Business ProfileforRightly Royce

I ordered a custom necklace as a birthday present requested by a family member. The first necklace I received had the incorrect letters stamped onto the necklace so I had to send it back and they returned a new necklace. When I received the new necklace it was packaged very carelessly and nothing like how it was packaged when I received it the first time. As soon as my family member opened it she noticed there was a knot in the chain already before she even took it out of the plastic sleeve and we couldn't get it out. She decided it wasn't a huge deal and tried to wear necklace anyway, well she wore it once for just a couple hours while just sitting in a chair working, she wasn't moving around a lot at all and the entire necklace became tangled up and had several knots in it that you can't get out. The chain has very interesting links on it that all just get stuck inside each other and they get locked inside each other and you can't fix it. So now there is no possible way my family member can even wear the necklace. I contacted Rightly Royce and they said they can't refund me because it is a custom order. In their return policy it states "Custom Orders can not be refunded unless they are defective". I believe this necklace is defective. The chain is poorly designed and there is no possible way anyone could wear this necklace without it getting tangled. I offered to return the necklace to them so they can see how bad it is just after a couple hours of wear and they have not responded. We just want to return this necklace and get our money back so I can get my family member a new gift they can actually use.