Refund policy
ELIGIBILITY FOR RETURN & EXCHANGE
Due to the personalized nature of our made-to-order handcrafted jewelry, we offer refunds, repairs, or replacements ONLY under the following circumstances:
- Shipping Damage: The item is severely broken, bent, or damaged during transit.
- Incorrect Item Sent: The wrong design or size was delivered, or the item does not match the finalized order specifications.
REPORTING TIMELINE & UNBOXING PROOF
- Timeframe: Please inspect your order upon delivery and contact us within 48 hours of receiving the package.
- Requirement: An uninterrupted unboxing video is required as proof for any damaged or incorrect item claims to be processed.
NON-RETURNABLE CASES
We do NOT accept returns, exchanges, or refunds for:
- Natural Minor Variations: Slight differences in leather grain, natural stone patterns, or minor color variations due to monitor display lighting (inherent characteristics of genuine handmade materials).
- Improper Care / Wear & Tear: Damage caused by accidental drops, contact with liquids, perfumes, or harsh chemicals, or failure to store the item according to our Care Guide.
- Change of Mind: Cancellations, exchanges, or refunds requested due to personal preference once production has started or after successful delivery.
HOW TO REQUEST A RETURN
- For return requests or complaints, please email travu.handmade@gmail.com with your order ID, unboxing video, and photos showing the issue.
- Once verified, we will provide instructions on how to package and return the piece to our studio.
- Once your claim is approved, you may choose a refund, a complimentary repair with the repaired item sent back to you, or a brand-new replacement sent to you. The replacement product must have a listed price that does not exceed the value of your original order.