Refund policy

Refund Policy

Every piece we make is made with someone in mind — so here's exactly how we handle it if something's not quite right.

Personalized & Custom Items

Here's the honest truth about custom jewelry: because we make each piece specifically for you — with the name, engraving, or birthstone you chose — we can't resell it to someone else. That means personalized items are final sale, except if something arrives damaged or with a manufacturing defect (that one's on us, always). Just double-check names, dates, and spelling before you check out — we want your piece to be perfect the first time.

Returns

For any non-personalized items, you've got 30 days from delivery to request a return. Your item just needs to be unused, in its original condition, and in its original packaging.

Damages and Issues

Something arrive broken, wrong, or not what you expected? Reach out the moment you notice — we'll look into it and make it right, no hoops to jump through.

Exchanges

Want something different instead? The quickest path is to return what you have, and once that's accepted, place a fresh order for the piece you actually want.

Refunds

Once we receive and check your return, we'll let you know if it's approved. If it is, the refund goes back to your original payment method automatically — your bank might take a few extra days to show it, but it's on its way.

European Union 14-day cooling off period

If you're in the EU, you can cancel or return your order within 14 days, no reason needed. Same conditions apply — unworn, unused, original packaging. This doesn't apply to personalized or custom pieces, for the same reason mentioned above.

How to Start a Return

Just email us and we'll walk you through it — we'll send a return label and clear instructions. Please don't send anything back without reaching out first, so we know it's coming.

Contact Us

Questions about a return or refund? We're here.

Email: info@arkenovajewelry.com
Phone: +1 849-482-4481
Address: Calle Flor de Copada, Casa #3, Barrio Los Humildes, Carretera La Isabela, Pantoja, Santo Domingo Oeste 10701, República Dominicana