Refund policy
Returns and refunds policy
Return window
You have 30 days from the day you receive your order to request a return. To be accepted, your piece must:
- Be unopened and unused, in the same condition you received it
- Be in its original packaging
- Come with your order number
How to start a return
Email us at quinvorasnake@outlook.com with your order number and the piece you want to return. Once your request is approved, we will send you the instructions and the return address.
Important: returns sent without prior authorization may be refused. Return shipping costs are paid by the customer.
Damaged, defective or wrong items
Please check your order as soon as it arrives. If your piece arrives damaged, defective or is not the one you ordered, write to us at quinvorasnake@outlook.com within 7 days of delivery and include:
- Your order number
- A short video of the piece showing the problem
- A photo of the packaging it arrived in
- A photo of your order or tracking number handwritten on a piece of paper, next to the piece
Claims without this information cannot be processed. Each claim is reviewed individually. If it is approved, we will replace your piece and tell you whether it needs to be sent back to us.
Non-returnable items
For hygiene reasons, jewelry that shows signs of wear cannot be returned.
Exchanges
The fastest way to get a different color is to return your piece and, once the return is accepted, place a new order.
Refunds
We will notify you as soon as we receive and inspect your return. If it is approved, the refund is issued to your original payment method within 5–10 business days. If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at quinvorasnake@outlook.com.
Matching bracelet
If your necklace includes a matching bracelet, please return the bracelet together with the necklace, unopened, unused and in its original packaging.