Return & Refund Policy

CRUXJEWELRY RETURN & REFUND POLICY

Overview

At CruxJewelry, we take pride in our unique, handcrafted gothic designs. We want you to love your new pieces. If you are not completely satisfied, we are here to help. This policy lasts 60 days from the date your item is delivered.

1. Return Eligibility

To be eligible for a return, your item must be:

  • Unworn, unused, and in the same condition that you received it.

  • In the original packaging with all tags attached.

Non-returnable items:

  • Custom-made, Personalized, or Made-to-Order items: This includes any handcrafted jewelry specifically created to your order (e.g., specific sizing or custom anodization). These are Final Sale and cannot be returned unless defective.

  • Body Piercing Jewelry (Hygiene): For health and safety reasons, piercing jewelry that has been worn cannot be returned unless there is a manufacturing defect.

  • Clearance Items: Final sale.

2. Defective or Damaged Items

We inspect every handcrafted piece before shipping. However, if you receive a defective item (e.g., broken resin, loose gemstone) or the wrong order, please contact us immediately.

  • Action: Email us at support@cruxjewelry.com with your order number and clear photos of the defect.

  • Resolution: We will arrange a free replacement or a full refund immediately.

3. Return Shipping Costs & Restocking Fees

We want to make your return experience as smooth as possible.

  • Return Shipping: We offer Free Returns for all eligible items. We will provide you with a pre-paid return shipping label.

  • Restocking Fees: We do not charge any restocking fees for any items (including S925 Sterling Silver, Resin, or Titanium products).

4. How to Initiate a Return

IMPORTANT: Please do not send your purchase back to the address on the shipping label. That is often a courier sorting center and your package may be lost.

  • Step 1: Contact our support team at support@cruxjewelry.com to request a return authorization.

  • Step 2: We will review your request and provide you with a pre-paid shipping label and instructions within 24 hours.

  • Step 3: Pack your item securely, attach the label, and drop it off at the designated courier location.

5. Refund Process

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.

6. Order Cancellation

  • Before Shipping: If you contact us before the order is shipped, we will issue a full refund immediately.

  • After Shipping: If the parcel has already left our warehouse, we cannot intercept it. You will need to wait to receive the package and then initiate a return.

7. Contact Us

If you have any questions about this policy, please contact us:

  • Email: support@cruxjewelry.com

  • Company Name: CruxJewelry

  • Registered Address: 124-128 City Road, London, EC1V 2NX, United Kingdom