Refund policy
Returns & Exchanges Policy
Last updated: December 15, 2025
At ATI JEWELRY, we want you to feel confident and happy with your purchase. If something is not quite right, we are here to help.
Please read this Returns & Exchanges Policy carefully before making a purchase. By placing an order with ATI JEWELRY, you agree to the terms outlined below.
For return or exchange questions, please contact us at:
Return Window
We accept eligible return requests within 30 days of delivery.
To be eligible for a return, your item must be:
- unworn and unused;
- in its original condition;
- free from damage, scratches, stains, perfume, lotion, makeup, or signs of wear;
- returned with its original packaging, tags, cards, pouches, boxes, and any included accessories, where applicable;
- accompanied by proof of purchase or order number.
Return requests made after 30 days of delivery may not be accepted.
How to Start a Return
To request a return, please email us at:
Please include:
- your full name;
- your order number;
- the email address used at checkout;
- the item you would like to return;
- the reason for your return request;
- clear photos of the item, if requested.
Once we review your request, we will let you know whether your item is eligible for return and provide the next steps.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, incorrect, or defective.
We recommend using a trackable shipping service, as ATI JEWELRY is not responsible for return packages that are lost, delayed, damaged, or misdelivered in transit.
Original shipping fees are non-refundable unless required by law or unless the return is due to an error on our part.
If your order qualified for free shipping and the return brings your final order total below the free shipping threshold, the original shipping cost may be deducted from your refund where permitted.
Refunds
Once we receive and inspect your returned item, we will notify you whether your return has been approved.
If approved, your refund will be issued to the original payment method.
Please allow time for your bank, credit card company, or payment provider to process and post the refund. Processing times may vary depending on your financial institution.
Shipping fees, customs fees, duties, import taxes, gift wrapping fees, and any non-refundable service charges are not refundable unless required by law or unless the return is due to our error.
Exchanges
We accept exchanges for eligible items within 30 days of delivery, subject to availability.
To request an exchange, please contact us at:
Please include your order number and the item you would like to exchange.
Exchanges are subject to product availability. If the requested item is not available, we may offer a refund, store credit, or another suitable option.
Customers are responsible for any price difference between exchanged items, including applicable taxes and shipping fees.
Final Sale Items
For hygiene, safety, and product integrity reasons, some items are final sale and cannot be returned or exchanged unless they arrive damaged, incorrect, or defective.
Final sale items may include:
- earrings;
- customized or personalized items;
- gift cards;
- sale or clearance items;
- items marked “Final Sale” on the product page;
- items that have been worn, used, damaged, altered, or improperly cared for;
- items missing original packaging, tags, cards, or accessories.
Please review product details carefully before purchasing final sale items.
Earrings
For hygiene reasons, earrings are final sale and cannot be returned or exchanged unless they arrive damaged, incorrect, or defective.
This applies even if the earrings have not been worn.
Damaged, Incorrect, or Defective Items
If your order arrives damaged, incorrect, or defective, please contact us within 5 days of delivery at:
Please include:
- your order number;
- a clear description of the issue;
- clear photos of the item;
- clear photos of the packaging;
- a photo of the shipping label, if applicable.
We will review the issue and, if approved, may offer a replacement, exchange, repair solution, store credit, or refund depending on the situation and product availability.
Items damaged due to normal wear and tear, misuse, improper care, accidents, exposure to chemicals, water misuse, pulling, bending, impact, or failure to follow care instructions are not considered defective.
Missing Packages or Delivery Issues
If your tracking shows that your package was delivered but you did not receive it, please contact the shipping carrier first and check with household members, neighbours, building management, mailrooms, parcel lockers, or reception areas.
You may also contact us at:
We will do our best to assist, but ATI JEWELRY is not responsible for packages that are marked as delivered by the carrier.
If a package is returned to us due to an incorrect or incomplete address provided at checkout, failed delivery attempts, refusal of delivery, or failure to pick up the package, additional shipping fees may apply.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you notice an address mistake, please contact us as soon as possible at:
We cannot guarantee that address changes can be made after an order has been placed.
ATI JEWELRY is not responsible for lost, delayed, returned, or misdelivered packages due to incorrect or incomplete shipping information provided by the customer.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible at:
We cannot guarantee that changes or cancellations can be made after an order has been placed, especially if the order has already been processed, packed, fulfilled, or shipped.
Once an order has shipped, it cannot be cancelled.
Gift Orders
If you received an ATI JEWELRY item as a gift and would like to request a return or exchange, please contact us at:
Proof of purchase or the original order number may be required.
Approved gift returns may be issued as store credit or exchange, depending on the situation.
Refunds can only be issued to the original payment method used at checkout.
International Returns
Customers outside Canada are responsible for return shipping costs, customs duties, taxes, brokerage fees, and any other charges related to returning an item, unless the return is due to an error on our part.
Please mark return packages clearly as a return where applicable. ATI JEWELRY is not responsible for customs delays, duties, taxes, or fees charged on returned items.
Product Care and Return Eligibility
Jewelry must be handled with care. Items may not be eligible for return, exchange, replacement, or refund if damage is caused by:
- normal wear and tear;
- improper storage;
- exposure to perfumes, lotions, oils, cosmetics, or cleaning products;
- exposure to chlorine, salt water, hot tubs, or harsh chemicals;
- excessive sweat or prolonged moisture;
- pulling, bending, impact, friction, or accidents;
- failure to follow care instructions;
- individual skin chemistry or allergic reaction.
Please review our Jewelry Care guide for more information about caring for your pieces.
Water Resistant and Hypoallergenic Jewelry
Some ATI JEWELRY products may be described as water resistant, sweat resistant, stainless steel, or hypoallergenic.
These descriptions are intended to explain general product qualities, but they do not mean the jewelry is indestructible, waterproof under all conditions, or guaranteed to be suitable for every individual.
Water resistance can be affected by chemicals, chlorine, salt water, soaps, perfumes, cosmetics, friction, storage, and frequency of wear.
Hypoallergenic jewelry may reduce the likelihood of irritation for many customers, but it does not guarantee that every person will be free from sensitivity or allergic reaction.
Refused or Unclaimed Packages
If a package is refused, unclaimed, or returned to ATI JEWELRY due to failed delivery attempts, unpaid customs fees, incorrect address, or customer refusal, the customer may be responsible for original shipping fees, return shipping fees, customs charges, and any additional costs incurred.
Refunds for refused or unclaimed packages may be reduced by these costs where permitted by law.
Store Credit
In some cases, ATI JEWELRY may offer store credit instead of a refund or exchange.
Store credit, if issued, is not redeemable for cash and may be subject to additional terms.
Policy Abuse
ATI JEWELRY reserves the right to refuse returns, exchanges, refunds, or future orders if we believe there has been misuse, fraud, repeated excessive returns, policy abuse, or violation of our Terms & Conditions.
Your Consumer Rights
Nothing in this Returns & Exchanges Policy is intended to limit any rights you may have under applicable consumer protection laws.
Where required by law, we will honour applicable legal rights and obligations.
Contact Us
For return, exchange, damage, or order support, please contact us by email: