Return eligibility

Our return window is 30 days from the date your order is fulfilled and shipped from our warehouse.

If more than 30 days have passed since your order shipped, we are unable to offer a return, refund, exchange, or store credit.

To be eligible, items must be unused, unworn, in new condition, and returned in their original packaging. All returns are subject to validation and approval at Impuria Jewelry's discretion.

We monitor return activity for abuse. Where excessive or potentially fraudulent activity is detected, we reserve the right to refuse future returns from that customer.

One return per order

All eligible items from an order must be included in the same return request and sent back in a single shipment.

Additional return requests submitted after a return has been approved, processed, or completed will not be accepted.

Final sale items

Final sale items cannot be returned, refunded, exchanged, or issued store credit.

• Items purchased on sale, clearance, promotional pricing, or as part of a promotional bundle
• Gift cards
• Items from our 14K Solid Gold Collection
• Digital products
• Shipping charges, which are non-refundable in all cases

If a final sale item is returned to us, no refund, exchange, or store credit will be issued.

Refunds

All approved refunds are issued as Impuria Jewelry Store Credit only, and that credit never expires.

We do not process refunds back to the original payment method. Original shipping charges are non-refundable. Returns sent directly to our warehouse without an approved return request may not be processed.

Return process

Every return must be submitted through our Returns Portal.

Our customer service team is unable to process returns manually outside of the portal.

1. Submit your return request through the Returns Portal.
2. If your request is approved, you will receive return instructions by email.
3. If the portal does not allow a return request, your order is not eligible for return.

Return shipping

Customers are responsible for all return shipping costs, and shipping charges are non-refundable.

Once your return is approved, package the item securely along with your order information and return authorisation number. Buy your own return label, and use a trackable service — Impuria Jewelry is not responsible for returns lost in transit.

For international returns, mark the package as a return and describe the contents as jewelry with a declared value of $10 USD. Any customs, duties, carrier fees, or other charges incurred during the return process — including those caused by improper declarations — may be deducted from your store credit.

Approved returns are typically processed within 5–10 business days of arriving at our warehouse. During peak periods, processing may take up to three weeks.

Return inspection

Every returned item is inspected on arrival, and a rejected return receives no refund, exchange, or store credit.

Items returned damaged, worn, altered, missing components, missing original packaging, or otherwise not in original condition may be rejected.

Returns sent without approval, sent to the wrong address, or that do not comply with these policies may be refused and returned to the sender at the sender's expense.

Partial returns

You may return eligible individual items from an order. Store credit is issued only for approved returned items, and original shipping charges are non-refundable.

Exchanges

We do not offer direct exchanges.

Eligible items may be returned through our Returns Portal. Once approved and processed, you will receive store credit to put toward a new purchase.

Missing or incorrect items

Claims for missing items, incorrect items, damaged shipments, or incomplete orders must be reported within 10 days of the delivery date shown by the carrier.

Defective items

If you believe an item is defective, contact us within 30 days of delivery with clear photographs of the issue.

All defect claims are subject to inspection and approval by Impuria Jewelry, and we reserve the right to determine whether an item qualifies as defective.

Items damaged through normal wear and tear, improper use, accidental damage, improper insertion or removal, modification, loss, theft, exposure to harsh chemicals, or failure to follow care instructions are not considered defective. Variations in size, colour, stone placement, or appearance that fall within normal manufacturing tolerances are not defects.

Where a defect claim is approved, Impuria Jewelry may, at its sole discretion, provide a replacement item, store credit, or another appropriate resolution.

Ordering the wrong item

Ordering the incorrect item does not qualify an order for a refund outside our standard return policy.

Customers are responsible for selecting the correct style, gauge, diameter, post length, metal colour, and quantity before placing an order. Please review all product specifications carefully before completing your purchase.

Cancellations & order changes

Once an order has been sent to our fulfilment centre, it cannot be changed or cancelled.

Orders begin processing shortly after payment is accepted, so changes and cancellations cannot be guaranteed once an order has been placed. If a cancellation exception is approved, the refund is issued as store credit.

Duplicate orders

Orders placed accidentally, duplicate orders, and orders submitted multiple times due to customer error are subject to our cancellation policy, and may not be eligible for cancellation once processing has begun.

Incorrect or incomplete addresses

Orders returned due to an incorrect or incomplete address are not eligible for a refund, replacement, or store credit.

Customers are responsible for providing a complete and accurate shipping address and phone number at checkout. Impuria Jewelry is not responsible for orders delayed, lost, returned, or undeliverable because of incorrect or incomplete information.

If a package is returned to our facility, you may request that the order be reshipped. You are responsible for all reshipment costs, return shipping charges, duties, taxes, and applicable carrier fees.

Unclaimed packages & refused deliveries

Failure to collect a package, refusal of delivery, or failure to pay required customs, duties, taxes, import fees, brokerage fees, or carrier fees does not qualify for a refund, replacement, or store credit.

Customers are responsible for monitoring their shipment and collecting their package from the carrier, local post office, or customs office when required.

If a package is returned to our facility, you may request that the order be reshipped. You are responsible for all reshipment costs, return shipping charges, duties, taxes, and applicable carrier fees.

Delivered but not received

Once a package is marked delivered by the carrier, responsibility for it transfers to the customer.

Impuria Jewelry is not responsible for packages lost, stolen, or missing after delivery has been confirmed by the carrier. Before contacting us, please check with household members, neighbours, building management, mailrooms, and the shipping carrier.

You may be required to file a missing package claim directly with the carrier and provide us with the claim or case number before we can assist further.

• File a USPS claim
• File a Canada Post claim
• File a UPS claim

Impuria Jewelry reserves the right to deny claims where the carrier confirms successful delivery to the address provided at checkout.

Chargebacks & payment disputes

Initiating a chargeback or payment dispute does not override the terms of this policy.

Impuria Jewelry reserves the right to provide order records, tracking information, delivery confirmations, customer communications, return records, and policy acknowledgements to the payment processor or financial institution as evidence during a dispute investigation.

If a chargeback is initiated after store credit, a replacement product, warranty service, or another resolution has already been provided, we reserve the right to recover the value of anything previously issued. Customers who initiate fraudulent or abusive chargebacks may be restricted from making future purchases.