Return Policy
Returns, Refunds & Cancellations
Made-to-Order Production & Shipping Estimates
Each Exotvio piece is made to order. Orders are typically completed in approximately 10–15 business days after full payment and order confirmation. Once production is complete and the package has shipped, carrier transit is estimated at an additional 3–5 business days. Business days exclude weekends and public holidays. All production and transit times are estimates, not guaranteed delivery dates.
Standard-Order Cancellation — First 24 Hours
For eligible standard, non-custom jewelry orders only (not custom or personalized orders), to cancel voluntarily, email info@exotvio.com within 24 hours of placing the order and before it has shipped. An approved cancellation has a 5% cancellation fee deducted from the amount paid; the remaining eligible amount is refunded to the original payment method. After 24 hours, voluntary cancellations are not available, but eligible chains may qualify for the post-delivery return policy below.
5-Day Chain Returns
For eligible standard Cuban-link chains, a written return request must be submitted within 5 calendar days of carrier-confirmed delivery. The chain must be unworn, unaltered, undamaged, in new condition, with all original tags attached, and in the same condition in which it was shipped. Chains that have been worn or have had their original tags removed are not eligible for voluntary refunds.
Customers must contact Exotvio for return instructions and ship the chain back using tracked, insured shipping. Exotvio must receive the chain and complete a physical inspection to verify its identity, tags, and original condition before a refund is approved or issued. Approved voluntary returns are subject to a 20% restocking fee based on the chain purchase price, deducted from the eligible refund to the original payment method. Submitting a request within the window does not guarantee a refund if the chain fails inspection.
Wrong-Size Exchanges for a Larger Standard Chain
For an eligible, non-custom chain ordered in the wrong size, customers may request an exchange for a larger chain within the same 5-day period after delivery. The chain must meet all unworn, tag-attached and condition requirements above, and must be returned and pass Exotvio's inspection before exchange. Approved exchanges are subject to the same 20% restocking fee calculated on the original chain purchase price plus the price difference for the larger chain. Replacement production and shipping times may vary.
Custom & Personalized Jewelry — Final Sale
Jewelry made or modified specifically for an individual is final sale. This includes unique designs, custom pendants or locks, engraving, names, initials, personalized designs, requested alterations, and special dimensions or specifications not offered as standard options. Once the customer approves the custom order specifications and makes a deposit or payment, all amounts paid toward that custom order are non-refundable for voluntary cancellation or change of mind. Custom orders are not eligible for voluntary cancellation, returns, exchanges, resizing, or the standard 24-hour cancellation and 5-day return programs, even if the piece is unworn. Review and approve the design, measurements, materials, finish, stones, pricing, and any custom terms before paying. Selecting a standard size from a regular catalog listing does not alone make that item a custom order.
Final-sale restrictions do not remove remedies for Exotvio shipping a product different from the approved order, verified manufacturing defects, or rights and refunds required by law. Such claims are handled under the defect and order-error procedure below.
Incorrect Deliveries & Manufacturing Defects — Initial 48-Hour Reporting
If an item arrives with an apparent manufacturing defect or Exotvio ships a different item, specification, or size than the customer approved, contact info@exotvio.com within 48 hours of carrier-confirmed delivery for prompt review. Include your order number, a description of the issue, and clear photos. Do not ship the piece back until Exotvio provides return instructions. We will assess the claim and may require an inspection. For verified Exotvio errors or manufacturing defects, our preferred resolution is to repair, correct, or remake the piece at no additional charge, including reasonable required return shipping. This process applies to standard and custom jewelry alike. The voluntary return window, original-tag requirement and 20% restocking fee do not apply to verified error or defect claims. Normal wear, accidental damage, misuse, chemical damage, and unauthorized modifications or repairs are not manufacturing defects. The 48-hour arrival-reporting request does not shorten the separate one-year limited craftsmanship warranty described below or any longer rights or remedies required by applicable law.
If replacement is unavailable, does not resolve the problem, or a refund or another remedy is required by applicable law, Exotvio will provide the legally required remedy. Refunds legally required for unshipped or delayed orders are not subject to voluntary cancellation or restocking fees.
