Return and Exchange Policy – Ukrainian Jewelry

Return & Exchange Policy

Thank you for choosing Ukrainian Jewelry. We want you to love your solid 585 gold and sterling silver 925 pieces. If something is not right, this policy explains exactly how returns and exchanges work. This Return & Exchange Policy is part of our Terms of Use (the "Agreement"). This policy is disclosed to you before purchase, and you agree to it at checkout.

Individually Made Jewelry and Custom Orders

For jewelry made to your individually confirmed specifications, including a custom size, design, or personal engraving, we prepare your order and require a 30% deposit toward the jewelry price before work begins. Production starts after the specifications and order are confirmed and the deposit is received. We confirm the production timeline with you before payment.

Jewelry made to your individually confirmed specifications, including a custom size, design, or personal engraving, is final sale after delivery and is not eligible for a return or exchange because you changed your mind or want a different size or design. This exclusion does not apply to a defective, damaged, or incorrect item and does not limit any rights required by law.

Our separate made-to-order catalog program follows the deposit and delivery terms published for that program.

Return & Exchange Window

You may request a return or exchange within 14 calendar days of the delivery date of your order. The delivery date is the date the carrier records the package as delivered to your address. Please contact us and ship the item back to us within 14 calendar days of the delivery date. Approval does not extend this deadline. Change-of-mind requests made after the 14-day window cannot be accepted.

Condition of Items

To be eligible for a change-of-mind return or exchange, items must be returned in the same condition you received them:

• New and unused, with no signs of wear
• In all original packaging
• With all tags attached

All requests are subject to our review and approval. Eligibility is subject to the exclusions in this policy, including individually made jewelry. We may decline a change-of-mind return if an exclusion applies, if the item does not meet the condition requirements above (for example, it shows wear or is missing its original packaging or tag), or if it falls outside the 14-day window. If your item is eligible under this policy, meets these requirements, and is within the window, your return will be accepted. We inspect and document the condition of every returned item on arrival.

How to Start a Return or Exchange

Contact us first. Before sending anything back, you must reach out to us through our contact form to request approval and receive a return address. Please do not ship any item to us without our prior approval. Items sent without prior approval may be delayed; we will still honor eligible returns, but contacting us first lets us process them promptly.

Change-of-Mind Returns (Fees Apply)

If you are returning an item because you changed your mind, or for any reason that is not our error, the following applies.

Return Shipping and Transit Risk

Once your request is approved, you arrange and pay for return shipping, using a carrier of your choice. If, at your request and by prior agreement, we arrange or pay for the return label, we invoice you separately for that agreed cost. It is not included in the 10% restocking fee and is not automatically deducted from the merchandise refund.

You are responsible for the item while it is in transit back to us, until we physically receive it. Insurance is at your discretion. Ukrainian Jewelry is not liable for items lost or damaged on the way back to us. Because you are shipping valuable jewelry, we strongly recommend a tracked and insured service.

If an approved return reaches us damaged or with any signs of wear, it does not meet our condition requirements: we will decline the refund and return the item to you. Because you bear the transit risk on the way back, you would claim any loss from your carrier or insurer.

Your Refund Amount

For an approved change-of-mind return, we refund the price paid for the returned merchandise after discounts, minus a 10% restocking fee. The fee is calculated on merchandise only, excluding sales tax and shipping.

The original shipping charge is non-refundable. It is excluded from the refund, not deducted again from the merchandise amount. We do not add another charge for any difference between the shipping amount you paid and our actual outbound shipping or insurance costs.

Sales tax paid on the returned merchandise is refunded separately, with no restocking fee taken from the tax.

Example: you paid US$100 for an item, US$7 sales tax and US$10 shipping (US$117 total). The restocking fee is US$10. We refund US$90 for the item plus US$7 sales tax, for a total refund of US$97. The original US$10 shipping charge is not refunded. Return shipping is paid separately by you.

For a partial return, the 10% fee applies only to the amount paid for the returned items after discounts. Tax attributable to those returned items is refunded separately. Original shipping remains non-refundable and is not deducted again.

Exchanges

There is no restocking fee for an eligible exchange. You pay for shipping in both directions: the return to us and shipment of the replacement to you. If the replacement costs more or less, we charge or refund the merchandise price difference separately. The original shipping charge is non-refundable.

Returns Due to Our Error (No Fees)

If your return is due to our mistake — for example, the item has a factory defect or we sent you the wrong product — we take care of everything:

• We cover the cost of return shipping; and
• We apply no deductions — no restocking fee and no shipping deduction. You receive a full refund or a replacement, as you prefer.

Because you may have worn the piece before noticing a factory defect, a genuine factory-defect claim is not held to the "new and unused" condition — but it must still be reported to us within 14 calendar days of delivery. Contact us through our contact form and we will arrange the return and resolve it with a repair, replacement, or refund, as appropriate. See Processing Time for refund method and timing.

Order Cancellations

To cancel an order, contact us through our contact form within 24 hours of placing the order. If your order has not yet shipped when we process your request, we will cancel it and refund your order total in full, with no deductions, to your original payment method (see Processing Time for timing).

Because we usually dispatch orders within 24 hours, please contact us as soon as possible. Whether an order can still be cancelled depends on our dispatch records. If our records show the order had already been handed to the carrier when we received your cancellation request, the order is treated as a change-of-mind return under the terms above. The standard 10% restocking fee, non-refundable original shipping and customer-paid return shipping apply. Once an order has shipped, it can no longer be cancelled.

Gifts

An eligible gifted item may be exchanged, or returned for store credit, within 14 calendar days of the original delivery date, under the same conditions set out in this policy (new, unused, with all original packaging and tags). Cash refunds are issued only to the original purchaser and their original payment method. Change-of-mind fees and return shipping apply as set out above, unless the item is defective or incorrect.

Items That Are Not Eligible

We cannot accept returns, exchanges, or provide reimbursement in the following cases:

• Individually made jewelry requested for a change-of-mind return or exchange, including a request for a different size or design; the defective, damaged, or incorrect item and mandatory legal-rights exceptions above still apply.
• Any request — return, exchange, or defect claim — made after the 14-day window
• Items that are worn or used, or missing their original packaging or tag — except a genuine factory defect reported within 14 days
• Items that have been repaired or altered by a third-party jeweler
• Jewelry lost, stolen, or misplaced after it has been delivered to you — once your order is delivered to the address you provided, as confirmed by carrier tracking, you are responsible for it, and we cannot replace or reimburse items that go missing after delivery

If your order is lost or damaged in transit before it reaches you, this exclusion does not apply — contact us and we will investigate with the carrier and resolve it with a replacement or refund.

Processing Time

Once your returned or exchanged item reaches our warehouse, we inspect and process it within 24 to 72 hours. For any approved return, we will issue your refund to your original payment method within 5 business days of inspecting the item, and we will send you an email confirmation at that time. Refunds are always returned to your original payment method. Once we submit the refund, please allow an additional 5 to 10 business days for your bank or card issuer to post the funds to your account.

Part of the Agreement

This Return & Exchange Policy forms part of our Terms of Use (the "Agreement"). It is disclosed to you before purchase, and by agreeing to it at checkout you acknowledge that you have read, understood, and accept these terms.