Refund and Returns Policy
Effective Date: 30 Sept 2024
At ICed Out City, we take pride in providing high-quality moissanite jewelry and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we are here to help. This policy explains how returns, exchanges, and refunds are handled.
1. Returns
If you are unsatisfied with your purchase, you may return the item(s) within [Insert Number] days of the delivery date for a refund or exchange, subject to the following conditions:
- Item Condition: The item must be unused, unworn, and in the same condition as when you received it. It must also be returned in its original packaging, including any boxes, documentation, certificates, or accessories.
- Exclusions: Custom-made or personalized items, sale items, and gift cards are not eligible for returns unless they arrive damaged or defective.
To initiate a return, please contact us at [Insert Email] with your order number and reason for the return. We will provide further instructions, including the return address.
2. Refunds
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original method of payment within [Insert Number] days.
Please note:
- Shipping costs are non-refundable, and you will be responsible for paying return shipping costs unless the item is defective or incorrect.
- If a partial refund is approved (for returned items in less-than-perfect condition), we will inform you of the adjusted amount.
3. Exchanges
We offer exchanges for items that arrive damaged, defective, or if you received the wrong product. To request an exchange, contact us within [Insert Number] days of receiving your order at [Insert Email] with details and photos of the issue. We will arrange for a replacement or an exchange of equal value.
4. Late or Missing Refunds
If you haven’t received your refund within the expected timeframe:
- Check your bank account or contact your credit card company—there may be a processing delay.
- If you’ve done this and still have not received your refund.
5. Non-Returnable Items
Certain items cannot be returned, including:
- Custom or personalized jewelry
- Sale items or items purchased with a discount code
- Gift cards
- Any items not in their original condition, damaged, or missing parts for reasons not due to our error
6. Shipping Returns
When returning an item, please ensure it is properly packaged and sent with a trackable shipping service. ICed Out City is not responsible for lost or stolen returns during transit. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (defective or wrong item).
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within [Insert Number] days of receiving the product. Provide photos and a description of the issue, and we will arrange a return, exchange, or refund at no additional cost to you.
8. Contact Us
For any questions or concerns regarding our Refund and Returns Policy, please reach out to our customer service team here.