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Refund Policy

Refund & Cancelation Policy

 

We offer a 45 day repair/replacement of the jewelry for breakage with photographic evidence.  All of our bespoke items are handmade and as such all items will be similar but will not be identical to images on the website. Color distribution, inscriptions, patina, and ash placement are examples of details that are variable from piece to piece. Customers purchasing such items agree and accept such naturally occurring variations. Repairs and alterations will not be considered for variable aesthetic issues, for errors in ordering incorrectly or items damaged after receipt by the customer. If a product needs repair after the warranty window has passed a fee may apply.

We ask that ashes/hair/files/etc for bespoke items be returned as soon as possible, but in no event later than twelve (12) months from the date of acceptance of your order. If you have not submitted the necessary items within such time: (i) we will have no obligation whatsoever to fulfill the order upon any subsequent return of the necessary elements; (ii) said order may be voided/canceled; and (iii) you release all claims you may have against us in connection with such order, and in connection with any collection kit subsequently returned to us. If for any reason the specific item can not be fulfilled (example: A style is discontinued while waiting on the customer’s inclusions) a shop credit may be provided for the amount paid by customer, less any kit fees.

On infused items we provide a 24 hour cancellation window.  Please reach out to us at ashley@ashleylozano.com with your order number within 24 hours of placing your order to cancel your purchase. If a collection kit has been shipped within the first 24 hours your refund will be issued less 20.00USD. If the customer has mailed hair, ashes, etc prior to canceling the order, the return shipping costs for said inclusions will be deducted from the refund.

On select items (non-infused or non-customized products) we accept returns
(less shipping cost) that are initiated within seven (7) days of delivery. Such items must be returned in unused condition and with the original shipping materials. Items must be secured to any jewelry cards they were shipped with as not to become damaged in transit. You must email ashley@ashleylozano.com prior to returning any items and to retrieve the appropriate return address.  If items are returned used or in non-sellable condition a refund will not be provided and the customer accepts responsibility of return shipping to reclaim the item. The customer is responsible for return shipping of any eligible returned products that are not being returned for defect.