Refund policy

Return & Refund Policy

Last updated: July 1, 2026

All sales made through ICEBOX, INC. are final. We do not accept returns for refunds, and we do not issue cash refunds or payment refunds for any purchase, except where required by applicable law.

1. Exchanges

We allow one (1) exchange within 14 days of the delivery date. Exchanges are subject to approval and must be for an item of equal or greater value. If the replacement item is greater in value, the customer is responsible for paying the difference.

1a. Exchange category rules:

  • Jewelry may only be exchanged for jewelry.
  • Watches may be exchanged for watches or jewelry.
  • Jewelry may not be exchanged toward a watch.

1b. Exchange Eligibility

  • To be eligible for an exchange, the item must meet all of the following requirements:
  • The exchange must be requested within 14 days of the delivery date.
  • The item must be unworn, unaltered, undamaged, and in its original condition.
  • The item must be returned with its original packaging.
  • The customer must provide the original receipt or order number as proof of purchase.

All items sent back to Icebox are subject to inspection before an exchange is approved. Items that show signs of wear, alteration, damage, misuse, or tampering will not be accepted for exchange.

1c. How to Start an Exchange

  • To request an exchange, contact Icebox before sending anything back:

Our team will review your request and provide exchange instructions. Do not ship any item back to Icebox without first receiving instructions and, when applicable, a return authorization number.

Unauthorized returns may be refused, returned to sender, or not processed.

 

2. Manufacturer Issues, Warranty Claims & Ring Sizing

If your item has a possible manufacturing issue, warranty issue, or requires ring sizing, contact Icebox before shipping the item back. You must receive authorization and shipping instructions before sending any item to us.

Icebox products are backed by a one-year limited warranty from the original purchase date. Warranty coverage is subject to inspection and does not cover misuse, negligence, accidental damage, third-party modifications or repairs, loss, theft, or excluded items. Icebox reserves the right to repair or replace eligible items at its discretion.

Ring resizing may be available within 30 days of purchase. Certain designs, including eternity rings, may not be resizable.

 

3. Shipping Items Back to Icebox

If Icebox authorizes you to send an item back, you are responsible for safely and securely shipping the item according to the instructions provided by our team.

3a. Unless otherwise instructed, return shipments must:

  • Be sent using an approved carrier with signature confirmation.
  • Be insured for the full value of the item.
  • Be packaged securely and discreetly.
  • Not disclose that the package contains jewelry, watches, diamonds, or other valuables.
  • Include the customer’s name, return address, order number, and any required authorization number.

Icebox is not responsible for loss, theft, or damage that occurs while an item is being shipped back to us. The customer is responsible for using proper insurance and secure shipping methods.

4. Lost, Damaged, or Tampered Packages

If your package is lost, damaged, or appears to have been tampered with before delivery, contact Icebox immediately at orders@icebox.com or 770-828-5440 with your name, order number, and phone number.

Icebox will work with the carrier to begin a claim investigation. Refunds, replacements, or other resolutions will not be issued until the carrier investigation is completed, which may take up to 90 days.

5. International Orders

International customers are responsible for any customs fees, duties, taxes, import charges, or other fees imposed by the destination country or region. These charges are not included in the purchase price or shipping cost.

If an international package is delayed, returned, lost, or abandoned because the recipient fails to pay required customs fees, duties, taxes, or import charges, Icebox is not responsible for issuing a refund.

6. Order Changes & Custom/Made-to-Order Items

Once an order has been placed and confirmed, changes may not be available. For items that are being created, customized, sized, or made to order, Icebox may be unable to change the design, metal color, diamond quality, sizing, or other order details after confirmation.

Contact

For questions about this Return & Refund Policy, exchanges, warranty issues, ring sizing, or delivery concerns, contact Icebox: