Handled With Integrity, Guided by Care
Our return policy is designed to protect the craftsmanship of our high-value pieces while offering flexibility where truly needed. We ask all clients to review this page carefully before placing an order.
Return Eligibility
To be eligible for a return, the item must meet the following conditions:
- Must be in its original, unworn condition
- Must include original packaging, certificate(s), and any custom documentation
- Must be returned within 45 days of delivery
Returns that do not meet these criteria may be refused or subject to a restocking fee at our discretion.
Non-Returnable & Non-Refundable Items
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Custom or Made-to-Order Pieces: Final sale and non-refundable
- Items returned without original packaging or certification
- Items showing signs of wear, resizing, or alteration not performed by Xavia
- Delayed returns beyond the accepted return window
Return Process
- Contact us at [email protected] or via WhatsApp with your order number, reason, and clear images (if applicable)
- We’ll assess your request and respond within 2 business days
- If approved, you'll receive return instructions and must ship using a trackable and insured method
- No refund or replacement is processed until the item is received and inspected
Refunds
- Approved refunds will be issued to your original payment method within 5–10 business days after inspection
- In select cases, store credit may be issued instead
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No refunds are issued for damaged, incomplete, or altered returns
Compassion Clause (Exceptional Cases)
We understand that rare situations may arise — such as gifting mistakes, sizing issues, or personal emergencies. While our policies are in place to protect our craftsmanship, we will always do our best to support genuine, exceptional cases with understanding.
Exchanges & Resizing
- We offer one complimentary resizing within 60 days for eligible ring styles
- Exchanges may be accepted on a case-by-case basis for items of equal or greater value
For more, please refer to our FAQs.
Return Assistance
We're here to support you throughout the return process. For approvals or questions:
