Refund policy

# Return & Refund Policy

**Last Updated: August 13, 2026**

At Bracevia, we want every purchase to feel considered, confident, and worthwhile. We understand that purchasing jewelry online requires trust, particularly when choosing pieces intended for everyday wear, gifting, or personal expression. This Return & Refund Policy explains the circumstances under which products purchased through Bracevia.store may be returned, exchanged, refunded, or otherwise addressed.

By placing an order through Bracevia.store, you acknowledge that you have reviewed and accepted this policy.

## 1. Return Eligibility

Unless otherwise stated on the applicable product page, customers may request a return within **30 days of receiving their order**.

To qualify for a return, the product must generally:

Be in the same condition in which it was received.

Be unworn, unused, and free from signs of wear, scratches, alterations, stains, odors, or damage caused after delivery.

Include any original packaging, accessories, protective materials, documentation, or components supplied with the product.

Be accompanied by reasonable proof of purchase, such as an order number or order confirmation.

We reserve the right to decline a return when the returned product does not satisfy these conditions.

Trying on a standard bracelet carefully for fit is generally acceptable, provided the item remains in new and resalable condition.

## 2. Personalized and Custom Products

Bracevia may offer personalized products, including engraved name bracelets, date bracelets, custom nameplates, initials, messages, symbols, or other made-to-order designs.

Because these products are produced according to customer-provided specifications, personalized or customized products are generally **final sale and non-returnable for change-of-mind reasons**.

This restriction does not affect your ability to contact us if a personalized product arrives damaged, defective, materially different from what was ordered, or incorrectly personalized due to an error attributable to us or our fulfillment process.

Customers are responsible for carefully reviewing spelling, capitalization, dates, symbols, engraving instructions, sizing selections, colors, and other personalization information before submitting an order.

Once production begins, customization instructions may not be changeable.

## 3. Starting a Return

Before sending a product back, please contact:

**Email:** [support@Bracevia.store](mailto:support@Bracevia.store)
**Phone:** (416) 565-4678

Please provide your order number, the item you wish to return, the reason for your request, and photographs when the item is damaged, defective, incorrect, or otherwise requires visual verification.

If your return is approved, we will provide appropriate return instructions.

Products returned without first contacting us may experience processing delays or may not be accepted.

## 4. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives damaged, defective, or materially different from what you ordered, contact us promptly at [support@Bracevia.store](mailto:support@Bracevia.store).

Include your order number and clear photographs showing the product and the relevant issue.

Where appropriate, we may offer a replacement, refund, store credit, or another reasonable resolution depending on the circumstances and applicable law.

Normal characteristics of jewelry materials, including minor variations in natural stone pattern, texture, tone, dimensions, or finish, are not necessarily defects.

Natural hematite and similar materials may display variations from one piece to another. These characteristics can be part of the individual appearance of the material.

## 5. Non-Returnable Items

Certain products may not qualify for standard returns, including:

Personalized or custom-made jewelry.

Products that have been worn extensively or show signs of use.

Products damaged through misuse, improper storage, accidental impact, chemical exposure, unauthorized modification, or failure to follow reasonable care instructions.

Items returned without their required components where the missing components materially affect the product.

Gift cards, where offered, except where otherwise required by law.

Items specifically identified as final sale where permitted by applicable law.

Nothing in this section is intended to exclude rights or remedies that cannot legally be excluded.

## 6. Jewelry Care and Wear

Jewelry naturally experiences wear over time.

Exposure to water, perspiration, perfume, cosmetics, lotions, cleaning chemicals, saltwater, chlorine, and other substances may affect certain finishes or plated surfaces.

Wear caused by ordinary use, aging, scratching, improper storage, or exposure to harsh environments is generally not considered a manufacturing defect.

Customers should follow any care instructions provided with the product or displayed on Bracevia.store.

## 7. Returns Due to Sizing

Product dimensions are displayed where reasonably available.

Customers should review bracelet lengths, widths, bead dimensions, clasp types, and sizing information before purchasing.

If a standard, non-personalized product does not fit, you may request a return within the applicable return period, subject to the eligibility requirements above.

Customized sizing may cause an item to be considered personalized and therefore subject to our personalized-item rules.

