At BlueIce Gems, every jewelry piece goes through careful quality checks before it is shipped. Because many of our pieces are custom-made or produced specifically for each customer, we follow a structured return and refund process to protect both our customers and our craftsmanship.

1. Return Eligibility

Eligible returns must be requested within 15 days of the date of delivery.

A return may be considered in the following situations:

• The jewelry has a verified manufacturing defect.

• The finished piece has a significant difference from the specifications approved by the customer.

• BlueIce Gems has reviewed and approved the return request for another eligible reason.

All returns require prior written approval from BlueIce Gems before the item is shipped back.

Sending an item back without receiving return authorization does not constitute an approved return.

2. Items That Cannot Be Returned

The following products are final sale and are not eligible for return:

• Custom-made jewelry

• Personalized or engraved jewelry

• Made-to-order products

• Non-catalogue or specially commissioned designs

• Promotional purchases or orders receiving a discount of 15% or more

• Return requests submitted after the 15-day return period

• Items shipped back without prior return authorization

Because custom and made-to-order jewelry is produced specifically according to the customer's approved requirements, these orders are considered final once production has been approved.

3. Return Authorization

To request a return, contact BlueIce Gems at sales@blueicegems.com with:

• Order number

• Customer name

• Date of purchase

• Reason for the return

• Clear photographs or videos of the jewelry, when applicable

Our team will review the request and determine whether the order qualifies under this policy.

Do not ship the jewelry until BlueIce Gems provides written return approval and return instructions.

Packages returned without authorization may be refused and BlueIce Gems will not be responsible for unauthorized shipments.

4. Approved Designs & Expectation-Based Returns

For custom jewelry, the customer is responsible for reviewing and approving the design, specifications, dimensions, metal, stones, colors, engraving, and other applicable details before production begins.

Once a design or production specification has been approved, the order is considered final according to those approved specifications.

A return request based solely on a change of preference, personal taste, or an expectation that differs from the approved design may not qualify for a standard return.

In exceptional circumstances, BlueIce Gems may review such requests at its discretion. Approval may be subject to inspection, restocking costs, production expenses, material costs, or other applicable charges.

5. Inspection of Returned Jewelry

Every approved return is subject to a detailed inspection after it reaches BlueIce Gems.

The returned item must be in its original condition. Jewelry showing signs of:

• Wear

• Damage

• Modification

• Alteration

• Improper handling

• Missing components

may be rejected or may result in an adjustment to the approved refund amount.

Refunds are processed only after the returned jewelry has successfully completed our inspection process.

6. Damaged, Missing, or Incorrect Orders

If your order arrives damaged, contains an incorrect item, or appears to be missing an item, please contact BlueIce Gems as soon as possible.

For damage, missing-item, or incorrect-order claims, we strongly recommend recording a continuous, uninterrupted unboxing video from the moment the package is opened.

This documentation helps us verify the condition of the package and jewelry at delivery and allows our team to investigate the issue more efficiently.

Claims will be reviewed individually based on the available evidence and order details.

7. Refund Authorization

A refund is not automatically issued when a return request is submitted.

Each refund request must first go through:

1. Return eligibility verification

2. Return authorization

3. Receipt of the jewelry

4. Product-condition inspection

5. Final refund approval

Only after the return has successfully passed these stages will an eligible refund be processed.

8. Refund Method

Approved refunds will be sent only to the original payment method used for the purchase.

BlueIce Gems does not issue approved refunds to:

• Different payment methods

• Alternate bank accounts

• Third-party accounts

• Other individuals

This helps maintain a secure and traceable refund process.

9. Refund Processing Time

Once a refund has been formally approved, BlueIce Gems will initiate the refund.

The refunded amount may take approximately 2–5 business days to appear in the customer's account, depending on the payment provider, bank, card issuer, or financial institution.

Once the refund has been submitted by BlueIce Gems, the final posting time is controlled by the applicable financial institution or payment processor.

10. Applicable Deductions

Where applicable, BlueIce Gems reserves the right to deduct reasonable costs from an approved refund.

Depending on the individual order and stage of production, deductions may include:

• Transaction or payment-processing fees

• Restocking charges

• Production costs

• Material costs

• Other costs incurred in connection with the order

Any applicable deduction will be determined during the return evaluation based on the circumstances of the order.

11. Ineligible Refund Requests

A refund will not be issued when the return request does not meet the requirements of this policy.

This includes, but is not limited to:

• Unauthorized returns

• Custom or personalized products

• Made-to-order jewelry

• Promotional or 15%+ discounted purchases

• Returns requested after the 15-day eligibility period

• Products that fail the return-condition requirements

• Jewelry that has been worn, damaged, altered, or modified

• Returns that do not correspond with the approved order or specifications

12. Repairs After the Return Period

Once the 15-day return period has expired, eligible repair or maintenance services may still be available.

Such services are provided on a chargeable basis and depend on the condition of the jewelry, the type of repair required, and whether the requested work is technically feasible.

Our team will evaluate the jewelry before confirming any repair service or associated cost.

13. Unauthorized Returns

BlueIce Gems is not responsible for packages shipped back without prior written return authorization.

Unauthorized shipments may be refused, returned to the sender, or otherwise handled without a refund being issued.

Always wait for written approval and return instructions before sending any jewelry back to us.

14. Contact BlueIce Gems

For return, refund, or product-condition assistance, please contact:

BlueIce Gems
48 W 48th St, Suite 600
New York, NY 10036, United States

Email: sales@blueicegems.com
Phone: +1 (646) 404-8521

Please include your order number whenever contacting our support team so we can review your request efficiently.

Important Note

BlueIce Gems reserves the right to review each return and refund request according to the conditions outlined in this policy. Approval of a return does not automatically guarantee a full refund; the final refund amount is determined after the returned item has been inspected and the applicable policy conditions have been satisfied.