At ULETUS, we are committed to providing you with a seamless shopping experience and ensuring your utmost satisfaction. We understand that there may be instances where you need to return or exchange an item, and we have updated our return and refund policies to align them with the types of products we offer, particularly our jewelry collection, which includes bracelets, necklaces, rings, earrings, keychains, and custom-made products such as custom bracelets, custom necklaces, custom rings, custom earrings, and custom keychains. We have established the following return and refund policies to ensure your satisfaction:
1. Returns
1.1 Return Eligibility
We accept returns within 30 days of the date of purchase. To be eligible for a return, the item must meet the following criteria:
- It must be in its original condition, and with all tags and packaging intact.
- It should be accompanied by the receipt or proof of purchase.
Please note that certain items are non-returnable and non-refundable, including:
- Sale items and gift cards.
Please note that return shipping costs will be at the customer’s expense and they will need to arrange their own shipping. Once we receive and accept the return on the address provided by our support team, we will process a refund to original payment method. We’ll send you an email notification once the refund has been processed. Please keep in mind that while we’ll refund the value of the goods returned, we will not refund any shipping costs paid.
1.2 Return Process
To initiate a return, please follow these steps:
a) Contact our Support Team: Reach out to our dedicated support team at support@uletus.com. Provide them with the following details:
- Order number
- Reason for the return
- Any relevant information or photos regarding the issue, if applicable.
b) Return Authorization: Our support team will review your request and provide you with an update if your return is eligible.
c) Packaging and Shipment: Please carefully package the item(s) you wish to return. Ensure they are securely protected by including all original packaging, tags, and accessories. Place a copy of your invoice in along with the item(s) you are returning. For the shipment, please adhere to the following guidelines:
- Use a reliable shipping service with a tracking option to ensure safe delivery.
- Insure the package for its full value to protect against loss or damage during transit.
- Ship the package to the address provided by our support team.
1.3 Return Processing Timelines
Once we receive the returned item(s), our team will inspect them to verify their condition and eligibility for a refund or exchange. We aim to process returns promptly, and the expected processing timelines are as follows:
- Return Inspection: Within 3-5 business days of receiving the package, our team will inspect the item(s) to ensure they meet the return criteria and update you about the same.
- Refund or Exchange Processing: After your return is approved, we will initiate the refund or exchange process within 1-2 business days. Refunds will be issued to your original payment method, while exchanges will be processed for the requested replacement item.
This whole return & refund process takes a total of 5-10 business days to refund your money.
Please note that the time it takes for the refund to reflect in your account may vary depending on your bank or credit card company’s processing time.
1.4 Notification and Updates
Throughout the return process, we will keep you informed via email. You will receive notifications regarding the status of your return, including confirmation of receipt, inspection results, and refund or exchange initiation.
If you have any questions or require further assistance regarding your return, please don’t hesitate to reach out to our support team at support@uletus.com. We are here to provide timely and helpful support to ensure your satisfaction with our return process.
2. Refunds
2.1 Refund Eligibility
Refunds will be issued in the following circumstances:
- The returned item(s) meet the return criteria outlined in our return policy.
- The return is approved after inspection.
2.2 Refund Processing
Once your return is approved, we will initiate the refund process within 1-2 business days. The refund will be issued to your original payment method.
This whole return & refund process takes a total of 5-10 business days to refund your money.
Please note that the time it takes for the refund to reflect in your account may vary depending on your bank or credit card company’s processing time.
2.3 Refund Notification
You will receive an email notification once the refund has been processed. Please allow up to 5 business days for the refund to appear in your account. If you haven’t received the refund after this period, please contact our support team for further assistance.
3. Warranties
3.1 Product Excellence Guarantee
Every product you buy from us must be free of defects or you may return it immediately for credit or replacement.
- All our items are covered by a 3-month manufacturer’s warranty, which covers defective parts experienced under normal wear and the labor required to repair them. We cannot warranty any stones that we did not furnish.
