Return & Refund Policy
1. Time period for accepting the return of goods
Exchanges/refunds will be given within 14 days of receiving the product. Please make sure you have checked your order carefully before completing your purchase. To begin your return process, please contact: service@thespaceice.com You will receive a response within 48 business hours.
2. Requirements for returns and exchanges
- Returns must be sent back within 14 days of the delivery date.
- All returns must be in unused, unworn and resalable condition. Products that have been altered or damaged, including wear, stains, scratches and cologne/perfume scents are not eligible and will be returned to you at your expense. Thespaceice does not offer pre-paid shipping labels.
- The item must be returned in its original packaging.
- The cost of return and re-shipment is at the buyer's expense. We are unable to refund your original postage or return postage unless the product is defective/incorrect.
- If you want to return and then exchange the item for a different size or style, you can place a new order for the size or style you want.
TIPS:
• All sales of custom made items are final. We do not offer refunds, exchanges, or replacements. Items with "engraved", "moissanite ","designer", "custom", "personalized", "photo", "personalized jewelry" and final sale cannot be returned or exchanged.
• Please note that if an item is returned to us for non-payment of duties and taxes, we will charge a 30% restocking fee.
• Refused or unclaimed packages
Packages shipped within the United States that are returned to us as rejected or unclaimed are subject to a 20% restocking fee. Shipping fees are non-refundable and will be deducted from the item refund.
• International Rejected Shipments.
The customer is responsible for the original shipping charges, any import fees, duties and/or taxes incurred on the package, and the cost of returning the package to Thespaceice, even if you refuse to ship. This amount will be deducted from the refund of your merchandise. If the return cost exceeds the amount of the item plus shipping charges, the package will be abandoned and you will not receive a refund.
3. Steps to be taken by returning customers
- To begin your return process, please contact: service@thespaceice.com You will receive a response within 48 business hours. The return address is not the address on your package, so please contact our customer service first and get a return authorization.
- If your return is accepted, we will send you a return address, and instructions on how to return the item. Items sent back to us without first requesting a return will not be accepted.
- Once a return is approved, customers have 5 days to return their purchased items. We need to be given the order number, the shipping carrier and the shipping label.
- Please allow up to 5 business days for your item to be shipped after the exchange has been processed (except for backordered items).
- Custom and solid gold items will not be accepted for return, as each piece is custom made.
- Thespaceice will only provide domestic prepaid return labels if we make a mistake.
4. How long does it take for a customer to receive a refund?
- Once we have received and inspected your return, we will notify you within 7 business days and let you know if the refund has been approved. If approved, you will automatically receive a refund in your original payment method within 10 business days. Please keep in mind that it will also take some time for your bank or credit card company to process and issue the refund.
*Please note:
Standard shipping charges prior to the discount will apply and are non-refundable. While you may have taken advantage of free or low cost shipping, we do cover the original shipping costs for each order. Therefore, we will not refund our original shipping costs.
- The cost of returning and reshipping is the responsibility of the buyer. Unless the product is defective/incorrect.
- About exchanges
The fastest way to make sure you get what you want is to return your item and once the return is accepted, make a separate purchase for the new item.
6. Damages and problems- Please inspect your order upon receipt and if the item is defective, damaged or received in error, please contact us immediately so that we can assess the problem and correct it.
- Customers who receive the wrong item as well as items that are broken, defective, or have incorrect engraving TheSpaceice will resend a new product. (For broken or defective items, the customer must contact TheSpaceic's customer service within 48 hours of receiving the order.)