Exchanges and returns

Each piece is handcrafted with special care to ensure the best quality and a unique design. We understand that sometimes there may be a need for exchanges or returns, so we have designed a fair and reasonable policy for our customers.

  1. Customized Products

Please note:

Personalized products (such as rings with specific initials, numbers, or symbols) are not eligible for returns or exchanges , as they are created exclusively for you. However, if you receive a product that is defective or different from the one you ordered, please contact us and we will resolve the issue.

  1. Changes by Size

If the ring size is not correct, we offer an adjustment service:

  • Deadline to request a change: 14 calendar days from receipt of the product.
  • Conditions:
    • The product must be in its original condition, with no signs of use.
    • Shipping costs for adjustment (round trip) will be the responsibility of the customer.
  • Process: Write to us at brokenjwl@gmail.com with your order number and the details of the new size.
  1. Returns

We accept returns in the following cases:

  • The product has manufacturing defects.
  • You received a different item than the one you ordered.

Deadline to request a return: 14 calendar days from receipt of the product.

Conditions for return:

  • The product must be returned in its original condition, without signs of use and with the original packaging.
  • Once received and reviewed, we will process the refund within 7 business days.

Note: Return shipping costs will be covered by us only in case of manufacturing errors or defects.

  1. Products Not Eligible for Exchanges or Returns
  • Customized or made-to-measure products.
  • Items with visible wear due to use.
  • Products that do not meet the return conditions described.
  1. Process for Changes or Returns
  1. Write to us at brokenjwl@gmail.com indicating your order number and the reason for the exchange or return.
  2. We will send you instructions on how to return or adjust the product.
  3. Once received and reviewed, we will proceed with the adjustment, exchange or refund.
  1. Commitment to Quality

We want you to be completely satisfied with your purchase. If you have any questions or concerns, we are here to help. Please feel free to contact us through our email or social media.