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

6.1 General Cancellation Policy (For In-Stock, Ready-to-Ship Products Only)

Before Shipping: If you contact us to cancel your order before it is shipped out from our warehouse, we will issue a full refund immediately.
After Shipping: If the parcel has already left our warehouse, we cannot intercept the shipment. You will need to wait to receive the package and then initiate a return request in accordance with our return policy.

6.2 Special Cancellation Policy for Made-to-Order Custom Products

This policy applies exclusively to all made-to-order, custom, and personalized products, including but not limited to our Cthulhu collection pieces, custom color-modified items, and all handcrafted piercing jewelry made to your selected specifications.

Cancellation Window: Cancellation requests for custom made-to-order items must be submitted within 1 business day of the order being placed. Eligible requests received within this window will receive a full refund.
Delayed Cancellation: If a cancellation request for a custom made-to-order item is submitted after the 1 business day window, production will have already commenced, and we will have incurred non-recoverable material and labor costs for your custom piece. In this case, a 50% production fee will be charged, and the remaining 50% of the order value will be refunded.
No Cancellation After Shipment: Once your custom order has been shipped, cancellation is no longer available, and you will need to refer to our return policy for next steps.