Return & Refund policy

Effective date: August 13, 2026
Last updated: August 13, 2026

At Jewelix Atelier, we want you to purchase with confidence. This Policy explains when an order may be returned, refunded, exchanged, changed, or cancelled. It applies to purchases made through www.jewelixatelier.com and forms part of our Terms and Conditions.

Nothing in this Policy excludes or restricts a consumer right or remedy that cannot lawfully be excluded or restricted in the customer’s country or state.

1. Thirty-Day Return Period

You may request a return or exchange of an eligible, non-customized item within 30 calendar days after the date of delivery. The period begins on the day after delivery is completed.

To exercise this policy, you must contact us at support@jewelixatelier.com within the 30-day period and receive written return authorization and return instructions. A product sent without authorization, sent to an incorrect address, or dispatched after the authorized return deadline may be refused to the extent permitted by law.

The 30-day period applies to voluntary change-of-mind returns. A claim involving a defective, damaged, unsafe, misdescribed, or incorrectly supplied product may remain available after 30 days where provided by our six-month limited warranty or mandatory consumer law.

2. Eligibility for a Change-of-Mind Return

To qualify for a voluntary return, refund, or exchange, the item must:

• be an eligible, non-customized product;
• be unworn, unused, undamaged, unaltered, and in its original saleable condition;
• not have been resized, engraved, repaired, cleaned, or modified by the customer or another jeweller;
• include all original tags, jewellery boxes, accessories, gifts included with purchase, grading reports, certificates, and product documentation; and
• be returned in secure protective packaging according to our written instructions.

All returns are inspected. Jewellery showing wear, damage, alteration, missing components, or handling beyond what is reasonably necessary to inspect it may be refused or may be subject to a deduction for diminished value where permitted by law.

These packaging and condition requirements apply to voluntary change-of-mind returns. They do not remove mandatory rights relating to faulty or non-compliant goods. Original packaging is not required where mandatory law provides otherwise for a valid defective-product claim.

3. Custom, Personalized, and Made-to-Order Products

Custom, personalized, and made-to-order products are generally final sale and cannot be returned, refunded, or exchanged because of a change of mind.

This category includes jewellery made, sourced, engraved, resized, or modified according to your instructions, including selections relating to:

• ring size or other personal measurements;
• engraving or inscription;
• metal type, purity, or colour;
• laboratory-grown diamond or gemstone specifications;
• setting, dimensions, design, or CAD approval; or
• any other individualized feature or specially sourced component.

Please verify all names, spelling, sizes, measurements, specifications, stone details, and design approvals before confirming your order.

The final-sale rule does not apply where a custom product has a manufacturing defect, arrives damaged, is materially different from the approved specifications, is misdescribed, or is incorrectly supplied by Jewelix Atelier. In those circumstances, the remedies stated in this Policy and applicable law remain available.

4. Items Not Eligible for a Voluntary Return

Unless mandatory law requires otherwise, we do not accept change-of-mind returns or exchanges for:

• custom, personalized, resized, engraved, altered, or made-to-order products;
• loose laboratory-grown diamonds or gemstones specifically sourced, reserved, or allocated for an order;
• earrings or other pierced jewellery after a hygiene seal has been removed, where the hygiene exception is permitted by law;
• products marked “Final Sale” before purchase;
• products worn, used, damaged, altered, repaired, resized, engraved, or modified after delivery;
• products returned without required documentation, grading reports, or certificates, subject to Section 8; or
• products returned outside the applicable period without our written approval.

A sale, promotion, or discount does not automatically make an item final sale unless this was clearly disclosed before purchase.

5. Damaged, Defective, Misdescribed, or Incorrect Products

If your order arrives damaged, has a suspected manufacturing defect, is materially not as described, does not match the approved specifications, or is not the product ordered, contact us promptly at support@jewelixatelier.com or +1 (307) 220-4018.

Please provide:

• your order number and contact details;
• a description of the issue;
• clear photographs or video of the product, parcel, labels, seals, and packaging; and
• any other information reasonably required for inspection or a carrier claim.

If visible parcel damage or tampering is present, ask the carrier to record it where reasonably possible. You do not need to refuse delivery in order to preserve a mandatory consumer right. If damage or missing contents are discovered after opening, notify us as soon as reasonably possible and preferably within 48 hours so that evidence can be preserved. This preferred reporting period does not shorten any mandatory legal deadline.

