merchandise returned on your own must be returned prepaid and insured via UPS, FedEx or US Mail. Keep the shipping receipt until the merchandise credit appears on your statement.

I Want to Make an Exchange, What Happens if I Use the JTV Return Label to Return My Item?

Nothing, there is no charge if you are exchanging an item. Your exchange will process as normal.

How Do I Track the Status of My Return?

You can track the status of your return online via the USPS website.