Refund & Warranty Policy

 

Can I request a refund?

Due to the custom nature of our products, we cannot offer returns or refunds once your order has gone into production.

The only circumstances in which we may issue a refund are:

  • If you receive a broken or damaged product, we will either reship the product free of charge or, if explicitly requested, issue a refund.

Refunds cannot be issued for the following reasons:

  • Change of mind
  • Dissatisfaction with the design (after approval)
  • Personal circumstances

For products with a design preview sent via email:

• Before approval, we offer free design reviews to ensure your complete satisfaction.

• You are welcome to request changes, and we will work with you to refine the design.

• If, after revisions, you are still unsatisfied, you may request a refund before the design is approved.

Auto-production of unapproved orders within 72 hours

• You will receive a preview within 48-72 hours after placing your order.

• You have 3 days to review the preview and request changes or approve it.

• During these 3 days, we will send follow-up reminders via email or phone to ensure you don’t miss your approval window.

• If we do not receive a response within 3 days, we will proceed with auto-production using the latest design preview sent to you.

Unfortunately, we cannot hold designs for more than 3 days in order to maintain our artists’ workflow and optimize production and shipping times.

We cannot issue refunds once an order has been auto-produced, and we are not responsible if our reminders end up in the spam folder or are not received due to email provider issues.

If you would like to order a new piece with modifications because your design was auto-produced, please contact us—we’ll do our best to assist you.

What does the warranty cover?

Our lifetime warranty provides coverage for any damage, defects, or errors related to the product.

  • If your item arrives damaged or faulty, we will reship the product at no additional cost, with expedited shipping included.
  • To process your warranty claim, simply send us a photo of the damaged item at your convenience, and we’ll take care of the rest.

Additional warranty details

  • If the chain or pendant breaks within 15 days of receiving your order:
    You are entitled to a free reshipment of the entire product or just the chain. Please provide photographic evidence of the damaged product.
  • If the chain or pendant breaks after 15 days of receiving your order::
    • If you have purchased our lifetime warranty, you are entitled to a free reshipment of the entire product or just the chain. Please provide photographic evidence of the damage.
    • If you have not purchased the lifetime warranty, please contact us at info@charmlry.com, and we will assist you in finding a solution.

Lifetime warranty terms

  • Our lifetime warranty applies per order, not per item.
  • One warranty covers all products in the same order for life—there is no need to purchase multiple warranties.

Contact us

If you have any concerns or questions about your order, feel free to contact us at info@charmlry.com. We’re here to help!