Refund policy

At ÌTURA, every piece is carefully inspected, packaged, and quality-checked before it leaves us. Because of the personal and hygienic nature of jewelry, we maintain strict exchange, return, and refund guidelines to protect product integrity and ensure fairness for all customers.

We encourage customers to carefully review product descriptions, dimensions, sizing information, material details, and product images before placing an order.

Differences in personal preference, perceived size, or expectations after delivery do not qualify for exchange or refund.

1. Exchange Eligibility

Customers may request an exchange within 72 hours of receiving their order if:

  • The wrong item was delivered.
  • The item received differs from what was ordered.
  • The item arrives damaged due to a verified manufacturing defect.
  • The item arrives damaged as a result of a fulfillment error on our end.

All exchange requests must be submitted to our Customer Resolution team within the approved exchange window.

2. Conditions for Approved Exchanges

To qualify for an exchange, the item must:

  • Be unworn and unused.
  • Be in its original condition.
  • Be returned with all original packaging, jewelry pouch, tags, inserts, certificates (where applicable), and branded materials.
  • Show no signs of wear, damage, alteration, perfume exposure, scratches, dents, or misuse.

ITURA reserves the right to decline any exchange request that does not meet these conditions.

3. What Doesn't Qualify for an Exchange

The situations below don't automatically qualify for an exchange. We've listed them here so there are no surprises.

Change of Preference

  • Change of mind after purchase.
  • Preference for a different design after delivery.
  • Gifts where the recipient prefers a different style.
  • Requests to swap for a different product after successful delivery.

Ordering Errors

  • Wrong size selected during checkout.
  • Wrong colour, finish, variant, or style selected during checkout.
  • Failure to review sizing guides, dimensions, product descriptions, or product images before purchase.

Sizing-related exchange requests may be considered at ITURA's discretion, subject to product availability and compliance with all exchange eligibility requirements. If approved:

  • The item must be unworn, unused, and returned in its original condition.
  • You are responsible for all return shipping and re-delivery costs.
  • Any applicable price difference between sizes or product variants must be paid before we dispatch your replacement.
  • Approval of one sizing exchange does not guarantee approval of future requests.

ITURA reserves the right to decline sizing exchange requests that do not meet these requirements.

Please note: sizing exchanges (wrong size selected at checkout) are different from ring resizing under our warranty. If you need a ring resized after purchase due to a fit issue over time, please refer to our warranty.

Product Expectation Issues

  • The product appears larger or smaller than expected, despite dimensions, specifications, and images being available on the website.
  • Product appearance differs from expectations where website images and descriptions accurately represent the item.

Customer-Caused Damage

  • Bent earring posts, backs, hooks, clasps, or fastenings.
  • Scratches, dents, chips, breakages, or impact damage occurring after delivery.
  • Damage caused by improper storage, accidents, misuse, or handling after delivery.

Late Requests

  • Exchange requests submitted after the 72-hour window.

4. Exchange Shipping Costs

Where an exchange is approved:

  • You are responsible for all return shipping and re-delivery costs for sizing exchanges, preference-based exchanges, or any exchange not resulting from an ITURA fulfillment error or verified manufacturing defect.
  • ITURA will cover logistics costs only where the exchange results directly from a verified fulfillment error or manufacturing defect.
  • Additional logistics charges may apply for exchanges requiring special handling or reshipment.

5. Missing or Damaged Packaging

Items returned without their original packaging, jewelry pouch, tags, inserts, certificates (where applicable), or branded materials may be rejected for exchange. The final decision rests with ITURA.

6. Refund Policy

ITURA does not offer refunds for:

  • Change-of-mind purchases.
  • Incorrect size or variant selection.
  • Gift purchases.
  • Customer preference changes.
  • Customer-caused damage.
  • Products returned without meeting exchange eligibility requirements.

Refunds are only considered where:

  • An order cannot be fulfilled by ITURA; or
  • A verified fulfillment error or manufacturing defect cannot reasonably be resolved through replacement or exchange.

Where approved, refunds are processed to your original payment method within applicable banking timelines.

7. Order Cancellations

Orders may only be cancelled before processing begins. 

Once an order has entered fulfillment, packaging, personalization, or shipment, we may no longer be able to accommodate a cancellation request.

8. Final Sale Items

The following items are considered final sale and are not eligible for exchange, return, or refund except where a verified manufacturing defect or fulfillment error exists:

  • Earrings (for hygiene and safety reasons).
  • Personalized or customized pieces.
  • Engraved items.
  • Limited edition collections.
  • Gift cards.
  • Sale, promotional, discounted, or clearance items.
  • Any item specifically marked as “Final Sale” at the time of purchase.

9. Jewelry Care & Product Responsibility

ÌTURA jewelry is made to be worn and enjoyed every day, but proper care is essential to preserve its beauty and longevity.

Customers are responsible for following the Jewelry Care Guide provided by ITURA with every order.

The following are not considered manufacturing defects and are therefore not eligible for exchange, replacement, or refund:

  • Bent earring posts, backs, hooks, clasps, or fastenings caused by handling or wear.
  • Scratches, dents, chips, breakages, or impact damage occurring after delivery.
  • Damage caused by dropping, pulling, snagging, improper storage, or accidental force.
  • Exposure to chlorine or other chemicals.
  • Damage resulting from third-party repairs, modifications, resizing, or alterations.
  • Loss of jewelry pieces or components after delivery.

Customers are encouraged to inspect their order as soon as it arrives and flag any concerns within the 72-hour window.

10. Quality Inspection of Returns

All items submitted for exchange, replacement, store credit, or refund will undergo a quality inspection by the ITURA team upon receipt.

If inspection determines that:

  • The item has been worn, used, altered, damaged, or improperly cared for.
  • The item does not meet exchange eligibility requirements.
  • The issue reported is not due to a manufacturing defect or fulfillment error.

ITURA reserves the right to reject the request and return the item to the customer.

11. Store Credit

In exceptional circumstances where ITURA elects to accept a return outside of standard policy requirements, any approved compensation may be issued as ITURA Store Credit at our sole discretion.

Store Credit:

  • Cannot be exchanged for cash.
  • Cannot be transferred to another customer.
  • Cannot be refunded.
  • Must be used within any validity period communicated at issuance.

12. Final Decision

To protect product quality and prevent abuse of our exchange policy, ITURA reserves the right to inspect all returned items and make the final determination regarding eligibility for exchange, replacement, store credit, or refund.

13. Our Warranty

Every piece purchased directly from ITURA includes our complimentary 3-Year Care Warranty and 1-Year Replacement Warranty. These cover verified manufacturing and craftsmanship defects, ring resizing, replating services for eligible pieces, and more.

For full details on what’s covered, how to submit a claim, and applicable service fees, please visit our Warranty page.

14. Policy Acceptance

By placing an order on the ÌTURA website, you confirm that you have read, understood, and agreed to this Exchanges, Returns & Refunds Policy, the Jewelry Care Guide, and all product care requirements, exchange conditions, and limitations outlined herein.

How to Request an Exchange, Return, or Refund

To get the process started, email our Customer Resolution Team within the applicable eligibility period at returns@iturajewelry.com.

Requests must include:

  • Full name.
  • Order number.
  • Reason for the request.
  • Clear photographs of the item.
  • Clear photographs of the item’s original packaging and accompanying materials.

All requests are subject to review and approval by the ITURA Customer Resolution Team.

Returns, exchanges, or refunds will not be accepted without prior written authorization from ITURA.

Where a return is approved, customers will receive detailed return instructions. Items returned without authorization may be refused and returned to the sender at the customer’s expense.