Frost City Jewelry – Frost City Jewelry Refund Policy
Effective Date: January 1, 2026
All sales are final.
Frost City Jewelry does not accept returns, exchanges, cancellations, or refunds once an order has been placed, paid for, or confirmed. This policy applies to all jewelry, custom orders, special orders, made to order items, discounted items, in person purchases, online purchases, and shipped orders.
Because our pieces are jewelry items that may be worn, handled, altered, damaged, switched, or exposed to outside conditions after delivery or pickup, we cannot accept returns for buyer’s remorse, sizing preference, style preference, change of mind, delayed decision making, accidental purchase, or failure to review product details before purchase.
By placing an order with Frost City Jewelry, the customer confirms that they have reviewed the product description, photos, materials, sizing, pricing, shipping details, and all applicable policies before completing payment.
Custom Orders and Special Orders
All custom orders, special orders, made to order pieces, sourced pieces, CAD work, deposits, and balance payments are final sale and non refundable.
Deposits are used to begin sourcing, design, production, labor, materials, supplier coordination, and related business costs. Once a custom or special order has been started, the order cannot be canceled, returned, exchanged, or refunded.
Production timelines are estimates only. Delays caused by crafting, inspection, shipping carriers, customs, supplier timing, holidays, weather, or other circumstances outside of our direct control do not qualify an order for cancellation or refund.
Jewelry Condition and Inspection
Customers are responsible for inspecting all items upon pickup or delivery. Any concern regarding a possible defect, incorrect item, or shipping damage must be reported to Frost City Jewelry in writing within 24 hours of delivery or pickup with clear photos and videos.
Claims submitted after 24 hours may not be eligible for review.
Frost City Jewelry reserves the right to inspect and evaluate any reported issue before offering any resolution. A reported issue does not automatically qualify for a refund, return, exchange, replacement, repair, or credit.
Normal wear, improper use, accidental damage, water exposure, chemical exposure, impact damage, scratches, bending, broken clasps, broken bails, missing stones, tarnishing, plating wear, stone loosening from wear, and damage caused after delivery or pickup are not considered product defects.
Shipping, Delivery, and Pickup
Once an order is shipped, Frost City Jewelry is not responsible for delays, lost packages, theft, failed delivery attempts, incorrect addresses, unclaimed packages, or carrier related issues.
Customers are responsible for entering the correct shipping address at checkout. If a package is returned, delayed, lost, or delivered to the address provided by the customer, Frost City Jewelry is not responsible for refunding or replacing the order.
For local pickup or appointment based purchases, the sale is final once the customer receives, inspects, accepts, or leaves with the item.
Authentication, Certification, and Materials
Product details are listed as accurately as possible based on supplier information, certificates, testing, product specifications, and our own inspection process.
Moissanite is not natural diamond or lab diamond. Moissanite may offer diamond like brilliance and may pass many standard diamond testers, but it should not be understood as diamond unless explicitly stated in the product description.
Natural jade, moissanite, sterling silver, vermeil, plated finishes, and other materials may have natural or production related variations. Minor variations in color, texture, shine, weight, measurement, carving, setting, or finish are not defects.
Chargebacks and Payment Disputes
By completing a purchase, the customer agrees to this Refund Policy, our Terms and Conditions, and all product details provided at the time of sale.
Frost City Jewelry reserves the right to provide order records, product descriptions, customer communication, shipping records, pickup confirmation, delivery confirmation, photos, videos, certificates, invoices, and policy acceptance records in response to any payment dispute, chargeback, or claim.
Exceptions
Frost City Jewelry may choose, at our sole discretion, to offer a repair, replacement, exchange, store credit, partial credit, or another resolution in limited situations. Any exception made by Frost City Jewelry does not waive or change this policy for future orders.
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All sales are final. Frost City Jewelry does not accept returns, exchanges, cancellations, or refunds once an order is placed, paid for, picked up, or shipped. Custom orders, special orders, deposits, CAD work, and made to order pieces are final sale and non refundable. Any issue must be reported within 24 hours of delivery or pickup with clear photos and videos.