Customer Information
Refund & Return Policy
This policy explains return eligibility, non-returnable items, refund processing, damaged products, exchanges, custom orders, and how to request support.
01
Return Eligibility
Eligible non-custom items may be requested for return within 14 calendar days after confirmed delivery.
A return must be approved before the item is sent back. Unapproved returns may be refused or delayed.
Eligibility depends on the item type, condition, packaging, purchase method, and whether the product was customized.
02
Non-Returnable Items
The following items are generally not returnable unless they arrive damaged, defective, or materially different from the approved order:
- Personalized or engraved products
- Custom-sized rings or made-to-measure pieces
- Wire-name creations and handmade custom artwork
- Products altered at the customer’s request
- Items marked final sale or clearance
- Used, worn, washed, damaged, or modified items
- Gift cards, where offered
03
How to Request a Return
Contact Copper Moment before returning any item and provide:
- Order number
- Customer name and email
- Item being returned
- Reason for the request
- Clear photos for damage, defect, or incorrect-item claims
Return instructions and the approved return address will be provided after review.
04
Required Item Condition
Returned products must be unused, unworn, unaltered, and in resalable condition.
Original packaging, tags, certificates, accessories, and included components should be returned where applicable.
Items damaged through use, improper care, mishandling, chemicals, impact, moisture, or unauthorized repair may not qualify.
05
Return Shipping Costs
Customers are normally responsible for return shipping costs unless Copper Moment confirms that the item was damaged, defective, or incorrectly supplied.
Original shipping charges are generally non-refundable.
Tracked and adequately insured return shipping is recommended. Copper Moment is not responsible for returns lost before receipt.
06
Refund Processing
Approved refunds are processed after the returned item is received and inspected.
Refunds are normally issued to the original payment method when technically available.
Bank, card, or payment-provider posting times may vary after the refund is submitted.
Any approved deductions for damage, missing components, non-refundable shipping, or restocking will be communicated before completion.
07
Damaged, Defective, or Incorrect Items
Report visible damage, defects, missing components, or incorrect items as soon as possible after delivery.
Keep the packaging and product until the claim is reviewed.
Depending on the circumstances, the available resolution may include repair, replacement, store credit, partial refund, or full refund.
08
Exchanges
Exchanges depend on product eligibility, availability, size, condition, and whether customization was involved.
Price differences, additional shipping, resizing, or customization charges may apply.
An exchange is not confirmed until approved in writing.
09
Custom & Personalized Orders
Custom and personalized orders are produced from customer-approved information and are generally final sale.
Customers must verify spelling, dates, initials, sizing, colors, materials, measurements, and design details before approval.
If Copper Moment makes an error that differs from the approved instructions, the issue will be reviewed for correction or another appropriate remedy.
10
Order Cancellations
Cancellation requests should be submitted immediately after purchase.
Cancellation cannot be guaranteed after processing, personalization, production, packaging, or shipment begins.
Custom-order deposits, design work, materials, or production charges may be non-refundable once work has started.
Return Support
Need Help with a Return, Exchange, or Damaged Item?
Contact Copper Moment with the order number and relevant photos.