Return, Refund, Exchange & Cancellation Policy

At Customize Jewels, we want you to feel confident when purchasing your jewelry. This policy explains our return, refund, exchange, and order cancellation procedures for eligible purchases.

1. Returns — 30-Day Return Period

Eligible items may generally be returned within 30 days after delivery.

The 30-day return period begins on the date the order is delivered to the shipping address provided with the order.

Items returned after the applicable return period may not be accepted.

2. Return Eligibility

To qualify for a return, jewelry must generally:

• Be unworn and in its original condition

• Be free from damage, scratches, or signs of wear

• Not have been resized, repaired, altered, or modified after delivery

• Include the original packaging

• Include applicable documentation and certificates/grading reports, where provided

• Be securely packaged for return shipment

We reserve the right to refuse a return if the item shows signs of wear, damage, alteration, modification, or misuse.

3. Personalized & Specially Customized Jewelry

The following items are generally final sale and not eligible for return or exchange, subject to applicable law:

• Engraved jewelry

• Jewelry personalized with names, initials, dates, messages, or symbols

• Jewelry created with special custom dimensions or measurements

• Specially modified designs

• Custom-designed jewelry

• Other jewelry involving special customization specifically requested by the customer

However, selecting standard options already offered on a product page — such as ring size, metal type, diamond shape, diamond carat, or gemstone option — does not automatically make an item personalized or final sale.

4. Made-to-Order Jewelry

Made-to-order status alone does not automatically make an item non-returnable.

Unless the product falls under a stated exclusion, an eligible made-to-order item may generally be returned within 30 days after delivery.

5. Customer Sizing Errors

Customers are responsible for selecting the correct ring size or other measurements where applicable.

If you are unsure about sizing, please contact us before placing your order.

A customer-selected incorrect size does not automatically constitute a defective or incorrectly supplied item.

Applicable return shipping charges may apply to customer sizing errors.

6. Resized, Repaired, Altered, or Modified Items

Jewelry that has been resized, repaired, altered, engraved, polished, or otherwise modified after delivery is generally not eligible for return or exchange.

Please contact us before arranging any repair, resizing, or modification.

7. Damaged, Defective, Incorrect, or Inaccurately Described Items

If your jewelry arrives damaged, defective, incorrect, or materially different from its description, please contact us within 72 hours of receipt.

Please provide:

• Order number

• Clear photographs of the package

• Clear photographs of the jewelry

• Description of the problem

For qualifying defective, incorrect, damaged, or materially inaccurately described items, Customize Jewels will provide the appropriate resolution and cover applicable return shipping.

Please do not repair, resize, polish, alter, or modify the item before contacting us.

8. Return Shipping Charges

Defective, Incorrect, or Inaccurately Described Items

If an item is confirmed to be defective, incorrect, or materially inaccurately described, Customize Jewels will cover the applicable return shipping cost.

Customer-Requested Returns

For customer-driven returns, including preference changes or customer sizing errors, applicable return shipping charges may be deducted from:

• Refunds

• Store credits

• Exchange value

• Repair or other applicable credits

Where applicable, the shipping amount will be communicated before processing the return.

9. Exchange Policy

Eligible items may generally be exchanged within 30 days after delivery, subject to the requirements of this policy.

To qualify for an exchange, the jewelry must generally be unworn, undamaged, unaltered, and returned with its original packaging and applicable documentation.

Personalized, engraved, specially customized, or custom-designed jewelry is generally not eligible for exchange, subject to applicable law.

If the replacement item has a higher price, the customer may be responsible for the applicable price difference.

If the replacement item has a lower price, the difference may be handled through our refund or store-credit procedures.

10. Order Cancellation Policy

Because most of our jewelry is made to order, production resources, labor, materials, diamonds, gemstones, and other resources may be allocated shortly after an order is placed.

Cancellation Within 12 Hours

Orders cancelled within 12 hours of placement may be cancelled without a cancellation fee, provided production or other non-reversible work has not already progressed to a stage where cancellation is not reasonably possible.

Where cancellation is approved within this period, the applicable refund will generally be issued to the original payment method.

Cancellation After 12 Hours

After 12 hours from order placement, cancellation or modification requests may be subject to a 20% cancellation/restocking fee.

This fee helps partially cover costs associated with immediate resource allocation, labor, materials, production preparation, diamond or gemstone procurement, and other work undertaken specifically for the customer's order.

Production Already Started

If production, customization, diamond or gemstone procurement, special sourcing, or other order-specific preparation has already begun, cancellation may be limited or may no longer be possible.

We will make reasonable efforts to accommodate cancellation requests, but cancellation cannot be guaranteed after work has commenced.

Express Orders

Fast or express orders may enter production immediately.

If you need to cancel an express order, please contact us as soon as possible. The applicable cancellation terms will depend on the time of the request and the production status of the order.

After Dispatch

Once an order has been dispatched, it generally cannot be cancelled.

If the item is otherwise eligible for return, you may request a return after delivery in accordance with this policy.

11. How to Request a Return, Exchange, Refund, or Cancellation

Contact us as soon as possible:

Email: abhay@customizejewels.com

You may also contact us through the Live Chat available on our website.

Please include your order number and clearly explain your request.

Do not ship an item back until you receive return or exchange instructions from Customize Jewels.

12. Inspection

Once we receive a returned item, it will be inspected to confirm that it meets the applicable return or exchange requirements.

If the item is approved, the applicable refund, exchange, credit, or other remedy will be processed.

If the item does not meet the applicable requirements, the return or exchange may be declined.

13. Refund Processing

Approved refunds are generally processed within approximately 14 business days after we receive and inspect the returned item.

Refunds are generally issued to the original payment method unless another method is agreed upon where permitted.

The time required for the refund to appear in your account depends on your bank, credit-card provider, payment processor, or financial institution.

14. Original Shipping Charges

Original shipping charges are generally deducted from refunds or credits, where applicable.

This does not apply where prohibited by applicable law or where Customize Jewels is responsible for a qualifying defective, incorrect, or materially inaccurately described item.

15. Cancellation Fees & Return Fees

The 20% cancellation/restocking fee applies to cancellations or modifications made after the 12-hour cancellation period, where applicable.

It is not a standard fee automatically charged on every eligible product return.

16. No Standard Restocking Fee on Eligible Returns

We do not charge a standard restocking fee simply because an eligible item is returned within the applicable return period.

Any applicable 20% cancellation/restocking fee relates specifically to cancellations or modifications after the 12-hour cancellation period, as described above.

17. Consumer Rights

This policy does not limit or exclude any mandatory consumer rights, statutory warranties, cancellation rights, refund rights, or other remedies that may apply under the laws of the customer's jurisdiction.

Where applicable law provides greater rights, those rights continue to apply.