1. Return Eligibility
- Returns can be requested within 15 days of receiving your order.
- Items must be unused, unworn, and in original condition.
- Products must be returned with original packaging and all included materials.
- Proof of purchase (order confirmation or receipt) is required.
2. Return Process
- Contact us at support@imperajewels.com to request a return.
- Once approved, return instructions will be provided.
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
3. Refund Policy
- All returns are inspected upon arrival.
- If approved, refunds are processed within 5–7 business days.
- Refunds are issued to the original payment method.
Note: We are not responsible for returns lost in transit. We recommend using a trackable shipping service.
4. Non-Returnable Items
- Items showing signs of wear, damage, or alteration
- Products not returned in original condition or missing parts
- Custom or personalized jewelry
5. Customs, Duties & Import Fees
Customers are responsible for any applicable customs duties or import taxes. Orders held, abandoned, or destroyed due to unpaid duties are not eligible for refunds or replacements.
6. Damaged, Defective, or Incorrect Items
- Report any issues within 48 hours of delivery.
- Provide clear photos for verification.
- If approved, we will offer repair, replacement, or resolution based on the issue.
7. Repairs & Stone Issues
- If a stone becomes loose during delivery, we may provide replacement stones or cover repair costs.
- For verified manufacturing defects, we offer free repair or reimbursement for local repair services.
8. Exchanges
We do not offer direct exchanges. If you need a different item, please return the original product and place a new order.
9. Shipping Charges
- Original shipping charges are non-refundable.
- Return shipping costs are the responsibility of the customer unless due to our error.
10. Custom Orders
- All custom and made-to-order items are non-refundable.
- CAD design fees are non-refundable once design work has started.
- By placing a custom order, you agree that design previews and updates may vary based on production stages.
11. Material & Product Claims
All jewelry is crafted according to the specifications listed on each product page.
Variations in color, tone, or finish (especially in gold and plating) are natural and do not indicate defects.
If you believe your item has a material issue, contact us within 14 days of delivery with clear photographic evidence. Verified issues may qualify for repair or replacement at our discretion.
12. Contact Us
If you have any questions about this policy, please contact us at
support@imperajewels.com.