Refund policy

RETURNS & EXCHANGES

Exchanges and Refunds will be accepted within 30 days of the purchase date.

Return Conditions:

  • Returned products must be unworn, in sellable condition, and with all original packaging.

  • Damaged, worn, or modified products (scratches, personalization, resizing, etc.) cannot be returned or refunded.

Return Shipping Cost:

  • Unless the product arrived damaged or defective, customers are responsible for all return shipping postage and fees. Original shipping fees are non-refundable.

FINAL SALE (Non-Returnable Items):

To ensure hygiene standards and protect custom craftsmanship, the following items are considered Final Sale and cannot be returned or exchanged under any circumstances:

  • Made-to-order Moissanite Items, Grillz (Tooth Caps), Earrings, Mystery Boxes, and all Sale/Clearance Items.

SHIPPING PROTECTION & CLAIMS

ICEX Package Protection:

  • If Package Protection is not added to your order at checkout, packages lost, stolen, or damaged in transit cannot be replaced or refunded.

Claim Window:

  • Shipping claims must be made within 30 days of the last tracking update. ICEX Jewelry is not responsible for any missed deadlines regarding shipping claims.

If you have any questions, please hit us up at support@icexjewelry.com

👉 [ START A RETURN ]

LIFETIME WARRANTY

All ICEX Jewelry products (excluding watches) come with a Lifetime Warranty that covers manufacturer's defects. ICEX watches come with a one-year warranty.

Warranty Terms:

  • What is Covered: The lifetime warranty exclusively covers manufacturer's defects (such as faulty clasps or structural detachment upon arrival).

  • What is NOT Covered: It does not cover accidental damage, normal wear and tear, or general tarnishing resulting from improper care.

  • Missing Stones: Missing stones are covered for one year after the purchase date.

  • Discontinued Items: All claims are subject to inspection upon arrival. We are unable to issue warranty replacements for discontinued items that are no longer in stock. If approved, an eligible claim provides a like-for-like replacement of the defective piece with no exceptions.

  • Note: Replacement items will be held for 14 days from the date the request is approved.

How to Submit a Claim:

  1. Visit our Customer Portal, select "Warranty", and follow the on-screen instructions.

  2. Be sure to provide clear, high-resolution images that show all areas affected by the defect. Unclear or blurry images will be automatically rejected.

  3. Provide a detailed description of the manufacturer's defect and any additional information to help our team assist you.

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TARNISH-RESISTANT LIFETIME GUARANTEE

Products specifically labeled as "Tarnish-Resistant" on our store are guaranteed to not tarnish with proper care. Should your eligible piece tarnish, we will offer a one-time like-for-like replacement.

Important Notes:

  • While these select pieces come treated with premium 5x PVD tarnish-resistant protective coatings, they still require the same care as all fine jewelry does.

  • Please visit our Jewelry Care Page to learn how to clean and maintain your piece. Pieces that have been exposed to harsh industrial chemicals, perfumes, or have not been cared for properly will void this guarantee.

  • To submit a tarnish-resistant replacement request, please visit our claim portal with images that clearly show the tarnished areas of the piece, along with your order information.