Refund policy
RETURN & REFUND POLICY
Last Updated: June 2026
At GothicIce, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.
Return Eligibility
We accept returns within 14 days of delivery for eligible items.
To qualify for a return:
- Item must be unused and unworn.
- Item must be in its original packaging.
- Item must be in the same condition as received.
- Proof of purchase is required.
Non-Returnable Items
The following items are not eligible for return, refund, or exchange:
- Custom jewelry and personalized items.
- Made-to-order products.
- Grillz and custom dental jewelry.
- Customized photo pendants.
- Custom name pendants.
- Solid gold custom orders.
- Moissanite Cuban chains and tennis chains made to order.
- Sale items and promotional products.
- Gift cards.
Once production has started on a custom order, cancellations are not permitted.
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
- A damaged item
- A defective item
- The wrong item
Please contact us within 7 days of delivery at:
Please include:
- Order number
- Product name
- Clear photos or videos showing the issue
We will review the claim and provide a suitable resolution.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error, including:
- Wrong item shipped
- Manufacturing defect
- Item damaged during transit
Original shipping charges are non-refundable.
Restocking Fee
Approved returns may be subject to a 20% restocking fee.
This fee covers processing, inspection, handling, and payment processing costs.
Exchange Policy
We accept exchanges for eligible non-customized items within 14 days of delivery.
Customers are responsible for exchange shipping costs unless the exchange is required due to our error.
Refund Process
Once your return is received and inspected, we will notify you via email.
If approved:
- Refunds will be issued to the original payment method.
- Processing time is typically 5–10 business days depending on your payment provider.
Shipping fees are non-refundable.
Custom Jewelry Warranty
GothicIce stands behind the craftsmanship of our products.
If your custom jewelry experiences a manufacturing defect, we will repair or replace the item at our discretion.
This warranty does not cover:
- Accidental damage
- Water damage
- Misuse or abuse
- Normal wear and tear
- Third-party modifications
Repair services may be available for a fee.
Return Authorization
All returns must be approved before being shipped back.
Returns sent without prior authorization may be refused.
To request a return authorization, please contact:
Contact Information
For questions regarding returns, exchanges, refunds, or order status:
Email: support@gothicice.com
Website: https://gothicice.com