Rio Grande stands by our products with a free return policy. If you're not completely satisfied with any product purchased from us, return it within 30 days. 



Troubleshooting Tools

Need help with a tool or piece of equipment? We can help you troubleshoot the problem and determine whether it needs to be sent in for a repair. If a repair is needed, we’ll help you start the process. Reach out at 1-800-545-6566 or info@riogrande.com


Processing and Refunds 

We will handle your return within 5 business days of receiving it. Once the return is processed, we'll send you an email with the amount being refunded. Refunds typically take 23 business days after a return is processed. 


Findings, tools, equipment and display items

We will refund the invoice price by the original method of payment.


Precious metal milled materials, casting grain and precious metal clay

We will refund the invoice price by the original method of payment.


For cut-to-order metals, we will refund the invoice price by the original method of payment, minus a 15% restocking fee. 


Gemstones

Any diamonds that are over 33 points need to be returned with the grading report if it was included in the original order. All returned lab-created diamonds are tested to ensure that they are authentic lab-created diamonds. Any diamonds returned without the grading report will not be processed and will be returned to the sender.


Impressions Products

Please report any defects or quality issues within 2 weeks of receipt of your Impressions  items. We will issue a full refund, a product replacement or a discount on the affected items. Email impressions@riogrande.com or call 800-545-6566 and ask to speak with the Impressions team. 


Exceptions

We cannot accept returns on: 

  • Hazardous materials (if we receive returns containing hazardous material, a specialist properly disposes of the material and no refund is processed).
  • Special-order items 
  • Partially-used packages 
  • Items postmarked more than 180 days after the invoice date
  • Physically altered items 
  • Custom-made items


We reserve the right to refuse merchandise that is returned after the 30-day warranty period or to charge additional restocking fees based on the original invoice date.


How to Return Items 

  1. Log into your account and enter the invoice number or item number, and follow the prompts.
  2. Print your UPS return label from our site or receive it via email. 
  3. Please fill out the back of your invoice and include the bottom portion for each return.
  4. Attach your return label to your package and drop it off at your nearest UPS location.



Returns Without a Prepaid Return Label

If you prefer to return an item via USPS, send your return to the address listed below. Please also fill out and include the bottom portion of the invoice. 


Rio Grande

Attention: Returns Department

7500 Bluewater Rd. NW

Albuquerque, NM 87121 USA



If You Don't Have Your Invoice

If you do not have your invoice, please provide your customer number, invoice number, product number(s) and the quantity being returned. Please include a return reason code:


1. Wrong Item 

2. Damaged

3. Wrong Size

4. Changed Mind 

5. Defective

6. Poor Quality 

7. Don't Like Color 

8. Other 



International Returns

These policies apply to domestic customers only. You can see our international returns policy here.