Refund policy
Return & Exchange Policy
At Mettlux, we want you to love your purchase. If you are not completely satisfied, we offer returns on eligible items under the following conditions.
Return Eligibility
Regular, non-custom items may be returned within 14 days of delivery for a refund or store credit.
To be eligible for a return:
- Item must be unworn, unused, and in original condition.
- Item must be returned in its original packaging.
- All tags, certificates, and accessories must be included.
- Proof of purchase is required.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged:
- Custom-made jewelry
- Personalized or engraved items
- Special orders made specifically for a customer
- Items damaged due to misuse, accidents, or improper care
- Gift cards
Return Process
To request a return, please contact us at support@mettlux.com within 14 days of receiving your order.
Customers are responsible for return shipping costs and insurance. We strongly recommend using a trackable and insured shipping method, as Mettlux is not responsible for lost or damaged return packages.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be issued to the original payment method within 5–10 business days.
Original shipping charges are non-refundable.
Exchanges
We will replace items only if they arrive damaged or defective. Please contact us within 48 hours of delivery if there is an issue with your order.
Contact
For return requests or questions, please contact:
Mettlux
support@mettlux.com
Custom Jewelry Policy
All custom-made, personalized, modified, engraved, and special-order jewelry is final sale.
Because custom pieces are created specifically to your specifications, we do not accept returns, exchanges, cancellations, or refunds once production has begun.
Before production starts, customers are responsible for reviewing and approving all design details, including but not limited to:
- Metal type
- Stone selection
- Ring size
- Measurements and dimensions
- Engravings
- Design specifications
Mettlux is not responsible for errors in information provided by the customer after approval has been given.
If a custom item arrives damaged or contains a manufacturing defect, please contact us within 48 hours of delivery. We will evaluate the issue and, if confirmed, repair or replace the item at our discretion.
Natural variations in gemstones, precious metals, hand-finishing, and craftsmanship are not considered defects and may differ slightly from photos, renderings, or samples.
By placing an order for a custom piece, the customer acknowledges and agrees that custom jewelry is non-refundable and non-returnable.