Return Policy

Return Policy

Order Cancellation Policy

Roxura offers order cancellations within 24 hours of order placement for regular orders. However, during promotional events like Christmas or Mother’s Day sales, we cannot process cancellations once an order has been placed.

For cancellations within 24 hours, a 10% cancellation fee will be applied. Additionally, PayPal transaction fees are non-refundable, as per PayPal’s policy from March 2020. For more details, please refer to this article or email us at support@roxura.com. After the 24-hour window, 25% of the order amount will be deducted as processing fees and PayPal transaction fees.

30-Day Return & Exchange Policy

We want you to feel confident shopping at Roxura. That’s why we offer a 30-day return and exchange policy. If you are not fully satisfied, you may return or exchange unused items in their original condition within 30 days from the delivery date.

Return & Exchange Conditions:

  1. Items returned without prior authorization will not be accepted.
  2. Returns and exchanges must be initiated within 30 days of receiving the original order.
  3. All items must be in original condition, free of scratches or signs of wear, and must not be resized or altered.
  4. Customers must use a trackable shipping method for returns or exchanges. Returns without tracking information will not be processed.
  5. Any promotional gifts received must be included with the returned items, or the retail value of the gift will be deducted from the refund.

Note: Do not send returns to the address on the package, as this may delay processing. Contact us for the correct return address.

Non-Refundable Items:

  1. Final Sale and “Offer of the Week” items are not eligible for return or exchange.
  2. Personalized items with engravings or custom photos, such as rings, necklaces, and bracelets, are non-refundable. A 35% restocking fee will apply for exchanges.
  3. Special order and custom-colored items are non-refundable, with a 35% restocking fee for exchanges.
  4. Items missing tags, worn, damaged, or altered cannot be refunded and will be returned to the customer at their expense.
  5. Cuban Collection items, including chains and pendants valued at $150 or above, are non-returnable.

Refunds

Returns are processed within 5 business days of receiving your package. Refunds can be issued to the original payment method or as store credit.

Please Note:

  • To issue refunds to the original payment method, please contact Roxura’s support team for authorization.
  • Original shipping fees are non-refundable.

Roxura will reimburse $10 in store credit for return shipping fees in the following cases:

  1. You received an incorrect item.
  2. The item arrived broken, defective, or with an incorrect engraving (report within 48 hours).

Restocking Fees for Special Items

A 35% restocking fee applies for returns or exchanges on the following:

  1. Items customized in 10K/14K/18K white, rose, or yellow gold.
  2. Items with moissanite stones.
  3. Orders where multiple items (3 or more) are returned from the same order.

Self-Service Return & Exchange Instructions:

Step 1: Go to “My Orders” on your Roxura account dashboard, select the item(s) for return, and email order details to support@roxura.com.

Step 2: You’ll receive a “Return Notification” email within 48 hours with further instructions.

Step 3: Pack your items with a copy of your order number, full name, and email address. Ship using a trackable method.

Step 4: Log into your account to upload the tracking number once the package has been shipped.

If you have questions, feel free to reach out to us at support@roxura.com.