Refunds, Exchanges & Cancellation Policy

At REFRACTt, our jewellery is imitation (aka not real), which means the stones might look a little different from what you see in photos. We promise, though, that every piece goes through super strict quality control before it’s sent out.

That said, we want you to love what you ordered! But since our jewellery is delicate and we’re all about hygiene, all sales are final. We can’t do refunds, but don’t worry—we’ve got you covered with exchanges and credit notes if anything goes wrong.

Exchange Policy

We want to make sure you get exactly what you ordered, so we only accept exchanges if the product you received is incorrect. Here's what you need to do if that happens:

1. Notify us within 2 days of receiving your order by emailing us at contact@refractt.com.
   
2. Please send us a photo of the item. Our quality control team will take a look and make sure it’s eligible for an exchange.
   
3. If everything checks out, we’ll give you return instructions.
   
4. Once we get the incorrect item back (make sure it’s unworn, with all tags and packaging still intact), we’ll send you the correct one.
   
5. Exchanges will be processed within 2 business weeks after we receive the returned item.

Just a heads up: we can’t be responsible for any items that get lost or damaged during the return process, so make sure you track your return! And we can’t accept returns unless they’ve been approved by our team first.

Refunds? Here’s the Deal

We totally understand that sometimes things don’t work out, but unfortunately, we can’t offer refunds unless there’s an issue with the item you received aka if it’s an incorrect item - for which we are extremely sorry.

In the case, that a product you did not order has been sent to you mistakenly, instead of the perfect piece you selected - please make sure the below is followed to avoid another delay:

Shipping Address: If the address you provided is incorrect or outdated, we won’t be able to process a refund.

Address Format: Double-check to make sure your address is correct, especially if you’ve used a PO Box.

Lost or misplaced orders: If you've selected a delivery option that doesn’t guarantee safe delivery, we can’t be held responsible for anything that goes missing.

Damaged items: If the item is damaged by you, or returned in damaged condition, we won’t be able to refund it.

• Failed delivery attempts: If the courier is unable to deliver the item after two attempts, unfortunately, we can’t offer a refund.
  
  
• Refused delivery: If you refuse the package upon delivery, we won’t be able to issue a refund.
  
  
• Sizing issues: Please be sure to check our size guides before ordering! We can’t accept returns due to size issues.
  
  
• Wear and tear: Since fashion jewellery is delicate, wear and tear isn’t covered by our returns policy.
  
  
• Minor variations: Since our jewellery is imitation, slight differences in color or design from the pictures may occur. These aren’t grounds for a return.
  
  
• Worn items: Once the jewellery is worn, it’s not eligible for a return, so make sure you’re happy with your choice before rocking it.
  
  
• Earring stems: The stems on earrings are intentionally designed to be flexible. If they’re slightly bent, it’s not a defect—it’s part of the design!

International Orders

We’re super sorry, but we’re not currently able to process returns or exchanges for international orders. If the package is refused, it may get destroyed by the shipping company or sent back at a significant cost.

Return Shipping

At the moment, we can’t offer free returns, so the cost of sending items back will be on you. We also won’t refund shipping costs. If your order gets refunded for any reason, we’ll deduct the shipping costs from the refund. If you qualified for free shipping, the actual cost of shipping will still be deducted.

Refunds Process

If you’re eligible for a refund, please note that it may take up to 14 working days to process, depending on your bank's policy. REFRACTt is not responsible for any delays in the refund process caused by your bank.

Delivery Delays

We all know that life can throw curveballs. Delivery delays can happen from time to time due to things like unforeseen circumstances, changes in the shipping route, or delays in customs clearance. Unfortunately, we can’t offer compensation or cancellations due to shipping delays. We’ll always do our best to get your order to you as quickly as possible, but we can’t control these external factors.

A Few More Things...promise, we’re wrapping up!

• These policies apply only to items sold directly by REFRACTt. Purchases from third-party sellers have different rules.
• We can’t take responsibility for anything that happens if you don’t follow the process or the rules above.