Purchase policy/All Policies
Terms of Service
Honest Solitaire is a brand owned by Canadian company Melisem Industries Inc. as of January 2021. Honest Solitaire previously operated as an independent brand since 2017. Honest Solitaire for the purpose of this site will be referred to solely as Honest Solitaire.
Honest Solitaire will update the policies described on this page and website from time to time and at their sole discretion. Policies on this page are current and void any previous terms/conditions possibly reflected on old order invoices/receipts/email communication/sales representative or customer service email signatures.
By making a purchase with Honest Solitaire you accept and acknowledge you have read in full, the policies as set forth on this page labeled Purchase Policy. You accept and acknowledge that it is the sole responsibility of the customer (you) to review and clarify any terms, before submitting payment to Honest Solitaire via the Website or invoice method most commonly but not solely used for customized orders.
Shipping Policy
returned and forfeited to Honest Solitaire unless the recipient makes arrangements and additional shipping payment is received by Honest Solitaire within 7 days of the refusal as noted by the postage/courier service on the tracking history.
All orders are shipped once released from production. We aim to have orders passed through both quality control checks, photographs, and sterilization within 7 working days of clearance from the production stage.
Duties and taxes in your local city/country/state/province etc. are entirely the sole responsibility of the customer. Honest Solitaire holds no responsibility or interest in the collection of taxes or importation duties demanded by the local authority.
Items/orders are shipped from Canada from one of the Honest Solitaire shipping locations. Our main shipping office is located in Calgary, Alberta.
Pick-up is available by request and approval from Honest Solitaire via one of the shipping offices. Pick-up nay be refused or unavailable from time to time and at the sole discretion of Honest Solitaire.
Return Policy
Returns are subject to a 20% restocking fee of the original purchase price, are eligible for store credit ONLY, return requests must be made within 7 days of receipt and the item must meet one or more of the following criteria:
- Made-To-Order and Custom Design orders are final sale and NOT eligible for returns.
- Ready-To-Ship item
- Item has not arrived within 16 weeks from order confirmation, excluding custom design orders which are dependant on the collaboration between Honest Solitaire and the client and can take indefinite amounts of time to finalize design and are not included in the standard production time frames.
- Order was not picked up, refused shipment or did not respond to pick-up/shipment communication within 30 days and the order was marked abandoned and forfeited to Honest Solitaire to dispose or resell at their discretion. In the case of an abandoned order, the client will automatically receive a store credit as determined by this policy. The store credit will be noted internally on their file and available to the client for up to 12 months or at the discretion of Honest Solitaire.
* Custom design orders are final sale. Please see Exchanges for the policy on defective custom design orders.
Exchange/return conditions
- Item must be unworn
- Accompanied with original packaging
- Mailed to head office with tracking, insurance and signature required
Exchange Policy
Exchanges are subject to a $150 service fee of the original purchase price. Items can be exchanged for items of equal or greater value. Exchange requests must be made within 48 hours of delivery and the item must meet one or more of the following criteria:
- Defective item
- Damaged upon arrival
- Wrong item sent
- Item has not arrived/been lost in transit as determined by the postage/courier service exclusively.
- Custom design: If the final product is not produced as the render you approved, we will simply correct the item to match the digital design image you approved originally. This is free of charge, only shipping the item back to us will be the responsibility of the customer. Honest Solitaire is not responsible for packages lost while in transit back to our office. Due to the nature of custom design orders, we require your understanding, that there must be some minor room for human error/misunderstanding of your design idea. We will correct the issues as quickly as we can, however custom design orders are final sale due to the amount of cost and work hours that begin going into your order as soon as its placed.
Exchange/return conditions
- Item must be unworn
- Accompanied with original packaging
- Mailed to head office with tracking, insurance and signature required
Communication Policy
Honest Solitaire is a small Canadian business. We operate with various teams to complete and outsource our rendering/production/delivery/shipping services. This allows us to have the most competitive pricing possible while also supporting other small businesses/contractors/Canadian services. Due to this, you will receive communication during the design, order processing, payment, rendering and shipping notification stages only. Once an order has left the payment and/or rendering stage (in the case of custom/customized orders), there will be no updates during the production stage until the shipping/pick-up stage, which is when the order is ready for pick-up or the tracking number is sent to the customer. This allows us to spend more time making sure everyones orders are being created in an efficient manner and hours are spent delivering product to you instead opposed to collecting updates from various parties and teams. At this time we do not have an automated system capable of managing updates detailed enough to handle the nature of our work. 90% of our orders are custom and each have their own time frame based on the line up of orders or the complexity of the designs. There is simply no way of having an automated system capable of providing accurate updates.