Return & Refund Policy – IceJewells

At IceJewells, every piece is crafted with love and detail. We want you to be happy with your purchase, but since jewellery is delicate and personal, our return and refund process has specific conditions. Please read carefully before placing an order.

1. Eligibility for Return/Exchange

We accept returns/exchanges only if:

  • The jewellery delivered is damaged, defective, or incorrect.

  • The product must be:

    • Unused and unworn.

    • Unwashed and unaltered.

    • In its original packaging with all tags and certificates intact.

  • Return/exchange requests must be raised within 3 days of delivery by emailing icejewells@gmail.com with images/videos of the product.

2. Non-Returnable/Exchangeable Items

For hygiene and safety reasons, the following cannot be returned or exchanged:

  • Earrings, ear cuffs, and any pierced jewellery.

  • Customized, engraved, or made-to-order jewellery.

  • Gift cards, vouchers, and promotional items.

  • Items marked as “Final Sale” or Clearance.

3. Return/Exchange Process

  1. Contact us at icejewells@gmail.com within 3 days of delivery with your order details and product images/video.

  2. Once approved:

    • If eligible, we will arrange a reverse pickup (if serviceable).

    • If reverse pickup is unavailable, you may need to self-ship the product to our return address.

  3. After inspection, we will confirm if the return/exchange is approved.

4. Refunds (for Returns)

  • If approved, refunds will be processed within 7–10 business days after receiving the product.

  • Prepaid Orders: Refunds will be credited back to the original payment method.

  • COD Orders: Refunds will be issued via Bank Transfer/UPI (details to be provided by the customer).

  • Deductions: Shipping charges and COD fees (₹50) are non-refundable.

5. Exchanges

  • Exchanges are subject to stock availability.

  • If the requested item/size is not available, a refund will be processed instead.

  • For approved exchanges, a ₹100 re-shipping fee may apply.

6. Damaged or Incorrect Items

  • If your jewellery arrives damaged or incorrect, please share an unboxing video within 24 hours of delivery.

  • In such cases, replacement shipping will be free of cost.

7. Cancellation Policy

  • Prepaid Orders:

    • If cancelled before shipping, you will receive a 100% refund within 7–10 business days.

    • If cancelled after shipping, only 85% of the order value will be refunded (15% deducted towards handling/shipping).

  • COD Orders: Once shipped, COD orders cannot be cancelled.

8. Contact Us

For return, refund, or exchange requests, please contact:

IceJewells – Gen Z Jewellery Brand
📧 Email: icejewells@gmail.com
📞 Phone: +91 8879035422 | +91 7984260245
📍 Address: Surat, Gujarat, India