Refund policy

Custom Orders:

Due to the bespoke nature of our customized products, including those with 24K Gold, Rose Gold, Platinum finishes, simulated or VVS1 diamonds, gemstones, and personalised engravings, we do not accept returns or offer refunds on custom orders. All custom orders are final sale. We encourage our customers to carefully review their customisation choices before confirming their order.

Non-Custom Items:

For non-customised products, you may return or exchange your item within 14 days of receiving it, provided that the item is in its original condition, unused, and with all original packaging, documentation, and certificates. Please note that a restocking fee of 35% may apply.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@trulyexquisite.store.

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@trulyexquisite.store. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you receive a product that is damaged or defective, please contact our customer service team within 3 days of receipt. We will arrange for a return, exchange, or repair at no additional cost to you. Please provide photos and a detailed description of the issue to expedite the process.

Exceptions / non-returnable items
Certain types of items cannot be returned custom products (such as special limited edition orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 (that is non customised or limited edition) within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@trulyexquisite.store.