Refund policy

1. 14-Day Risk-Free Guarantee

We want you to love what you ordered. If you don't, you have 14 days from the date of delivery to send it back — no reason required. This guarantee applies to in-stock items shipped from our US warehouse.

How it works

Contact us within 14 days of delivery to start your return.
Ship the item back to us at your own cost, using a trackable, insured shipping method (see Section 5). Return shipping for damaged or wrong-item returns under Section 2 remains free.
Once we receive and inspect the item, you'll receive either store credit for the full purchase price, or an exchange for a different item of your choice. If the new item costs more, you'll pay the difference; if it costs less, we'll issue store credit for the difference. This program does not include cash refunds to the original payment method.

To qualify, the item must be

Unworn and in its original, undamaged condition
Returned with all original packaging, boxes, and documentation (certificates, warranty cards, etc.)
Not a custom or made-to-order item (see Section 3)
An in-stock item shipped from our US warehouse — items fulfilled through our restocking/manufacturing queue (see Section 8) are not eligible for this guarantee

Covered under this program

Changed your mind or don't love the design
Item doesn't match expectations
Ordered the wrong size — return it for store credit, or exchange it for the correct size (pay the difference if it costs more, or receive credit for the difference if it costs less)
Any other personal reason

This 14-day guarantee is in addition to — not a replacement for — your rights under Section 2 if an item arrives damaged, defective, or incorrect.

2. Damaged, Defective, or Wrong Item — Free Return

If your order arrives damaged, has a manufacturing defect, or is the wrong item, this is on us, and it's always free:

Contact us within 14 days of delivery.
We will provide, at our discretion, a repair, replacement, or exchange at no cost to you, including return shipping. We do not issue cash refunds under this section — resolution is always a repair, replacement, or exchange.
If the item is damaged, you may alternatively take it to a local jeweler for repair — we will cover those fees.
If you received the wrong item, size, or color, we will send the correct item and cover the return shipping cost.

All replacements and repairs under this section remain subject to approval and are handled at our discretion, as in the current policy. Unlike Section 1, this protection applies to every order, regardless of whether it shipped from our US warehouse or was fulfilled through the restocking/manufacturing queue.

3. Custom & Made-to-Order Items — Non-Returnable

Custom and made-to-order jewelry is built specifically for you and is excluded from the 14-Day Risk-Free Guarantee.

All custom orders are non-refundable and non-returnable once production has started.
CAD design fees are non-refundable under any circumstances, regardless of whether you proceed to manufacturing. Once a CAD design is created, our team has already invested significant time and expertise into your custom piece — representing a substantial portion of the total work — which is why this fee cannot be refunded.
Production timelines (typically 3–4 weeks) are estimates only; delays do not constitute grounds for cancellation, return, or refund.
By placing a custom order, you grant IceCartel the right to use images/videos of the manufactured piece for marketing and portfolio purposes, unless otherwise agreed in writing.

4. Return Exclusions

The 14-Day Risk-Free Guarantee applies only to in-stock orders shipped from our US warehouse — Section 2's damaged/wrong-item protection still applies to every order regardless. You also won't qualify for a return if:

The item has been worn or shows signs of everyday use. Once worn, it's no longer eligible under Section 1's unworn-condition requirement — though it may still qualify for repair under Section 2 if the issue is a manufacturing defect.
The item was damaged, broken, or altered by you or a third party — drops, impact, unauthorized repairs, or DIY resizing. Damage the customer caused isn't covered under either return path.
Diamonds have fallen out after delivery due to normal wear. This isn't eligible for a return, but we'll ship replacement diamonds at no cost for a local jeweler to reset. If it turns out to be a manufacturing defect instead, that's covered under Section 2.
The item shows scratching, discoloration, or tarnish from wear and everyday exposure. This is expected wear, not a defect — avoid chemical exposure, clean with a soft cloth, store in a dry, low-humidity environment, and avoid gyms, pools, or swimming. Tarnished plated pieces can typically be restored via professional replating by a local jeweler.

5. How to Return Your Order

Contact customer support to start your return, noting whether it's a risk-free (Section 1) or damaged/wrong-item (Section 2) return.
We'll review your request within 1–2 business days.
If it's a damaged/wrong-item return, we'll send a prepaid USPS return label. If it's a risk-free return, you are responsible for shipping the item back to us via USPS at your own cost.
Attach the label (if provided) to the outside of your shipment and drop it off.
Items must be returned in original packaging/condition, or the return may not be accepted.
Risk-free returns must be shipped with tracking and insurance — this is mandatory, not optional, since you are responsible for the order until it reaches us. Send us the tracking number as soon as you ship. We are not responsible for returns lost in transit, and untracked or uninsured shipments that don't reach us cannot be compensated.

6. How Long Does It Take to Complete a Return?

We aim to process your return within 5 business days of it arriving at our warehouse. You'll receive an email notification once it's been processed.

Risk-free returns (Section 1): store credit is issued for the full purchase price, or an exchange is processed with any price difference charged or credited.
Damaged/wrong-item returns (Section 2): resolved as a repair, replacement, or exchange — not a cash refund.

No refunds under this policy are issued as cash back to a credit card or other payment method; all resolutions are store credit, repair, replacement, or exchange.

7. Order Cancellation & Refund Fees

Orders cannot be canceled or edited after placement — they enter manufacturing within minutes.
If you cancel after placing an order, a cancellation fee of 10–20% of the order total may apply to cover processing, packaging, logistics, and payment handling.
If the order has already shipped, additional shipping costs may apply and are non-refundable.

8. Stock Availability Policy

In rare cases, an item listed as "in stock" may be sold out at the time you place your order. If this occurs, we will prioritize restocking your item and fulfilling your order as soon as possible.

We cannot offer refunds in such cases, as your order will automatically be entered into the manufacturing or fulfillment queue. Your patience is appreciated while we work to restock and deliver your item promptly. In these cases, we may also deliver your order in multiple shipments.

Note: orders fulfilled this way are not eligible for the Section 1 risk-free guarantee, which applies only to in-stock items shipped from our US warehouse; the Section 2 damaged/wrong-item protection still applies to every order.

9. Production Time Extension Policy

We reserve the right to extend the production time of our products if we deem it necessary, especially for custom-made or made-to-order items. Production time heavily depends on the complexity of the product. If your item takes longer to produce, it's because we are committed to delivering the highest quality jewelry and ensuring your expectations align with the final product. We do not offer refunds if the production process extends beyond the estimated time.

By placing an order, you agree to these terms.