Refund and Returns Policy

OUR PROMISE

We hope you are completely satisfied with your purchase from Cladluxe. If you have any dissatisfaction with your order, we offer a hassle-free return service within 30 days from the date of delivery. Our commitment to quality extends to every aspect of our service:

• Each piece of jewelry is meticulously crafted with premium materials and undergoes rigorous quality inspections before shipment
• We stand behind our products and workmanship
• Your complete satisfaction is our highest priority

Our customer service team is dedicated to resolving any issues and ensuring your shopping experience exceeds expectations. We value your feedback and will use it to continuously improve our products and services.

RETURN ELIGIBILITY

To qualify for a return, please ensure:

• The product was purchased within the last 30 days from the date of delivery
• The product is unused, unworn, and in its original condition with no signs of wear or damage
• The product is in its original packaging with all tags, authenticity certificates, and accessories attached
• You have proof of purchase (order number, email confirmation, receipt)
• For sets or collections, all pieces must be returned together

Items that cannot be returned:

• Worn, washed, or altered jewelry items
• Products with scratches, damage, or signs of wear not present at the time of delivery
• Products marked as "Final Sale" or "Non-Returnable"
• Personal items used for hygiene reasons
• Gift cards and promotional vouchers
• Products with damaged or missing packaging, authenticity certificates, or tags
• Custom-made or personalized jewelry items (including engraved pieces)
• Earrings, for hygiene reasons, unless they arrive damaged or defective

HOW TO RETURN

Please follow these simple steps to return your product:

1. Initiate a Return: Contact us through returns@cladluxe.com with your order number and reason for return. You can also initiate a return through your account dashboard by selecting the order and clicking "Request Return."
2. Receive Return Authorization: We will review your request and send you a Return Authorization (RA) number and return shipping instructions via email. Please note that all returns must have an approved RA number.
3. Package Your Item: Carefully place the item in its original packaging with all tags, certificates, and accessories attached. Ensure the item is securely packaged to prevent damage during transit. Please write the RA number clearly on the outside of the package.
4. Ship Your Return: Ship the package to the address provided in the return instructions. We recommend using a trackable shipping method with insurance for your protection. Keep your tracking information until your return is processed.

Return shipping costs are the responsibility of the customer, except for defective or incorrectly shipped items. For your convenience, we can deduct the return shipping cost from your refund amount if you prefer to use our prepaid shipping label (where available).

REFUND PROCESS

After receiving your returned item, our Quality Assurance team will carefully inspect it to ensure it meets our return policy requirements. The inspection process typically takes 1-3 business days.

Refund timeline:

• Standard Refunds: Once approved, we will process your refund to the original payment method within 5 business days.
• Credit Card Refunds: May take an additional 5-10 business days to appear on your account, depending on your card issuer's policies.
• Store Credit: Will be issued immediately after approval and sent via email with a unique code that can be used for future purchases.
• Bank Transfers: May take 7-14 business days to be reflected in your account, depending on your bank's processing times.

Refund options:

• Original Payment Method: Refund to the credit card, debit card, or payment service used for purchase (standard option)
• Store Credit: 110% of the purchase value as store credit (optional), valid for 12 months from the date of issue
• Exchange: Replace with a different size, color, or similarly priced item

What's included in your refund:

• Full product price (excluding any used promotional discounts)
• Taxes paid on the returned product
• Original shipping costs are refunded only if the return is due to our error or a defective product

EXCHANGES

If you wish to exchange an item for a different size, color, style, or design, please note that we process this as follows:

For the best service, we recommend:

1. Place a new order for the desired item immediately to secure your preferred piece
2. Use our standard return process for the original item to receive a refund

This ensures you can quickly receive the new item without waiting for us to receive and process your return. However, if you prefer a direct exchange, please specify this when contacting our customer service team, and we will guide you through the process.

For ring size adjustments and other modifications, please see our Jewelry Services page.

DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact us immediately at support@cladluxe.com with photos of the damage and your order number. We take quality issues very seriously and will resolve them promptly.

For damaged or defective items:

• We will provide a prepaid return shipping label
• Process a full refund, including original shipping costs
• Offer a replacement if the item is in stock
• Provide a 15% discount code for your next purchase as our apology for any inconvenience

Please report any damage or defects within 7 days of receiving your order.

INTERNATIONAL RETURNS

We accept international returns, with eligibility requirements similar to domestic returns. Please note:

• International customers are responsible for return shipping costs
• Any customs fees, import duties, or taxes incurred during the return shipping process are the customer's responsibility
• Due to shipping and customs clearance times, international returns may require longer processing times
• Please mark the return package as "Returned Merchandise" to avoid additional customs charges
• Include the RA number and a copy of the original invoice with your return
• We recommend using a tracked and insured shipping service for all international returns

For international returns of damaged or defective items, we may offer additional compensation for return shipping costs. Please contact our customer service team for specific guidance.

REPAIR AND MAINTENANCE SERVICES

In addition to our return policy, we offer repair and maintenance services for our jewelry:

• Warranty Repairs: Free repair or replacement for manufacturing defects within 90 days of purchase
• Maintenance Services: Professional cleaning, polishing, and maintenance (fees may apply)
• Non-Warranty Repairs: Repairs for damage due to normal wear or accidents (fees based on service required)
• Re-plating Services: For gold-plated items that show wear over time (fees apply)

To request a repair or maintenance service, please contact service@cladluxe.com with photos of your item and a description of the service needed.

FREQUENTLY ASKED QUESTIONS

CONTACT US

If you have any questions about our return policy, please contact our customer service team:

Our goal is to respond to all inquiries within 24 hours on business days.

We value your satisfaction and strive to ensure you have an exceptional Cladluxe experience from beginning to end. Thank you for choosing Cladluxe for your fine jewelry needs.