Refund policy
Last updated: November 1, 2026
This Return and Refund Policy applies to purchases made through orxata.jewelry, operated by LLC “INGENUEER” (identification code 46522003) under the Orxata Transforming Jewelry™ brand.
1. Returns and Exchanges
Under Ukrainian law, jewelry of satisfactory quality is generally non-returnable. However, Orxata Transforming Jewelry offers the following voluntary return and exchange options.
Sterling Silver Jewelry
Sterling silver jewelry may be returned for a refund or exchanged within 3 calendar days of delivery, provided that:
- The item is unworn, undamaged, and in its original condition.
- The original jewelry tag and security seal remain intact.
- The return request is submitted within 3 calendar days of delivery.
Items showing signs of wear, damage, or alteration will not be accepted for voluntary return or exchange.
14K Gold Jewelry
14K gold jewelry is not eligible for voluntary refunds or exchanges.
Archive Sale
Items purchased from the Archive Sale may be returned within 3 calendar days of delivery for store credit only, provided they meet the return conditions above.
Custom-Made and Personalized Jewelry
Items made to individual specifications or personalized for a customer are not eligible for voluntary returns or exchanges.
These conditions apply except where otherwise required by applicable consumer protection laws.
2. Returns for EU Customers
EU consumers may exercise their statutory right of withdrawal within 14 calendar days of receiving an eligible order, subject to applicable legal exceptions.
To withdraw from a purchase, customers must notify us at clientcare@orxata.jewelry within the applicable withdrawal period.
Returned items must be dispatched within 14 calendar days after the withdrawal notice.
Refunds will be issued to the original payment method within the statutory deadline. Where permitted by law, reimbursement may be withheld until the returned goods or proof of their dispatch is received.
Customers are responsible for the direct cost of return shipping, unless otherwise required by law.
3. Return Authorization
All return and exchange requests must be submitted to clientcare@orxata.jewelry, indicating the order number and the item concerned.
Once the request has been reviewed, we will provide return instructions, including the return address and a Return Authorization (RA) number, where applicable.
Please wait for our instructions before shipping your return. This procedure does not restrict applicable statutory withdrawal rights.
4. Return Shipping
For voluntary returns and exchanges, all shipping costs are the customer’s responsibility.
International returns must follow the provided shipping and customs instructions.
We recommend using a trackable shipping service and retaining proof of postage.
Reasonable additional costs resulting from incorrect return documentation or failure to follow shipping instructions may be charged to the customer where permitted by law.
5. Refunds and Exchanges
Returned items are inspected upon arrival.
Voluntary returns and exchanges are generally processed within 3–5 business days after receipt.
Approved refunds are issued to the original payment method. Processing times may vary depending on the payment provider.
Exchanges are subject to product availability. Any price difference must be paid by the customer.
We reserve the right to limit voluntary exchanges to two per original order.
Mandatory statutory refund deadlines remain applicable.
6. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us at clientcare@orxata.jewelry with your order number and details of the issue.
We will review your request and provide an appropriate remedy in accordance with applicable law.
7. Refused or Unclaimed Deliveries
If a customer refuses delivery or fails to collect an order, reasonable additional shipping, return, or storage costs may be deducted from any applicable refund, where permitted by law.
Refusing delivery does not automatically constitute a valid return request.
8. Gift Cards and Gift Certificates
Gift cards and gift certificates are non-refundable and non-exchangeable, except where required by applicable law.
9. Store Credit
Store credit issued for approved voluntary returns is based on the amount actually paid for the returned item.
Store credit may be used toward future purchases at orxata.jewelry and is not redeemable for cash, except where required by law.
10. Misuse of the Return Policy
We reserve the right to refuse voluntary returns or exchanges in cases of suspected fraud or misuse of this Policy.
We may also decline future orders where permitted by applicable law.
11. Contact Information
Orxata Transforming Jewelry
Operated by LLC “INGENUEER”
Identification code: 46522003
Email: clientcare@orxata.jewelry
Website: orxata.jewelry
EU Withdrawal Form
To exercise your statutory right of withdrawal, you may email clientcare@orxata.jewelry or use the form below.
To: LLC “INGENUEER”
Email: clientcare@orxata.jewelry
I hereby withdraw from my contract of sale for the following goods:
Order number: __________________
Product(s): ____________________
Ordered on: ____________________
Received on: ___________________
Name: _________________________
Address: _______________________
Date: __________________________
