Refund and return policy
We offer refunds in the following cases.
We only offer refunds if your order is damaged upon delivery, if we have shipped the wrong item, or if your order is lost in transit and cannot be reshipped.
In such cases, you may request a resolution within 14 days of delivery, and we will review your claim.
At our sole discretion, we may provide a repair, exchange, or replacement, depending on the circumstances.
For a refund, items must be returned in their original condition, unopened, and with all packaging intact.
Please note that production timelines (typically 3-4 weeks) are estimates only. Delays may occur due to material availability, design changes, manufacturing complications, or global shipping issues. This is not a reason for cancellation or refund.
For Custom Orders
All CAD Designs are strictly non-refundable, regardless of whether you choose to proceed with the manufacturing of your custom order or not. Once a CAD Design has been created, our design team has already invested significant man-hours, expertise, and labor into developing your custom piece, which represents a substantial portion of the work required. For this reason, the CAD Design fee is non- refundable under any circumstances.
Progress photos and updates are provided when available but are not guaranteed as part of the contract.
By placing a custom order, you grant Kermis Luxury the right to use images/videos of the manufactured piece for marketing and portfolio purposes unless otherwise agreed in writing.
You can return your order If:
Your order arrives broken or damaged
If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local
jeweler and we will cover all fees associated with the repair.
You received the wrong item or color. You can return the item for free, and we’ll send you the correct item.
You cannot return your order if:
You purchased the wrong size: If your necklace or bracelet is too small, you can purchase additional links from us and take the item to a local jeweler who can lengthen it. If your necklace or bracelet is too large, you can take it to a local jeweler and they can shorten it.
If you do not like the item for any personal reasons, we are not responsible for any of your personal reasons.
We are not responsible for any damage to the item while you are wearing it after delivery, such as the item becoming scratched, discolored, or tarnished. To avoid this, please wear your jewelry carefully.
You fail to pay tariffs, customs duties, or import fees on your purchase Orders that are held by customs, abandoned, or destroyed due to unexpected tariffs or import duties are not eligible for refunds or replacements. Please check with your local customs office before purchasing.
If a diamond falls out or comes loose during delivery, we can send you some extra diamonds, and you can take the item to a local jeweler who can fix it for you. If your order has manufacturing defects, we can repair it free of charge or pay all related repair fees to your local jeweler.
Your chain is twisted, tangled, or doesn’t fit properly. It’s common for beads and bracelets to twist or come loose. To avoid this, you should first lay the necklace flat on a table, then pick it up by both ends and, without twisting, fasten it behind your neck. It may take a few tries, but doing so will ensure that your chain fits properly and straight.
Your pendant’s bell doesn’t fit your chain or necklace. You can purchase a new bell from us and take it to a local jeweler for fitting.
We try to provide accurate delivery estimates in the event your product does not arrive within the estimated delivery time. We rely on third-party shipping companies for delivery services. As such, we cannot provide refunds for packages that do not arrive by the estimated delivery date.
Production Time Extension Policy
We reserve the right to extend the production time of our products if we deem it necessary, especially for custom-made or made-to-order items. Production time depends largely on the complexity of the product. If your item takes longer to produce, it is because we are committed to delivering the highest quality jewelry and ensuring that our customers’ expectations are met with the final product. We do not provide refunds if the production process takes longer than the estimated time.
Claiming Your Jewelry Is Not “14K Real Gold” or “14K White Gold”
All jewelry sold by us is crafted using authentic materials and strictly adheres to the specifications listed on each product page, including 14K real gold and 14K white gold where stated.
Claims alleging that an item is not “14K real gold” or not “14K white gold” are not valid grounds for a refund or return.
Please be aware that natural variations in color, tone, and finish are inherent to gold alloys. In particular, 14K white gold is not naturally bright white and is commonly alloyed and finished with rhodium plating, which may wear over time and reveal a warmer or slightly yellow undertone. These characteristics are normal and do not indicate inauthenticity or misrepresentation.
If you believe your item has a genuine material defect or does not match the specifications provided at the time of purchase, you must notify us within 14 days of delivery and provide clear photographic
evidence. We reserve the right to request independent verification from a certified jeweler or testing facility. All claims are reviewed on a case-by-case basis.
If a verified material discrepancy is confirmed, we may, at our sole discretion, offer a repair, exchange, or replacement. Refunds will not be issued.
By completing your purchase, you acknowledge and agree that claims regarding material authenticity— when the item conforms to the stated specifications—do not qualify for refunds.
How to return your purchase
To allow us to resolve your request as quickly as possible, we’ve implemented a quick & simple returns process online. Follow the steps below to process your return.
- To start your return, please contact our customer support.
- Our team will review your request within 1-2 business days and get back to you.
- If approved, we will send you a prepaid return label that you can use to return your order.
- Print your return label and attach it to the outside of your shipment.
- Done! Your return is now ready to be taken to your chosen drop-off point.
- Please declare the value of the return shipment at $60-$80, otherwise you might be required to pay the tax associated with import/export.
- All items must be in the original packaged condition for us to accept your return. If your order is returned to us without all of the original packaging, your exchange or refund will not be processed.
- We are NOT responsible for returns that are lost during transit. We will not compensate your return if it does not reach us.
- We do not cover shipping fees for any returns.
- Please send us the tracking number.
Late or missing refunds
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@kermisluxury.com
Need help?
Contact us at support@kermisluxury.com for questions related to refunds and returns.