Refund policy
1. Return and Refund Policy
Effective date: 2026-10-01
This policy is provided by Igloo Studios ("Igloo Studios," "we," "us," "our"). It applies to all purchases made at our online store by customers in Canada and the United States.
1.1 Your statutory rights come first
Nothing in this policy limits any right you have under the consumer protection laws of your province, territory, or state. Where local law gives you more protection than this policy, the law applies.
1.2 Return window
You may request a return or exchange within 30 days of the date your order is delivered, as shown by the carrier's tracking record. All products are eligible for return. We do not currently designate any item as final sale.
1.3 Condition categories and restocking fee
| Condition when we receive it | Refund |
|---|---|
| Original condition: unworn, unaltered, tamper seal and tags intact, in original packaging | Full refund of the item price, no restocking fee |
| Opened or altered (defined in 1.4) but otherwise undamaged | Refund of the item price minus a 15% restocking fee |
| Damaged by the customer, or missing major components | Return may be refused and the item sent back to you at your cost, or a deduction applied for the damage, based on our inspection |
1.4 What "opened or altered" means
An item is considered opened or altered if any of the following apply: the tamper-evident seal or security tag has been removed or broken; the item shows signs of wear, including skin oils, lotion, fragrance residue, or scratches; the item has been resized, shortened, engraved, cleaned with chemicals, or otherwise modified; or the original packaging (box, pouch, and any certificate or card) is missing or damaged.
You are always welcome to look at your item through its packaging when it arrives. Removing the seal or tag, or wearing the item, is what triggers the restocking fee.
1.5 When the restocking fee never applies
No restocking fee is charged, and we cover return shipping, if the item arrived damaged, is defective, is not what you ordered, or you are cancelling under a right given to you by law (for example, late delivery under section 3.8 of the Shipping Policy).
1.6 How to start a return
- Email support@igloostudiosjewelry.com within 30 days of delivery with your order number, the item(s) you are returning, and the reason.
- We will reply within 2 days with a return authorization and the return shipping address.
- Pack the item securely in its original packaging and ship it using a trackable, insured shipping method. Keep your receipt and tracking number.
- Returns sent without an authorization, or to an address other than the one we provide, may be delayed or refused.
1.7 Return shipping costs
For change-of-mind returns and exchanges, the customer pays return shipping. We are not responsible for returns lost or damaged in transit back to us, which is why we require a trackable, insured method. For damaged, defective, or incorrect items, we cover return shipping and will send you a prepaid label or reimburse you.
1.8 Refund timing
We inspect returns within 5 business days of receiving them and email you the result. Approved refunds are issued to your original payment method within 5 business days of approval. Your bank or card issuer may take an additional 5 to 10 business days to post the refund. Original shipping charges, including Express shipping, are not refundable unless the return is due to our error or a defective or damaged item.
1.9 Exchanges
To exchange for a different length, width, or style, follow the return process in 1.6 and tell us what you want instead. Exchanges follow the same condition rules and restocking fee in 1.3. If the new item costs more, we will invoice the difference; if it costs less, we will refund the difference. Exchanges are subject to stock availability.
1.10 Damaged, defective, or incorrect orders
If your order arrives damaged, defective, or incorrect, email us within 7 days of delivery with your order number and clear photos or video of the item and packaging. We will provide a replacement or a full refund, including shipping, at your choice. Reporting after 7 days does not remove your rights, but prompt reporting helps us resolve carrier claims.
1.11 Cancelling an order before it ships
You may cancel an order for a full refund at any time before it is dispatched. Email us as soon as possible. Once an order has been dispatched, it can no longer be cancelled and must be handled as a return under this policy.
1.12 Chargebacks
If you have a problem with an order, please contact us first so we can fix it quickly. Nothing in this policy prevents you from contacting your card issuer. If a chargeback is filed, we will respond to it with our order, shipping, and communication records.
2. Limited Warranty (6 Months)
2.1 What is covered
Igloo Studios warrants that each item will be free from defects in materials and workmanship under normal wear for 6 months from the date of delivery. Covered defects include: a stone that loosens or falls out because of a setting defect; a clasp or closure that fails under normal use; and a link, joint, or solder point that breaks under normal wear.
2.2 What is not covered
This warranty does not cover: normal wear and tear, including surface scratches and gradual softening of shine; natural tarnishing of silver, which is expected and can be cleaned; wear, fading, or rubbing of any plating or surface finish; damage from impact, crushing, snagging, pulling, or accidents; damage from chemicals, chlorine, saltwater, hot tubs, lotions, perfumes, or improper cleaning; loss or theft; and items resized, repaired, or altered by anyone other than Igloo Studios.
2.3 How to make a claim
Email support@igloostudiosjewelry.com with your order number, a description of the problem, and clear photos or video. If we need to inspect the item, we will give you shipping instructions. We cover the cost of sending the repaired or replacement item back to you.
2.4 What we will do
For an approved claim, we will, at our option, repair the item, replace it with the same or a comparable item, or refund the purchase price. A repaired or replacement item is covered for the remainder of the original warranty period. Igloo Studios has the final decision on whether a claim is covered under this warranty and which remedy applies, based on our inspection of the item and the information you provide. This does not limit any right you have under applicable law (see 1.1 and 2.5).
2.5 Legal notice for this warranty
This is a limited warranty. It is in addition to, and does not limit, any warranty or condition you have under the law of your province, territory, or state. For customers in Canada, this includes the implied conditions and warranties under provincial sale of goods and consumer protection laws, which cannot be waived in a consumer sale. For customers in the United States, any implied warranty is limited to the extent and duration permitted by law. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so these limitations may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state and province to province.