We may request inspection by Jewelix Atelier or an authorized specialist. Do not arrange repair, resizing, cleaning, or alteration through a third party before we review the claim. Unauthorized work may affect a voluntary warranty claim if it causes or contributes to the issue, but it does not eliminate a statutory right that cannot lawfully be excluded.

Depending on the circumstances and applicable law, the remedy may include repair, replacement, correction, exchange, partial refund, or full refund. Where the problem is confirmed to be our responsibility, we will bear reasonable authorized return costs where required by law.

6. Six-Month Limited Manufacturing Warranty

Jewelix Atelier provides a six-month limited warranty from the delivery date against manufacturing defects in jewellery workmanship. This voluntary warranty is in addition to, and does not replace, mandatory consumer rights.

The limited warranty does not cover normal wear and tear; scratches; loss of polish or plating; accidental damage; misuse; impact; improper cleaning or storage; exposure to chemicals; bent, stretched, or broken components caused by force or wear; gradual loosening or loss of stones; theft or loss; size changes; or damage caused or contributed to by unauthorized repair, resizing, or alteration.

Before sending an item for warranty assessment or service, you must contact support@jewelixatelier.com, obtain written authorization, confirm the approved return address, and follow our packaging, customs, insurance, and carrier instructions. Do not send warranty jewellery to our registered office or any other address unless that address is confirmed in writing for the specific return.

For security and insurance purposes, warranty returns must use the delivery carrier or return method designated or approved by Jewelix Atelier. If you choose a different carrier without our written approval, the shipment travels at your risk to the extent permitted by law, and Jewelix Atelier is not responsible for loss, theft, misdelivery, or transit damage caused while the item is under that unauthorized carrier’s control. This restriction does not remove responsibility that applicable law places on Jewelix Atelier.

Warranty return shipping and carrier charges vary according to the customer’s location, parcel value, insurance requirements, customs procedures, and the nature of the claim. Any charge payable by the customer will be communicated before the return shipment is arranged. If inspection confirms a covered manufacturing defect, return-shipping responsibility will be handled according to our written warranty authorization and applicable law. Where mandatory law requires Jewelix Atelier to bear the cost, the customer will not be charged.

The end of the six-month voluntary warranty does not affect any consumer right or remedy that applies for a longer period under mandatory law.

7. How to Request and Prepare a Return

To request a return, refund, or exchange:

1. Email support@jewelixatelier.com with your order number, the item to be returned, and the reason for the request. You may also call +1 (307) 220-4018, but written email confirmation is required before sending jewellery.
2. Wait for written authorization from our support team, confirmation of the approved return address, and packaging, carrier, insurance, and customs instructions. Do not dispatch or redirect any item before receiving this confirmation.
3. Securely package the item with all applicable boxes, tags, accessories, grading reports, certificates, and documentation.
4. Use a tracked and adequately insured shipping service unless we provide a specific carrier or label.
5. Declare the parcel accurately and follow all export, import, and customs requirements stated in our instructions.

Do not send a return to our Wyoming registered office, a manufacturing location, or any other address unless that exact address is provided in the written authorization for your return. An address used for a previous order or return must not be reused without new confirmation.

8. Missing Certificates, Reports, or Documentation

If a laboratory grading report, certificate, or other original document was supplied with an item, it must be included with a voluntary return.

If documentation is missing, we may decline a voluntary return or, where permitted by law, deduct the actual reasonable replacement or reissue cost, up to USD 150 or its equivalent, from the refund. We will not impose a fixed charge exceeding the reasonable cost actually incurred.

Missing original packaging or documentation will not by itself prevent a remedy for a valid faulty-product claim where applicable law provides otherwise.

9. Return Shipping, Insurance, Customs, and Risk

For a voluntary change-of-mind return, the customer is responsible for return shipping, tracking, insurance, export documentation, customs procedures, duties, taxes, and clearance costs unless applicable law or our written authorization states otherwise. Return-carrier charges vary by origin, destination, parcel value, service level, insurance, and customs requirements. Where Jewelix Atelier arranges the return, the applicable estimated charge will be communicated for acceptance before the label or collection is arranged, unless we are legally required to provide the return without charge.

Do not mark a returned parcel as having no value or provide an inaccurate customs declaration. Any non-recoverable charge caused by incorrect paperwork, refusal, non-compliance, or an unauthorized return may be deducted from a discretionary refund to the extent permitted by law.

