Refund policy

Last Updated: 09.05.2023

1. Returns and Exchanges:

- We want you to be completely satisfied with your jewelry purchase from CROSSIV. If you are not entirely happy with your purchase, we offer a hassle-free return and exchange process.

- To be eligible for a return or exchange, please adhere to the following conditions:

- The item must be in its original condition, unworn, and in its original packaging.

- Return or exchange requests must be initiated within 5 days of receiving the item. Please contact our customer support team at crossivjewelry@gmail.com to initiate the process.

- Customized or personalized jewelry items are generally not eligible for returns unless they arrive damaged or defective. Please refer to the "Damaged or Defective Items" section below for more details.

2. Non-Refundable Items:

The following jewelry items are considered non-refundable:

- **Engraved or Personalized Jewelry:** Any jewelry item that has been customized with engraving, monogramming, or other personalization cannot be returned for a refund unless it arrives damaged or defective. Please review your personalized details carefully before submitting your order.

- **Custom-Made Jewelry:** Jewelry items that are specially crafted or customized to your specific design, including items with unique gemstone settings, metal combinations, or design alterations, are non-refundable. These items are made to your exact specifications and are ineligible for refunds unless they arrive damaged or defective.

3. Damaged or Defective Items:

- If you receive a jewelry item that is damaged or defective, please contact our customer support team immediately upon receipt. We will work with you to address the issue and provide a replacement or a refund as applicable.

4. Cancellation of Custom Orders:

- For jewelry orders that have not yet entered the production process, you may request a cancellation and refund within 12 hours of placing your order. Once production begins, the order cannot be canceled or refunded.

5. Returns Process:

- Contact our customer support team at crossivjewelry@gmail.com  to request a return or exchange. Please include your order number and a detailed reason for the return in your email.

- Once your request is approved, we will provide you with a return authorization number (RMA) and instructions on how to return the item.

- You are responsible for shipping the item back to us using a trackable shipping method. We recommend insuring the package to protect against loss or damage during transit.

- Once we receive the returned item and inspect it for compliance with our return conditions, we will process your refund or exchange within 10 business days.