- Our warranty is valid only for jewelry purchased on the Uletus website. Improper repair of warranty service performed by someone other than Uletus will void this warranty.
- All jewelry at Uletus is genuine, authentic and of consistent high quality and value.
- Uletus disclaims any liability for consequential or accidental damages for breach of written or implied warranty of this item, including merchantability or fitness for a particular purpose. This warranty gives you specific legal rights, and you also have other rights, which vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation will not apply to you.
- Our warranty is valid only in the USA.
3.2 Ring Sizing
- Uletus will gladly re-size a ring purchased from us for up to 1 month for a nominal fee.
- You will be responsible for shipping charges when sending an item to us for re-sizing.
- Re-sizing will take approximately 2-7 business days.
- Eternity Ring cannot be re-sized. Eternity rings incorrectly ordered with the wrong size does not fall under warranty. If you decide to return an eternity ring that does not fit a 30% restocking fee will be applied.
3.3 Stone Replacement
We will replace a missing diamond or gemstone on certain jewelry for up to 3 months after purchase, FREE of charge. This warranty excludes any jewelry merchandise that has lost a single diamond or gemstone with a total weight of 0.12 carat or larger.
3.4 Jewelry Not Covered Under Warranty
- Please be aware that our 3-month warranty only covers manufacturer’s defects. It does not cover the following:
- General wear and tear such as scratches, dents, nicks or missing stones.
- Although our jewelry is resistant to moisture, water damage is not covered.
- Fading/chipping of the material on the product (which depends almost entirely on how you handle the product).
- Lost or stolen parts.
- Damage due to personal misuse or negligence.
- Damage, accidental or otherwise, to the item while in the possession of the consumer not caused by a defect in material or workmanship.
Please note the following process:
- Customers are responsible for pre-paying the return shipping costs for warranty returns.
- Once we receive the returned item, we will process your claim within 7 days.
- Upon confirming the validity of the warranty claim, you will have the following options to choose from:
(a) Refund to your original payment method.
(b) Replacement item sent to you, subject to availability.
4. Exchanges
If you wish to exchange an item for a different size, color, or style, please follow the return process as outlined above. Once your return is approved and received, you can proceed with placing a separate order for the desired item on our website. This will ensure that you receive the item promptly, while the return and refund process is being completed.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact our support team immediately upon delivery. We will work swiftly to resolve the issue and provide you with a replacement or refund, depending on the circumstances. To assist us in resolving the matter, please provide clear details and, if possible, photographs of the damage or defect.
6. Contact Us
If you have any questions or concerns regarding our return and refund policies, or if you require further assistance with a return, exchange, or refund, please contact our dedicated support team at support@uletus.com. We are committed to providing exceptional customer service and will gladly assist you.
Note:
- Loose diamonds carry a 3 day return policy from the delivery date.
- All returned items must be unworn and undamaged in the original boxes along with the original certificates where applicable. There should be no scratches or marks on the item and no sign of wear; the product should not have been altered in any way. Any items that are received that have been worn, damaged, or altered will not be refundable. Original shipping charges are non-refundable.
- All return shipping charges must be prepaid by the customer. We cannot accept C.O.D. deliveries.
- All ORIGINAL diamond certificates (where applicable) and a copy of the original invoice must be included with the package in order for a full refund to be issued. Any package missing the original certificate(s) will be charged a fee of $200.00 per original certificate with no exceptions.
- Uletus is not responsible for any packages it does not receive, or returns not submitted in accordance with these guidelines.
- Payments received by credit card will be refunded the same way. Payments received by bank wire will be refunded by company check. Please allow 3-5 business days for processing after a return is received.
- Special orders, such as custom mountings or jewelry pieces that were requested but are not specifically shown on our website, are non-cancelable and non-refundable items.
- We have attempted to recreate the appearance of our jewelry on our website as close to reality as possible. Keep in mind that different computer monitors may show variations of product colors and details.