## 8. Exchanges

Where available, exchanges are handled based on inventory availability.

For the fastest resolution, we may ask you to return the original eligible product and place a separate order for the desired replacement.

We cannot guarantee that another size, finish, color, or design will remain available while a return is being processed.

## 9. Refund Processing

After an eligible returned product is received and inspected, we will notify you regarding the outcome of the return.

Approved refunds are generally issued to the original payment method.

The time required for the refund to appear in your account may depend on your bank, credit card issuer, payment provider, and Shopify-supported payment processing systems.

Bracevia does not control processing times imposed by financial institutions.

## 10. Original Shipping Charges

If shipping charges were paid on the original order, those charges may be non-refundable for ordinary change-of-mind returns unless otherwise required by law or specifically stated by Bracevia.

Where a refund results from our error, an incorrect item, or a verified defective product, applicable shipping costs may be handled differently.

## 11. Return Shipping

Return shipping responsibility depends on the reason for the return and the instructions provided by our support team.

For change-of-mind returns, customers may be responsible for return transportation unless Bracevia expressly states otherwise.

For verified defective, damaged, or incorrect items, Bracevia may provide an appropriate resolution regarding return shipping.

Do not send products to our business address without receiving return instructions first, as the appropriate return destination may differ depending on the product and fulfillment location.

## 12. Lost Return Packages

When customers are responsible for arranging return shipping, we strongly recommend using a trackable shipping service and retaining the shipping receipt.

Bracevia cannot guarantee receipt of packages that are lost during customer-arranged return transportation.

## 13. Order Cancellation

If you wish to cancel an order, contact [support@Bracevia.store](mailto:support@Bracevia.store) as soon as possible.

We will attempt to accommodate cancellation requests when operationally possible.

However, cancellation cannot be guaranteed after an order enters processing, production, personalization, or fulfillment.

Personalized products may enter production shortly after the order is confirmed.

## 14. Incorrect Customer Information

Customers are responsible for providing complete and accurate shipping and contact information.

If an order cannot be delivered because an incorrect or incomplete address was submitted, additional costs associated with reshipping may apply.

Please contact us immediately if you discover an error in your order information.

## 15. Packages Marked Delivered

If tracking indicates that your package was delivered but you cannot locate it, check the delivery location, household members, reception areas, building management, neighbors where appropriate, and any delivery notices.

You should also contact the carrier when appropriate.

After these steps, you may contact Bracevia and we will review the information reasonably available to us.

A carrier's confirmed delivery does not automatically establish eligibility for a refund, although we will assess legitimate delivery concerns individually and in accordance with applicable consumer law.

## 16. Unauthorized Returns

Products sent to Bracevia or another location without authorization may not be accepted.

Always contact us before returning an item.

This allows our team to provide the correct instructions and helps prevent unnecessary delays or lost parcels.

## 17. Promotional Purchases

Unless otherwise specified, products purchased using promotional codes or during promotional events remain subject to this Return & Refund Policy.

Any refund will generally reflect the amount actually paid for the returned product rather than its original pre-discount price.

Bundle promotions may require recalculation if only part of a qualifying bundle is returned.

## 18. Gifts

If you received a Bracevia product as a gift, please contact us with any available order information.

Refunds generally must be returned to the original payment method unless another remedy is expressly offered or required by law.

## 19. Consumer Rights

This policy is intended to operate consistently with applicable consumer protection laws.

Nothing in this Return & Refund Policy is intended to waive, restrict, or eliminate any statutory warranty, remedy, cancellation right, or consumer protection that cannot lawfully be waived.

Where applicable law provides rights that are more favorable than this policy, applicable law will govern.

## 20. Policy Updates

Bracevia may revise this Return & Refund Policy periodically to reflect operational, legal, regulatory, or business changes.

The version published on Bracevia.store at the applicable time will contain the current policy and its latest revision date.

## 21. Contact Us

Questions concerning returns, refunds, exchanges, damaged items, or order issues may be directed to:

**Bracevia**
35 The Links Rd
North York, ON M2P 1T7
Canada

**Email:** [support@Bracevia.store](mailto:support@Bracevia.store)
**Phone:** (416) 565-4678

Our goal is to address legitimate concerns fairly and provide a clear, professional experience from purchase through post-delivery support.