Return Policy

At XAX Jewelry, your satisfaction matters. If your purchase isn’t right for you, you may request a return or exchange within 30 days of delivery, subject to the conditions below.

1. Return Window

You may request a return or exchange within 30 days of your delivery date. Requests received after this window will not be accepted.

These terms do not affect your statutory rights under applicable consumer protection law.

2. Eligibility

To qualify for a return, items must be:

• Unworn, unused, and in their original condition.
• Returned in the original packaging (jewelry box, pouch, outer box) with all included accessories.
• Accompanied by the certificate of authenticity (for lab-grown diamond and gemstone pieces) and any documentation provided.

If the certificate is lost, damaged, or tampered with, we will charge a certificate replacement fee based on the actual inspection fee, deducted from your refund. Wear or scratches caused by improper use are not considered manufacturing defects and may result in refusal of the return.

3. Non-Returnable Items

The following are final sale and cannot be returned or exchanged unless defective:

• Engraved or laser-engraved pieces.
• Resized rings (rings adjusted in size after the original production).
• Modified pieces.
• Custom-designed pieces.
• Pierced earrings (for hygiene reasons).
• Items previously replaced or upgraded.
• Items marked “Final Sale” at checkout.
• Gift cards.

4. Service Fee

Eligible returns are subject to a 20% service fee, deducted from the refund amount. This fee covers inspection, restocking, and original payment-processing costs.

5. Return Shipping

Return shipping costs are the responsibility of the customer for all destinations (United States, United Kingdom, Australia, and Canada). We recommend a tracked, fully insured service to ensure safe delivery and protect against loss.

For damaged, defective, or wrong items, we cover return shipping worldwide (see Section 8).

6. How to Start a Return

1. Email help@xaxjewelry.com within 30 days of delivery with your order number, the item(s) you wish to return, and the reason.
2. Within 24 business hours, we will reply with a Return Authorization (RA) number, the return address, and detailed instructions.
3. Photograph the item, original packaging, certificate, and shipping label as documentation before sending.
4. Pack the item securely in its original jewelry box, then place it inside a sturdy outer box (double-box). Affix the shipping label to the outer box only.
5. Ship via DHL Express or your local postal service using a tracked, fully insured method. We recommend dropping off at an attended location and keeping the receipt as proof of shipment.
6. Items shipped without an RA number, or returns that arrive damaged due to insufficient packaging, may be refused.

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7. Refunds

Once we receive and inspect your return, approved refunds will be issued to your original payment method within 3 business days, less the 20% service fee (Section 4) and any certificate replacement fee (Section 2).

• All refunds are issued in USD at the exchange rate prevailing at the time of refund. We do not cover any foreign-currency conversion fees that may be charged by your card issuer or bank.
• For credit-card refunds, please allow up to one full billing cycle for the credit to appear on your statement.
• Original outbound shipping fees are non-refundable, except for damaged, defective, or wrong items.

8. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or different from what you ordered, contact help@xaxjewelry.com within 48 hours of delivery of delivery with photos clearly showing the issue.

Available remedies:

• A replacement at no additional cost.
• A full refund including original shipping fees, with no service fee deducted.
• For minor defects, reimbursement of repair costs within a fixed amount based on the repair receipt.

Return shipping for damaged, defective, or wrong items is fully covered by us. Wear or scratches caused by improper use are not considered manufacturing defects.

9. Exchanges

For the fastest exchange, place a new order for the item you want and return the original following Section 6. For assistance, email help@xaxjewelry.com.

10. Late or Missing Refunds

If 15 business days have passed since our refund confirmation email and you have not received the refund:

7. Check your bank or credit-card statement again — refunds may appear as a pending credit.
8. Contact your card issuer or bank.
9. Email help@xaxjewelry.com if the issue persists.

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11. Contact

For any return or refund question, email help@xaxjewelry.com. We reply within 24 business hours.