Return, Refund & Warranty Policy

We want you to love your Ice Stone pieces. However, due to the premium, high-value, and personal nature of our luxury jewelry, we enforce a strict policy to ensure the highest standards of quality, safety, and hygiene for all our customers.

We have a 14-day return policy, which means you have 14 days after the tracking system marks your item as "Delivered" to request a return for eligible products. Requests made after 14 days will be strictly rejected.

To be eligible for a return/refund, your item must be in the identical condition that you received it: completely unworn, unused, scratch-free, with all original tags attached, and still factory-sealed inside its original, undamaged luxury packaging (including custom boxes, protective films, and pouches). You will also need the receipt or proof of purchase.

❌ STRICT NON-RETURNABLE ITEMS & FINAL SALES

Certain types of items cannot be returned, exchanged, or refunded under any circumstances. By completing a purchase on our website, you agree that the following items are FINAL SALE:

  • Grillz & Mouth Jewelry: Due to strict health and oral hygiene regulations, all Grillz and mouth jewelry are final sale once dispatched from our facility. We cannot verify if oral products have been tried on, touched, or contaminated; therefore, no returns, exchanges, or refunds will be accepted for Grillz under any circumstances.
  • Custom & Personalized Products: Any items made-to-order, customized, personalized (including custom engravings, specific custom sizing, or custom-designed hip-hop pieces), or specially altered for you are strictly final sale.
  • Sale Items & Gift Cards: We do not accept returns or refunds on items purchased during promotional sales, clearance events, through the use of specific discount codes, or purchases made with gift cards.

🔄 NO EXCHANGES & WRONG SIZING POLICY

Ice Stone strictly enforces a NO EXCHANGES and NO REFUNDS FOR WRONG SIZING policy.

It is the sole responsibility of the customer to ensure the correct size, length, dimensions, and specifications are selected before completing a purchase. Detailed sizing charts and guidelines are provided on our product pages to assist you.

Once an order is dispatched, we will not accept returns, exchanges, or issue refunds if you ordered the incorrect size or style. All sales of personal jewelry, including but not limited to Grillz, rings, chains, and bracelets, are considered final based on the exact specifications selected by the customer at checkout.

🛡️ LIFETIME WARRANTY & ONE-TIME REPLACEMENT

Every authentic Ice Stone creation is crafted with precision, attitude, and built to last forever. We proudly stand behind our quality with a LIFETIME WARRANTY & ONE-TIME REPLACEMENT policy.

Please note that our warranty does not grant cash refunds, but provides a one-time repair or identical item replacement if a manufacturing issue occurs.

What is Covered:

  • Manufacturing or craftsmanship defects.
  • Stone setting loosened under normal wear.
  • Structural integrity issues originating from production.

What is NOT Covered:

  • Color fading, plating loss, or oxidation resulting from natural wear and tear.
  • Accidental damage, structural breakage from dropping, or misuse by the customer.
  • Unauthorized repair, resizing, or alteration completed outside of Ice Stone.

How to Claim Warranty:

To initiate a warranty claim, you must contact us at support@ice-stone.com. You must present your official Ice Stone Warranty Card alongside photographic/video evidence of the defect. If an identical item is no longer available, a store credit or alternative piece of equal value will be provided.

📦 How to Start an Eligible Return (For Sealed, Non-Grillz Stock Items)

To start a return for eligible items that are still factory-sealed, you must contact us first at support@ice-stone.com.

  1. Do not send items back without prior approval. Items sent back to us without first requesting a return will be strictly rejected and returned to sender at their expense.
  2. If your return is accepted, you will be solely responsible for all return shipping costs, tracking, and shipping insurance.
  3. We highly recommend using a trackable shipping service with signature confirmation. We do not guarantee that we will receive your returned item, and we are not liable for items lost, stolen, or damaged during return transit.

Note: All eligible approved refunds are subject to a mandatory 15% Restocking and Processing Fee, which will be automatically deducted from your total refund amount to cover quality control, inspection, and handling costs.

⚠️ Shipping Damages and Issues (Pre-Shipment QC)

Every single order at Ice Stone undergoes strict Quality Control (QC), including high-definition photographic and video documentation of the item's perfect condition before it is packaged and dispatched from our supplier.

If your item arrives damaged or defective directly due to shipping transit, you must contact us within 24 hours of delivery at support@ice-stone.com.

To file a valid transit damage claim, you must provide:

  1. A clear, unedited, continuous unboxing video from the moment the shipping label is shown until the product is fully revealed.
  2. Clear close-up photos of the damaged area.

Note: If transit damage is proven via an unboxing video within 24 hours, we will replace the item immediately. Any damages reported after this window without an unboxing video will be processed under our standard Lifetime Warranty terms instead.

🇪🇺 European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

However, this right DOES NOT apply to:

  • Products sealed for health protection or hygiene purposes (such as Grillz and mouth jewelry) if they have been unsealed or dispatched from our facility.
  • Items customized/personalized to your specifications.

For eligible EU returns, the item must still be in its original unworn, factory-sealed condition, with tags and original packaging intact. EU returns are also strictly subject to the customer covering all return shipping costs and the mandatory 15% restocking fee.

💰 Refunds (For Eligible, Unopened Returns Only)

We will notify you once we’ve received and thoroughly inspected your returned item at our center. We will let you know if the refund is approved or rejected based on the condition of the jewelry.

  • • If approved: You will be refunded on your original payment method within 10 business days (minus the 15% restocking fee).
  • • If rejected: If the item shows signs of wear, minor scratches, fingerprints, or has been opened/altered, the return will be strictly rejected, no refund will be issued, and the item will be shipped back to you at your expense.