Refund policy

XNJewelry Official Refund, Return, and Cancellation Policy
At XNJewelry, we understand that every custom memorial piece carries profound emotional significance. Because our keepsakes are deeply personalized and bespoke—handcrafted specifically to your unique engravings and requirements—all sales of customized products are final. Please review our official policy details below to ensure absolute clarity.
  1. Non-Returnable Custom Items
    Since each personalized piece is a one-of-a-kind art creation, we cannot accept returns, exchanges, or issue refunds for reasons including, but not limited to:
  • Buyer’s remorse, change of mind, or dissatisfaction with the product after production has commenced.
  • Spelling errors, incorrect custom text, or inaccurate sizes submitted by the customer. (To prevent this, our studio team sends a pre-production confirmation email for you to re-verify your specifications).
  • Selecting an incorrect ring size, chain length, or metal finish. Customers are requested to use our standardized size charts carefully prior to purchase.
  1. Order Modifications and Cancellations
    Because we run a streamlined studio workflow, order cancellations or adjustments to personalization details can only be accommodated within 12 hours of placing your order. Once a piece enters our 6-day production phase, the order can no longer be altered or canceled.
  2. Damaged, Defective, or Incorrect Items
    Your trust is our highest priority. In the rare event that your custom heirloom arrives damaged during transit, exhibits a structural defect, or displays a personalization error made by our artisans, we will rectify the issue immediately at no additional cost to you.
  • Process: You must notify our customer support team within 7 days of delivery by emailing us with your order number and clear photographic evidence of the issue.
  • Resolution: Upon verification, we will fast-track the creation of a brand-new, perfect replacement piece and ship it to you via express transit. We do not require you to ship defective personalized items back to us.
  1. Shipping Delays & Delivery Anomalies
    As explicitly outlined in our Shipping Policy, custom crafting coupled with insured international transit requires a standard delivery window of 2 to 3 weeks. We do not issue refunds or accept cancellations due to minor carrier delays, holiday log-jam extensions, or brief customs clearance holds, as these remain outside our immediate operational control. If a package is legally deemed "lost in transit" by the international carrier networks, XNJewelry will cover the loss in full and issue a priority replacement shipment immediately.
  2. Chargebacks and Dispute Prevention
    As a legally registered brand in Wyoming, USA, we strictly adhere to merchant compliance protocols. Initiating a bank chargeback without contacting our studio first to resolve an eligible issue violates our terms. We actively submit our multi-step email verification records, global tracking proofs, and this clear policy to financial institutions to vigorously contest and defeat fraudulent or unauthorized disputes.

  3. Jewelry Care & Natural Wear Disclaimer
    XNJewelry uses premium, industrial-grade plating technologies to bond our Shimmering Gold and Romantic Rose Gold finishes. Please note that while our silver-toned pieces feature the eternal raw finish of the metal and will never fade, all plated jewelry (gold and rose gold) will naturally experience microscopic wear and gentle fading over time depending on individual skin acidity, friction, and daily exposure to elements. 

    This natural evolution of plated finishes is deemed standard cosmetic "wear and tear" under United States consumer trade guidelines and is strictly excluded from our 1-Year Product Warranty. We do not issue refunds, replacements, or accept returns for gradual gold plating fading caused by daily active wear, friction, or exposure to cosmetics, perfume, saltwater, or pool chemicals. For lifelong preservation of the golden brilliance, customers are advised to follow our official jewelry care guidelines.