Refund policy
Last updated: May 21, 2026Return Eligibility
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.
To start a return, please contact us at hello@fractalsedgejewels.com.
Return Costs
Please note that the customer bears the cost of the return shipping label, unless there was a mistake made on our part. We do not charge a restocking fee.
Exceptions / Non-returnable Items
We cannot accept returns for:
- Items showing heavy signs of use/wear or with missing parts
- Items missing their original packaging
- Items which were purchased on clearance/final sale
Note: No items are considered final sale unless explicitly marked at the time of purchase. Regular sales do not count.
European Union 14 day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and Shipping Issues
We strive to ensure your shopping experience is secure and satisfactory. Please inspect your order upon delivery and contact us immediately (with photos) if the item is defective, damaged or if you received the wrong item. We will evaluate the issue and do our best to make it right.
If we were not at fault and you did not purchase shipping protection at checkout, we cannot be held liable for lost, damaged, or missing packages.
Shipping Protection (ShipGuard) Policy
We offer optional shipping protection through ShipGuard to cover lost, stolen, or damaged packages. Please review the specific terms regarding this plan:
A. Non-Refundable Service Fee
The fee paid for shipping protection is a service charge for risk coverage. It is non-refundable once the order has been shipped. If you cancel your order before shipment, the protection fee will be refunded along with the item cost.
B. Filing a Claim
Use the ShipGuard Claims Portal to file a claim.
- Claims must be filed within 3 days of delivery.
- Clear photos must be included to process the claim.
- ShipGuard will handle the investigation and issue a replacement or refund according to the terms of service.
C. Exclusions
Shipping protection does not cover:
- Items damaged due to customer misuse after delivery.
- Items left in an insecure location by the customer.
- Refunds or replacements if the claim is denied by ShipGuard.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@fractalsedgejewels.com.