One-Year Limited Craftsmanship Warranty — Solder Joints, Links & Clasps
EXOTVIO provides a one-year limited craftsmanship warranty on verified manufacturing defects in the solder joints, links, and clasps/locks of eligible handmade Cuban-link chains and bracelets, including custom pieces with covered components. Coverage starts when the order is received and applies to defects under normal intended use. If a covered defect is verified, EXOTVIO will repair, correct, or replace the affected component or piece without charge. The initial 48-hour reporting request for issues visible upon delivery does not end coverage after 48 hours: covered workmanship issues may be claimed during the one-year period.
Gold bonding, gold plating and all other applied gold finishes carry no EXOTVIO voluntary or express finish warranty. Gold color, fading, peeling, flaking, discoloration, tarnishing, scratching, wearing off or other finish changes are not covered by this craftsmanship warranty. Damage from chemical exposure, impact, pulling, crushing, bending, outside objects or other jewelry, accidents, abuse, improper handling, or repairs/modifications that cause damage is excluded. Cosmetic wear or deterioration that is not a workmanship defect is not covered; verified craftsmanship defects that appear during normal intended use remain eligible. See the full EXOTVIO One-Year Limited Craftsmanship Warranty for terms, exclusions and how to request service. Legally required rights and remedies remain available.
Optional Paid Gold Replating
For eligible EXOTVIO gold-finished jewelry, optional replating is available at $1.40 per gram, subject to inspection and verified gram weight. Any additional repairs or shipping charges will be quoted for approval before service. This is paid maintenance outside the limited craftsmanship warranty and does not create any gold-finish warranty coverage. See our Jewelry Care & Replating Guide.
Other Exceptions & Existing Orders
Orders placed before this policy takes effect retain the terms applicable when purchased. Nothing in the final-sale or defect-review provisions limits remedies required by applicable law, including for nonconforming goods, unfulfilled orders, or covered manufacturing defects.
Shipping, Carrier Delays & Delivery Issues
After a shipment has been accepted by the carrier, transit and delivery scheduling are managed by that carrier. Exotvio is not responsible for delivery delays caused by the shipping carrier or circumstances outside our control after carrier acceptance, including carrier service disruptions or weather. Estimated shipping transit of 3–5 business days is not a guaranteed arrival date.
Stolen or Misdelivered Packages & Carrier Claims
Customers are responsible for entering an accurate, complete shipping address and making reasonable arrangements for secure delivery. If carrier tracking confirms correct delivery to the address supplied at checkout, Exotvio does not automatically provide a refund or replacement for a package stolen afterward. Customers should promptly report suspected theft to the carrier, and where appropriate to local law enforcement, and retain the claim or incident reference.
If a carrier loses a package or delivers it to an address other than the one on the order, the customer should promptly contact the shipping carrier to open a loss or misdelivery investigation, and also notify Exotvio at info@exotvio.com with the order number, tracking details, and any claim reference. The carrier investigates claims for its delivery errors. Exotvio will provide shipment documentation and reasonable assistance or submit a claim when the carrier requires shipper participation. Exotvio does not automatically issue a refund or replacement solely because a carrier investigation is opened, and is not responsible for carrier-caused theft or misdelivery to the extent permitted by the agreed shipping terms and applicable law.
These provisions do not limit remedies required by law, including for non-delivery where applicable, or relieve Exotvio of responsibility for its own errors, such as shipping to an address that differs from the customer's confirmed order. Keep all tracking records, shipment notifications, packaging, photos, and related documentation.
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
Report an incorrect item or apparent manufacturing defect within 48 hours of carrier-confirmed delivery for prompt review. If verified, Exotvio will generally offer a no-cost repair, correction, or remake, including for custom orders, as described above. This process does not limit remedies required by law.
Trade-Up & Buyback Program
After the eligible five-day return or exchange window has passed, customers may still request consideration under our discretionary trade-up or buyback program.
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.