Cancellation and Returns Policy

Overview

Just send us an email within 10 days from the day you receive your parcel saying you’d like a refund or exchange. Then, we’ll send you step-by-step instructions for returning your jewelry. Please note:

• All pieces from our Final Sale collection are excluded from exchanges or returns.
• Promotional or sale items are excluded from exchanges.

After we have provided you with the return address, please return your items within seven (7) working days. Items returned after seven days will not be eligible for an exchange or refund.

We no longer offer direct exchanges for promotional or sale items. However, if you need to return an item, we’ll be more than happy to assist you in processing the return, and in return, we’ll issue you a voucher. This voucher can be used towards your future purchases.

If you need to return an item, our customer service agent will provide you with a return address and all necessary details. Please ensure that the provided information is clearly visible on the package label or box. We kindly ask that you also provide us with a return tracking number via email at connect@pretiosus.co to ensure that we can follow the progress of your return.

You will be responsible for the shipping fee on sending the item(s) back to us. However, if you decide to proceed with an exchange, we will cover the shipping costs to send the new item(s) back out to you. Exchanges are possible only for full priced items.

Once your package has arrived at our facility it will take a few days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us.

As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process.

 
Note: To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. Please also note that Pretiosus gift cards are non-refundable. Please note that for all countries taxes, duties, and shipping costs are non-refundable.

Return/exchange broken or defective item(s): You must attach a package opening video that clearly shows the broken/defective items and describe the issue(s) with your item.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at connect@pretiosus.co . We will inform the further details.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.