Refund policy

Return and Refund Policy

Last updated: October 17th, 2026

All sales made through ICEBOX, INC., doing business as Icebox Diamonds & Watches (“Icebox,” “we,” “us,” or “our”), are final. We do not accept returns for refunds, except as stated in this policy or where required by law. We offer one exchange per purchase, as described below.

1. Exchanges

You may make one (1) exchange within fourteen (14) days of the delivery date, for an item of equal or greater value. If the new item costs more, you pay the difference.

Category rules:

  • Jewelry may be exchanged only for jewelry.
  • Watches may be exchanged for watches or jewelry.
  • Jewelry may not be exchanged toward a watch.

To be eligible, the item must:

  • Be requested for exchange within 14 days of delivery.
  • Be unworn, unaltered, undamaged, and in its original condition.
  • Be returned with its original packaging and everything it shipped with, including boxes, papers, certificates, appraisals, and any removed bracelet links.
  • Be accompanied by your order number or original receipt.

Watches must also:

  • Have the Icebox security tag attached and unbroken.
  • Not have been sized by anyone other than Icebox.

Every item is inspected on arrival. Items showing wear, alteration, damage, misuse, or tampering will not be accepted for exchange and will be returned to you.

2. Final Sale Items

The following items are final sale and cannot be exchanged:

  • Custom orders, including custom designs, nameplates, and custom letter or number pieces
  • Special orders and made-to-order items
  • Engraved items
  • Resized rings
  • Clearance and sale items
  • Any purchase that included a trade-in

3. Items That Arrive Damaged, Incorrect, or Not as Described

If your item arrives damaged, is not the item you ordered, or is materially different from its description, contact us within 14 days of delivery. We will repair it, replace it, or exchange it at no cost to you. If none of these is possible, we will issue a refund to your original payment method. This section applies even to final sale items.

4. When Refunds Are Issued

Refunds are issued only:

  • Under our Lifetime Authenticity Guarantee or Limited Warranty, as described in our Terms of Service.
  • Under Section 3 above.
  • When we cancel an order before it ships. This includes orders that fail verification and items that become unavailable.
  • Where required by law.

Approved refunds go to the original payment method. For purchases made with Shop Pay Installments, your installment plan is adjusted under the provider’s terms. Interest already paid on an interest-bearing plan may not be refundable.

5. Ring Resizing

Eligible rings can be resized once at no charge within thirty (30) days of delivery, generally up or down two sizes. Eternity bands and some other designs cannot be resized. Resized rings are final sale and are no longer eligible for exchange.

6. How to Start an Exchange, Warranty Claim, or Resizing

Contact us before sending anything back:

Include your order number. For a warranty or condition issue, also include photos or video. We will review your request and, if it’s approved, email you an authorization number and a prepaid, insured FedEx shipping label.

Shipping items back to Icebox:

  • Use only the label we provide.
  • Drop the package off at a staffed FedEx location. Do not use an unattended drop box.
  • Pack the item securely in plain packaging. Nothing on the outside should indicate jewelry, watches, or valuables.
  • Keep your FedEx receipt.

Packages sent without authorization may be refused or returned. Icebox’s shipping insurance covers your item only when it is sent with our label and following these instructions.

7. Warranty

Icebox jewelry and watches are covered by our Limited Warranty. Every purchase is also covered by our Lifetime Authenticity Guarantee. The full terms of both are in our Terms of Service, under “Limited Warranty” and “Lifetime Authenticity Guarantee.”

8. Lost, Damaged, or Tampered Packages

If your package is lost, arrives damaged, or appears to have been tampered with, contact us right away at (404) 842-0266 or orders@icebox.com with your name, order number, and tracking number. We will open a claim with the carrier. Refunds or replacements are issued once the carrier investigation is complete, which can take up to 90 days.