Refund policy

Refund and Exchange Policy for Icebox Diamonds & Watches

At Icebox Diamonds & Watches, we strive to ensure that you are fully satisfied with your purchase. However, please read our policy carefully as we do not accept returns or issue refunds for any reason. We do, however, offer exchanges under specific conditions.

1. Exchange Policy

  • We offer exchanges within 14 days of the purchase date for items that you are dissatisfied with.
  • To be eligible for an exchange, the item must be in its original condition and packaging, with no signs of damage or wear.
  • You can exchange jewelry for jewelry or watches for watches or jewelry. However, jewelry cannot be exchanged for a watch.
  • Exchanges must be for an item of equal or greater value than the original purchase price.

2. How to Request an Exchange

  • If you wish to exchange an item, please contact us within 14 days of receiving your order:
  • Our team will provide you with specific instructions on how to complete your exchange.

3. Returns Due to Manufacturer Issues or Ring Sizing

  • If the item is being returned due to a manufacturer issue or for ring sizing, you must request an authorization number before sending the item back.
    • Contact us by phone or email to obtain the authorization number.
  • Shipping Instructions:
    • Use UPS or DHL only for returning items.
    • Ensure the item is fully insured for the purchase price during shipping.
    • For security reasons, do not disclose the contents of the package when insuring it.
  • All returned items must be accompanied by the original sales receipt or order number.

4. Shipping and Handling

  • Once you receive instructions from us, you must ship the item back to us. Please make sure that the authorization number is clearly written on the outside of the package.
  • Icebox Diamonds & Watches is not responsible for any loss or damage that occurs during shipping, so please ensure proper insurance and packaging.
  • The package should be sent to the address provided in the exchange instructions you will receive from us.

5. Quality Inspection

  • Upon receiving your return, our Quality Inspection team will examine the item to ensure it has not been damaged or worn during the 14-day period.
  • If the item shows signs of damage or excessive wear and tear, the exchange request may be denied.

6. Contact Information

For assistance with exchanges or if you have any questions, please reach out to us using the following contact details:

  • Phone: 770-828-5540
  • Email: orders@icebox.com
  • Our office hours are Monday - Friday, 11:00 AM - 7:00 PM EST.

Thank you for choosing Icebox Diamonds & Watches. We appreciate your understanding of our policies and are committed to providing you with the best customer service experience.