At Aureza, we want you to love your personalized jewelry. Every piece is carefully crafted specifically for you based on the personalization details you provide. Because each item is made to order, our return policy differs from that of standard retail products. However, if your order arrives damaged, defective, or incorrect, we're here to help and will work to make it right.
Each Aureza piece is custom-made according to the personalization details you submit at checkout. For this reason, personalized items cannot be returned or refunded due to changes of mind, incorrect personalization provided by the customer, or other non-defective reasons.
Please carefully review all names, dates, initials, spelling, formatting, and shipping information before placing your order.
If your item arrives damaged, defective, incorrect, or if the personalization does not match the information you submitted due to an error on our part, we will gladly replace it at no additional cost.
To be eligible for a replacement, please contact us within 7 days of delivery and provide the information requested in the "Reporting an Issue" section below.
As each Aureza piece is made to order, replacements are only available for products that qualify under this policy and are not available for customer errors in personalization details submitted at checkout.
To help us review your request, please provide:
Providing complete information allows us to process your request as quickly as possible.
Each Aureza piece is individually crafted. Slight variations in engraving, finish, color tone, or placement may naturally occur and are not considered manufacturing defects.
Once we receive your claim, our team will carefully review the information provided to determine whether it qualifies under this policy. If additional information is required, we may contact you before making a decision.
Approved claims will receive one replacement of the original item. Replacement items are considered final and are not eligible for additional replacements unless a separate manufacturing defect is identified.
Aureza provides a 1-year limited warranty from the date of delivery covering defects in materials or workmanship under normal use.
If your warranty claim is approved, we will replace the original item. Depending on your location, shipping or handling charges may apply. Any applicable costs will always be communicated before your replacement is processed.
This warranty does not cover:
Once your order has been shipped, delivery is handled by our shipping partners. If your package arrives damaged or appears to be lost during transit, please contact us as soon as possible. We'll gladly assist you in working with the shipping carrier to resolve the issue whenever possible.
Customers are responsible for ensuring that all personalization details, shipping addresses, and contact information are accurate before completing their purchase.
Orders created using incorrect information provided by the customer are not eligible for refunds or replacements.
You may request changes or cancel your order within 12 hours of purchase.
After this period, your order enters production and can no longer be modified or canceled, as every item is custom-made specifically for you.
To protect both our customers and our business, Aureza reserves the right to decline claims that are determined to be fraudulent, abusive, or inconsistent with this policy.
This policy applies to Aureza's personalized products and does not affect any statutory consumer rights available under applicable law.
If you have any questions or need assistance with your order, please contact us at:
Our team is committed to providing prompt, fair, and friendly support, and we'll do our best to resolve any concerns as quickly as possible.
