Terms of Service

1. Our role

Facet operates a curated marketplace connecting collectors ("buyers") with independent, vetted jewelers ("artisans"). Each artisan is an independent business and the maker of the piece; Facet does not manufacture goods or take title to them. Facet acts as marketplace facilitator for payment processing and, where required by law, for collecting and remitting sales tax.

2. Payments and fulfillment protection

Payments are processed by Stripe. By accepting a quote, the artisan appoints Facet as its limited agent to receive payment on its behalf; your payment to Facet satisfies your payment obligation to the artisan. Facet is not a licensed escrow agent. Funds are held by the platform until the commission is delivered and accepted, then paid to the artisan less the 5% platform fee.

3. Inspection window and release

• A 7-calendar-day inspection window begins when the carrier confirms delivery.
• You may accept the piece at any time in My Projects, which releases payment to the artisan on the next payout cycle.
• We send reminders during the window. If you have not accepted or opened a claim when it ends, Facet reviews the delivery evidence and may complete the commission and release payment.
• Opening a claim before the window ends pauses release until the claim is resolved.

4. Custom goods and returns

Every commission is made to your specifications. Where the law permits, made-to-order goods are not eligible for change-of-mind returns. This never limits your statutory rights for faulty or non-conforming goods.

A piece is materially different from its specification when, for example:

• the gemstone type, metal or metal purity differs from the agreed specification;
• carat weight differs beyond the tolerance stated on the grading report;
• a ring is more than 0.25 of a size from the agreed size, or other dimensions exceed agreed tolerances;
• there is a structural defect or a major departure from the approved CAD or milestone photos.

5. Cancellations

• Within 24 hours of accepting a quote, and before the artisan has recorded material purchases or CAD work, you may cancel for a full refund.
• After production begins, the artisan may retain documented direct costs already incurred (such as CAD work, purchased stones or worked metal); the remainder is refunded.
• If an artisan misses the agreed production deadline without a reasonable explanation, you may cancel for a refund of unspent funds.

6. Shipping standards

• Every parcel must be insured for its full value through a jewelry-specific insurer or carrier program; standard carrier declared value is not sufficient.
• Signature on delivery is required for orders of $250 or more, and adult signature for orders of $1,500 or more.
• Parcels are double-boxed with tamper-evident seals and a discreet outer label that does not indicate jewelry.
• Proof of shipping requires a carrier acceptance scan or drop-off receipt; creating a label alone is not proof of shipping.
• The artisan bears transit risk until delivery and files any insurance claim, with Facet's support.

7. Disputes and chargebacks

Please open a claim with Facet before contacting your card issuer — we can usually resolve issues faster. Both parties may submit the approved CAD, Design Lounge messages, unboxing photos and, where needed, an independent appraisal. Facet aims to decide within 5 business days.

• Artisan fault: the artisan covers insured return shipping and repairs or remakes the piece at no extra cost.
• Buyer fault (for example an incorrect size provided by the buyer): the buyer covers return shipping and rework costs.
• If a chargeback is lost because the artisan did not meet these standards, the artisan is responsible for the disputed amount and the payment processor's dispute fee.

8. Artisans

Artisans must complete Stripe identity verification, provide workshop proof and at least five portfolio examples, and be approved before quoting. Rejected applicants receive a reason and may reapply after 30 days; unsubmitted drafts expire after 30 days. Approved artisans must keep their information current and re-verify after 180 days of inactivity or any change in ownership. Artisans may use buyer contact and address details only to fulfill the commission. For an artisan's first 5 orders or first 90 days, 10% of each payout is held as a reserve and paid 30 days after delivery confirmation.

9. Reviews and content

You keep ownership of what you upload. You grant Facet a non-exclusive, royalty-free license to display reviews and project images on the platform and, with your permission, in marketing. You can withdraw marketing permission at any time for future use.