Refund and Returns Policy

Return & Refund Policy

We value transparency and fairness. Please review our policy carefully before placing an order.

1. Return Window

We offer a 30-day return window from the date of delivery.

Standard Items: Customers may return non-custom, standard catalog items within 30 days for any reason, subject to the fees and conditions below.
Defective Items: Defective or incorrect items may be returned within 30 days for a full refund.

2. Non-Returnable Items

(Exceptions) The following items are Final Sale and cannot be returned for “Change of Mind”:

Custom-made / Personalized jewelry (unless the item arrived defective).
Items where the Security Tag has been removed or tampered with.
Items damaged by the customer (wear and tear, accidental breakage).
Items returned without prior authorization.

3. Reporting Period

To ensure a smooth resolution, please adhere to the following timelines:

Shipping Damage / Wrong Item: Must be reported within 72 hours of delivery.
Contact: teamicedjewelz@gmail.com / team@icedjewelz.com or call +91 81078 88600 or +1 470 934 6224

4. Return Conditions

(Strictly Enforced) To qualify for a return, the item must be in sellable, unworn condition. We enforce a strict Security Tag Policy to prevent “wardrobing” (wearing and returning).

Security Tag Requirement: All items are shipped with a visible security tag/seal attached. If this tag is removed, cut, or tampered with, the return will be automatically rejected and the item will be returned to you at your expense.
Unworn Condition: The jewelry must show absolutely no signs of wear, scratches, or micro-abrasions.
Mandatory Video Evidence:
- For Defective Claims: You must submit a video clearly showing the specific defect.
- For “Change of Mind”: You must submit a video of the item with the security tag clearly attached before packing it, to prove it is being returned in original condition.

5. Return Shipping Costs & Restocking Fees

Defective/Wrong Items: Seller pays return shipping (we provide the prepaid label). No restocking fee.
Customer Preference (“Change of Mind”):
- The buyer is responsible for return shipping costs.
- A 25% Restocking Fee will be deducted from the refund amount to cover inspection, cleaning, and repackaging.
- Original shipping charges are non-refundable.

6. Return Procedure

Approval: Once your request is approved based on your video evidence, we will provide instructions or a label.
Shipping Deadline: You must ship the item back within 3 days of receiving the approval.
Tracking: A tracking number must be provided once shipped. Unauthorized returns will be rejected.

7. Refund Processing

Refunds are issued to the original payment method after we receive and inspect the item (typically within 5–7 business days of receipt).

If the security tag is intact and the item is pristine, the refund (minus fees) will be processed.
If the tag is missing or the item is worn, the refund will be denied.

8. Order Cancellation Policy

Within 24 Hours: Full refund issued.
After 24 Hours: A 15% cancellation fee applies (deducted from the refund).
Shipped/Custom Orders: Orders that have already been shipped or entered custom production cannot be cancelled.

FAQ on Return & Refund Policy

What is your return window?

You have 30 days from the date your order is delivered to request a return for standard, non-custom items. If 30 days have passed, we cannot offer a refund or exchange.

What is the “Security Tag” and why is it important?

To protect our customers and ensure every item is brand new, all jewelry is shipped with a visible Security Tag attached.

Do NOT remove this tag until you are sure you want to keep the item.

If the tag is removed, cut, or tampered with, the return will be automatically rejected. No exceptions.

Can I return a Custom or Personalized item?

No. Custom-made items (like nameplates or photo pendants) are Final Sale and cannot be returned unless they arrived defective. Since these are made specifically for you, we cannot resell them.

Is return shipping free?

For Defective/Wrong Items: Yes! If we made a mistake or the item arrived broken, we cover the shipping cost and provide a prepaid label.

For “Change of Mind” Returns: No. If you simply changed your mind or don’t like the style, you are responsible for the return shipping cost.

Is there a fee for returning an item?

Yes, but only for “Change of Mind” returns. A 25% Restocking Fee will be deducted from your refund amount. This covers the cost of inspection, cleaning, and repackaging to ensure our high standards. Example: If you return a $100 item, you will receive a $75 refund (minus original shipping).

My item arrived damaged. What should I do?

Please contact us immediately! You must report shipping damage or defects within 72 hours of delivery. Email us at teamicedjewelz@gmail.com or team@icedjewelz.com with photos/video of the damage. You can also call +91 81078 88600 or +1 470 934 6224

Why do I need to send a video to start a return?

We require a short video to verify the condition of the item before you mail it back.

For Defects: The video helps us see the issue clearly.

For Change of Mind: The video proves that the item is unworn and the Security Tag is still attached.

Can I cancel my order?

Within 24 Hours: Yes, you can cancel for a full refund. After 24 Hours: A 15% cancellation fee will be charged. Once Shipped/In Production: If the item has already shipped or if custom production has started, the order cannot be cancelled.

When will I get my refund?

Once we receive your return, please allow 5–7 business days for our team to inspect the item. If the Security Tag is intact and the item is in original condition, the refund will be processed to your original payment method.