Return & Exchange
Customer Service for any purchase, including returns, is handled through the Contact page by filing a help request.
The Contact page is the best and most effective way to resolve any issue related to an existing order.
Email support is available 24/7
Our return policy lasts 30 days from the date of purchase. Returns are not accepted after 30 days unless approved by a staff member and due to an extenuating circumstance.
This industry-leading time frame allows ample time for you to test any item for defects.
Return and Exchange Process:
File a help request using the form located on our Contact Us page.
You will need:
- Your full name
- Order number
- Date of purchase (not the date of delivery)
- The name of the product you are returning
- Reason for return - PLEASE DESCRIBE THE ITEM'S DEFECT
- Type of return, ie: defective item, DOA, incorrect item, buyer's remorse, etc.
- Exchange type request, ie: “same item exchanged” or “store credit towards alternate item(s)” or “refund (if your product qualifies for buyer's remorse)”
*Please note that you may be asked to provide photographic or video proof of the item's defect. This typically applies to major visual defects or other extenuating circumstances. It is not a common request for us to make, but please know that we reserve the right to make this request.
Exchange Option 1
Ortijewelry.com will provide you with a return label and RMA Number within 24 hours of receiving your request. You are then responsible for carefully packaging the item and using the provided label to ship the item back to us. Once we've received the item, we will need up to 48 hours to inspect and process the return. We will review your return request and respond in our Support Portal to fulfill your exchange, based on the type of exchange you'd prefer. After this process is complete, we will package your exchange and email you the new tracking number.
Exchange Option 2
This is for customers that would prefer their exchange item be sent to them prior to the exchange process being completed, thus circumventing the turnaround time for exchanges. You must simply make a new purchase for your exchange item from our website with your own funds. Once you've done this, please include the new order number in your return request email.
Once we receive your return request, along with proof that you've already purchased your exchange product, we will provide you a return label along with an RMA number. You are then responsible for carefully packaging the item and, using the provided label, shipping the item back to us. Once we've received the returned item, we will need up to 48 hours to inspect and process the return. We will then review your return request and fulfill your exchange. After this process is finished, we will simply refund the total amount of the returned item to the original form of payment used to make the purchase.
Simply put, you buy the exchange item yourself and send us proof of doing so, then when we get your defective device we provide a refund to the original form of payment used.
Issues not covered by warranty:
- Cosmetic issues such as: Paint, Leakage, Tanks not sitting flush.
- Any damage caused by the customer while using the device.
In order for your defective item to be eligible for exchange or credit, it must meet the following requirements:
- Must not show signs of physical damage or excessive cosmetic scratching
- Cannot be returned for minor visual defects, including minor scuffs or discoloration
- All accessories included in the original package must be returned as well
- Please package your return in a similar fashion as you originally received it. We cannot give full credit on devices that are damaged during transportation back to us due to poor packaging
- If damage during transportation is clearly the fault of the carrier, you will not be held liable as long as the item was packed with care
Refund and Exchange Policy:
Ortijewelry.com will provide refunds only upon our approval. If not eligible for a refund, we only provide a direct exchange for defective items or credit towards an alternate item. DOA, wrong items, or buyer's remorse items are the exception to this rule. Our DOA and buyer's remorse policy is outlined below.
DOA, Missing, & Wrong Items:
All dead on arrival, missing components, or wrong item claims must be reported back to us within 72 hours from the time of delivery. Please inspect your items carefully upon receiving them; it is important you use the time allotted to check if the item is DOA. We will only accept returns from the excluded item list if it is a DOA item and is reported within the 72 hours.
The warranty excludes coverage for damage resulting from accident, disassembly, customized modification, or user-error.
Please note that we do not accept returns on items that are not defective but are opened or used. This would be considered "buyer's remorse."
We only accept buyer's remorse returns if the item is unopened (and unused) in its original packaging and plastic seal. In other words, you must return it exactly as you received it if you would like to invoke the buyer's remorse policy.
In order to start a return, you must use our Contact Us page and file a help request for returning the item. For buyer's remorse returns, the customer is responsible for return shipping. Ortijewelry.com does not compensate shipping costs for buyer's remorse returns. We will provide an RMA Number postmarked within the 30-Day window, the RMA number needs to be written clearly on the exterior of the package. Without this number, our receiving department will be forced to completely disregard the package.
For order cancellation requests, you must use our Contact Us page or Live Chat and file a help request to cancel your order. If the order has already been shipped, we are unable to cancel the order.
Refunds (if applicable):
Once your return is received and inspected, we will notify you to that end by email. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. This can take several days depending on the merchant provider and credit card issuer.
Late Or Missing Refunds (if applicable):
If you haven’t received a refund yet, first please check your bank account again and/or contact your credit card company. It may take some time before your refund is officially posted. There can often be a significant amount of time between our issuance of the refund and the posting of the funds in your account.
If you ultimately believe an error has occurred on our side, and isn’t simply a matter of the banks doing things on their own timetable, please do contact us at firstname.lastname@example.org
Ortijewelry.com covers all shipping costs related to returns and exchanges for defective item returns. Shipping costs for buyer's remorse returns are not covered by Ortijewelry.com.
Depending on your location, the actual time it may take for your exchanged product to reach you may vary.
If an item is lost or damaged, please contact us. We will then initiate an investigation which may take up to 30 days to complete. Based on the information provided, and tracking data from the respective carrier, the time of investigation may vary.
Note: We are not responsible for lost, stolen, or otherwise damaged products returned to Ortijewelry.com. If we recognize the package has been damaged, or the products being returned are missing or not our product, we will notify you within 48 hours of processing your return.