Return & Refund Policy

15-Day Returns

At Civia Jewels, we offer a 15-day return period from the date your order is delivered. If you are not fully satisfied with your purchase, you may request a return within this timeframe.

To qualify, items must be unused, unworn, in their original condition,  returned with original packaging, documents, and certifications (if applicable). Proof of purchase is required.

To begin a return or exchange, please contact our Customer Support team at support@civiajewels.com or call +1 (437) 422-1187. Returns must be approved before shipping. Items sent without prior authorization will not be accepted.

Return Conditions

• Items must be in original, unworn condition with tags attached
• All original packaging, boxes, and certificates must be included
• Items showing signs of wear, damage, or missing tags will not be accepted
• Missing certificates (where applicable) may result in a replacement fee deduction
• Items altered, resized, or engraved by third parties are not eligible for return

Customized & Engraved Items

Customized, engraved, or resized items may still be eligible for return; however, a 15% restocking fee will apply based on the total purchase value.

Fully custom or special-order pieces may not be eligible for a full refund. In such cases, design modifications or exchanges may be offered at our discretion.

Order Cancellations

Orders cancelled within 24 hours of placement can be cancelled free of charge

Orders cancelled after 24 hours will incur a 15% cancellation fee based on the total order value

International Orders

International returns may be subject to return shipping charges depending on the destination. Customs duties, taxes, and import fees are non-refundable and are the responsibility of the customer.

Exchanges

We recommend returning your original item and placing a new order to ensure faster processing.

Exchanges are allowed within 12 months of delivery and are subject to a 15% restocking fee. The original item must be returned and approved before the exchange is processed. Any price difference must be paid prior to dispatch of the new item.

Damages & Issues

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.

How to Return

1.Contact Us

Reach out to our support team within 15 days of delivery to request a return authorization.

2. Prepare Your Package

Include all original packaging, boxes, certificates, and documents

Ensure the jewelry is unused and tags are still attached

Secure the item inside its original box

Use a sturdy outer shipping box and seal it properly

Avoid labeling the package with terms like “jewelry” or “diamonds” for security

3. Ship Your Return

Follow the instructions provided after approval

Drop off at the designated courier location

Keep your shipping receipt as proof of dispatch and insurance

Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that banks or credit card providers may take additional time to reflect the refund.

Returns that do not meet the required conditions (including missing tags) may be rejected or subject to deductions.

After-Purchase Support

Repairs

Manufacturing defects reported within 12 months are eligible for repair after inspection

After 30 days, minor repairs are available starting at $100 plus shipping

Major repairs or stone replacements will be quoted after evaluation

Complimentary resizing (±1.5 sizes), polishing, and engraving are available for one year (shipping charges apply)

All repair services require prior approval.

We reserve the right to refuse returns or limit services in cases of misuse or excessive return activity.