Refund policy

Return and Exchange Policy

At Ice Kulture, we are committed to delivering high-quality jewelry and exceptional customer service. To ensure clarity and transparency, we maintain a strict no-refund policy. However, exchanges are available under specific conditions, as outlined below.

Exchanges

Exchanges are accepted within 15 days of the original purchase date. To request an exchange, customers must submit an Exchange Inquiry through our website. This process requires clear photos of the item along with responses to a few questions regarding the exchange request.

All items must be returned in their original, unworn condition, including all packaging, tags, and accessories. Items showing signs of wear, damage, or missing components will not be eligible.

Eligibility for Exchanges

You may request an exchange under the following circumstances:

  • Damaged or broken items upon arrival
    If your item arrives damaged, you may return it for repair or exchange it for a replacement. Alternatively, you may choose to have the item repaired by a local jeweler, and Ice Kulture will cover approved repair costs.

  • Incorrect item received
    If you receive the wrong item, size, or color, return it at no cost, and we will ship the correct product to you.

Non-Eligible Exchange Cases

Exchanges will not be accepted under the following conditions:

  • Incorrect size ordered by the customer
    Necklaces and bracelets may be adjusted with additional links (available for purchase) or resized by a local jeweler. Rings may also be resized locally.

  • Personal preference or change of mind
    Exchanges based on dissatisfaction with design, appearance, or personal preference are not accepted.

  • Post-delivery wear or damage
    Scratches, tarnishing, plating wear, or damage caused by use are not eligible. Local jewelers can assist with polishing or replating services.

  • Loose or missing stones after delivery
    Replacement stones may be provided; however, repair costs will be the customer’s responsibility.

  • Chain tangling or twisting
    This is normal and can typically be resolved with proper care.

  • Bail incompatibility
    If the bail does not fit your chain, a new bail may be purchased and fitted by a local jeweler.

  • Shipping delays
    Ice Kulture is not responsible for delays caused by shipping carriers.

Custom and Final Sale Items

Customized, engraved, made-to-order, and special-order items are final sale and are not eligible for refunds or exchanges. Once production begins, cancellations or modifications cannot be accommodated.

How to Start Your Exchange

To begin the exchange process:

  1. Email sales@icekulture.com 
  2. Add your name, shipping address, order number, item purchased, and upload the product images with the concern.

  3. Our team will review your request within 1–2 business days.

  4. If approved, you will receive return shipping instructions.

All returned items must be shipped via USPS, and a tracking number must be provided. Shipments should be insured and valued between $60–$80 to help avoid import or export taxes.

Please Note: Ice Kulture is not responsible for items lost in transit or for any shipping-related fees. Items returned without original packaging will not be accepted.

Order Adjustments

Orders cannot be canceled or modified once placed, as production begins immediately after checkout.

For additional assistance, please contact our Customer Support Team through our website.