REFUND
At ICE_ETCUSTOM, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please contact us and we will be happy to work with you.
If you just don't like or want to cancel, Every piece of jewelry we create is 100% custom, which means we can’t take it back and put it in stock for another customer. Because of that, we don’t offer full refund/return or cancellations after you’ve approved your final proposal once start mold. (because all design and 3d mock up, mold and production videos,final videos already sent to you for confirmation)
1.Don’t worry, we know that when it comes to the custom jewelry you design with us, we do allow partial refund (The exact amount depends on the actual situation, our financial team will check the details for you),
2.and For custom designs, there is a non-refundable $100-$300 deposit as a design fee that will apply towards the total purchase amount. (because we have paid the designer to finish design for you)
Please contact us by email at ICE_ETCUSTOM@HOTMAIL.COM and we will provide you with instructions on completing your refund.
If your package is missing during shipping, we can not provide full refund because you checked all designs and production steps, our team really finished your piece and shipped to right address you required.
But there are 2 solutions we can privide:
1 you can choose us to remake the same pieces or new pieces with same price
or
2 you can choose partial refund(we will be still resonsible for more costs than yours)
2.5 Years Warranty
All items come with a 2.5 years limited warranty against substantive manufacturing defects in materials or workmanship, and normal wear and tear. Customer negligence is not covered. ICE_ETCUSTOM is not responsible for incidental damage on items.
Which means if there is any problem during normal use in 2.5 years of the delivery date, we provide 2.5-year warranty, there are 2 solutions:
1: You can ship it back to us we will fix for you (Please contact our Customer service to get the return address)
2: You also can go to local repair shop, we will provide $50-$100 fee which will depend on the problem.
You can email ICE_ETCUSTOM@HOTMAIL.COM and we will provide you with instructions on completing your compensation.