Use only the carrier and service approved in the written return authorization. If we expressly allow you to arrange the carrier yourself, the return remains at your risk until it is delivered to the authorized return location, except where mandatory law provides otherwise. If you use an unapproved carrier or send the item without authorization, Jewelix Atelier is not responsible, to the extent permitted by law, for loss, theft, misdelivery, customs detention, or transit damage occurring while the item is under that carrier’s control. We strongly recommend tracking, signature confirmation, and insurance for the full product value.

Where Jewelix Atelier provides the return carrier or label for a confirmed defective, damaged, misdescribed, or incorrect item, responsibility will be determined by applicable law and the written return instructions.

10. Inspection and Approval

After the return is delivered to the authorized location, we aim to acknowledge receipt promptly and ordinarily complete inspection within two business days. Complex authenticity, damage, wear, stone, or manufacturing assessments may require additional time.

We will email you when the return has been approved, declined, or referred for further assessment. Approval of a return request before shipment does not guarantee a refund; final eligibility is determined after inspection, subject to mandatory law.

11. Refunds

An approved refund will be issued to the original payment method unless applicable law requires or permits another method agreed with you. We do not normally issue cash refunds for card or electronic-payment purchases.

We aim to submit an approved refund within 10 business days after completing the return inspection. Where mandatory law requires an earlier refund or calculates the refund period from an earlier event, that requirement will apply.

After we submit the refund, a bank, card issuer, or payment provider may require approximately 5–10 additional business days to display the amount in your account. This external processing time is outside our control.

Subject to mandatory law:

• the product price and any refundable taxes paid to us will be refunded for an approved full return;
• import duties, VAT, GST, brokerage, customs, currency-conversion charges, and other amounts paid directly to third parties are not refundable by Jewelix Atelier; and
• reasonable deductions may be made for diminished value, missing items, or replacement documentation where legally permitted.

12. Exchanges

An eligible product may be exchanged within the 30-day return period, subject to inspection, availability, price differences, and the exclusions in this Policy.

Because jewellery configurations and prices may vary, we generally process an exchange by returning the original eligible item and placing a new order. Any price difference must be paid, and any approved balance due to you will be refunded to the original payment method.

Placing a new order before the return is approved may expedite delivery but creates a separate charge. It does not guarantee approval of the original return.

13. Cancelling or Changing an Order

To request cancellation or a change, contact support@jewelixatelier.com or +1 (307) 220-4018 as soon as possible.

We will try to accommodate the request, but cancellation or change is not guaranteed. An order generally cannot be cancelled or changed after dispatch. A custom, personalized, or made-to-order product may not be cancellable once production, stone sourcing or allocation, engraving, resizing, or other individualized work has begun.

If work has begun and cancellation is accepted at our discretion, any deduction will be limited to reasonable costs or losses actually incurred where required by applicable law. This does not affect a mandatory cancellation or withdrawal right that applies to an eligible order.

If Jewelix Atelier cancels an unfulfilled order, the applicable amount paid will be refunded to the original payment method, subject to mandatory law.

14. Mandatory Consumer Rights

This is Jewelix Atelier’s standard worldwide policy. Nothing in this Policy excludes, limits, or replaces any consumer right or remedy that cannot lawfully be excluded or limited. If mandatory law applicable to an order provides the customer with greater protection, that protection will apply only to the extent required by law.

The 30-day period and original-condition requirements govern voluntary change-of-mind returns. They do not prevent a valid claim concerning an item that is defective, damaged on delivery, unsafe, misdescribed, materially different from approved specifications, or incorrectly supplied. Customization does not remove mandatory rights relating to such problems.

15. Abuse, Fraud, and Unauthorized Returns

We may decline a discretionary return or take reasonable protective action if we identify return fraud, substituted goods, counterfeit or altered documents, deliberate damage, abusive conduct, or repeated misuse of this Policy. This does not permit us to refuse a legitimate statutory claim.

16. Contact Information

For returns, refunds, exchanges, cancellations, or product concerns, contact:

Jewelix Atelier
30 N Gould St, Ste R
Sheridan, Wyoming 82801
United States of America
Email: support@jewelixatelier.com
Telephone: +1 (307) 220-4018
Website: www.jewelixatelier.com