Return Policy
Returns, Refunds & Cancellations
Made-to-Order Production
Each Exotvio piece is made to order. Please allow approximately 2 weeks for production, followed by approximately 1 week for delivery.
Order Cancellation
A written cancellation request may be submitted within 6 hours of placing an order. If the order has not entered production, an approved cancellation may be refunded to the original payment method.
Once the 6-hour cancellation window has passed, or once production has started, whichever occurs first, the sale is final. After that point, the order cannot be canceled, returned, or exchanged. Custom and personalized pieces are also final sale once production begins.
Damages & Shipping Issues
Once an order has been shipped, delivery is handled by the shipping carrier. If a package is lost, delayed, or arrives damaged in transit, please contact Exotvio as soon as possible and retain all packaging, photos, tracking information, and other documentation related to the shipment.
Exotvio will assist you with the carrier claim process and provide available shipment information or documentation when reasonably possible. Carrier investigations, claim decisions, and reimbursement are subject to the carrier's applicable terms and procedures, and Exotvio does not guarantee the outcome of a carrier claim or assume sole responsibility for loss, delay, theft, or damage occurring while a shipment is in the carrier's possession.
Exotvio Order Issues
If you believe you received an incorrect item or there is an issue attributable to Exotvio, contact us promptly with your order information and clear photos so we can review the issue and determine an appropriate resolution.
Trade-Up & Buyback Program
Because our pieces are made to order, standard returns and exchanges are not offered after the sale becomes final.
Eligible authentic Exotvio Cuban link chains and bracelets may be submitted for consideration toward a higher-priced eligible Exotvio piece. All trade-ups require inspection and approval. Trade-in credit is determined by Exotvio based on the piece's condition, specifications, and current value. The customer is responsible for any difference between the approved trade-in credit and the price of the upgraded piece. Trade-up eligibility and valuation are not guaranteed and remain subject to Exotvio approval.
If you would prefer a different size or style, Exotvio may also offer a buyback option based on fair market value and inspection of the piece.
You may contact us regarding jewelry you would like appraised for a potential buyback offer. Any offer is determined after review and is not guaranteed.
Items submitted for appraisal or trade-up review should be shipped using insured shipping with tracking. Once received and inspected, Exotvio can present an offer or approved trade-in credit. If accepted, the agreed payment, store credit, or trade-up amount will be applied as applicable. If declined, return-shipping arrangements will be provided.
Questions about an order? Contact Exotvio before purchasing if you need clarification about production time, sizing, customization, trade-up eligibility, or this policy.