Refund policy

RETURN AND REFUND POLICY

Cortivas Global LLC

https://shopcortivas.com

Effective Date: May 20, 2026

IMPORTANT: This Return and Refund Policy outlines the conditions, procedures, and timelines for returning jewelry products purchased from Cortivas Global LLC and receiving refunds. This policy applies to all orders placed through our website, including those by domestic and international customers. By completing a purchase, you agree to the terms of this policy. This policy is subject to change without notice, and changes become effective immediately upon posting to the Website.

1. RETURN ELIGIBILITY

1.1 General Return Window

Cortivas Global LLC offers a 30-day return window for most jewelry products. The return period begins on the date the Product is delivered to you (as confirmed by tracking information), not the date of order placement or payment. Returns initiated after 30 days from the delivery date are not eligible for refund unless the Product is defective due to manufacturing error.

Example: If a Product is delivered on June 15, the return window closes on July 15. A return request submitted on July 16 is outside the return window and will not be accepted.

1.2 Returnable Products

The following products are generally returnable within the 30-day window:

  • Necklaces (including chains, pendants, and combination pieces)
  • Earrings (studs, hoops, drops, and dangles)
  • Rings (all sizes and styles)
  • Bracelets and bangles
  • Anklets and other jewelry pieces

1.3 Non-Returnable Products

The following products and categories are NOT returnable under any circumstances:

  • Custom or Personalized Items: Products that have been custom-made, engraved, monogrammed, or otherwise personalized to your specifications cannot be returned. Custom orders are made to order and cannot be resold to other customers.
  • Clearance and Final Sale Items: All clearance items, heavily discounted items, and products marked 'Final Sale' or 'No Returns' at checkout are non-returnable. These items are sold at a substantial discount with the understanding that they cannot be returned.
  • Damaged or Worn Products: Products that show visible signs of wear, scratches, dents, discoloration, or damage cannot be returned unless the damage is due to a manufacturing defect present at the time of purchase.
  • Products Missing Original Tags or Packaging: Any Product from which original tags, hang tags, or labels have been removed, or where original packaging is missing or damaged, cannot be returned.
  • Products with Alterations: Any Product that has been altered, resized, repaired, or modified by you or a third party cannot be returned.
  • Contaminated Products: Products that smell of perfume, cologne, body oils, smoke, food, or other contaminants cannot be returned.
  • Gift Cards: Gift cards and digital products are non-returnable.
  • Packages Never Received: If you did not receive a shipment and did not contact customer service to investigate within 30 days of the tracking status showing 'delivered,' the return window has passed and a refund cannot be issued.
  • Products from Other Retailers: If a Product was not purchased from Cortivas Global LLC or https://shopcortivas.com, we cannot process a return or refund, regardless of condition.

2. RETURN PROCEDURE AND INITIATION

2.1 Initiating a Return

To initiate a return, please contact Cortivas Global LLC within the 30-day return window by emailing cortivas.global@gmail.com with the following information:

  • Order Number (found in your order confirmation email)
  • Product Name and Description
  • Reason for Return (e.g., 'Changed mind,' 'Doesn't fit,' 'Color not as expected,' 'Defective')
  • Product Condition (unworn, never used, minor wear, damage, etc.)

2.2 Return Approval

Upon receiving your return request, our customer service team will review the information provided and determine whether your return is eligible. We will respond via email within 5 business days with:

  • Approval or denial of your return request
  • The reason for denial, if applicable
  • Detailed return shipping instructions, including the return address
  • An estimated timeline for refund processing

2.3 Return Denial

If your return request is denied because the Product is outside the return window, non-returnable, or does not meet return conditions, we will provide a clear explanation. You may appeal the decision by responding to our email with additional information (e.g., photos of defects, evidence of manufacturing error), and we will review the appeal within 5 business days. However, all final decisions are at the Company's sole discretion.

If your return is denied, you may contact your payment processor or bank to dispute the charge if you believe we acted in violation of applicable law. We reserve the right to deny returns that clearly violate the terms of this policy.

3. PRODUCT CONDITION REQUIREMENTS

3.1 Unworn and Unused Requirement

To be eligible for return, Products must be unworn and in the exact condition as received. 'Unworn' means the Product has never been put on, worn against the skin, or exposed to conditions where wear would naturally occur. Visible signs of wear—even minor wear—may result in return denial or a refund reduction.

3.2 Original Packaging and Tags

All original packaging, boxes, tags (including hang tags and care instruction tags), documentation, and materials must be included with your return. Removal of tags, opening of original packaging, or loss of any original materials may result in return denial or reduction of refund amount. If you removed tags to check the size or material, the Product may be considered non-returnable.

3.3 No Visible Defects from Use

Products cannot show evidence of normal use, including: scratches on metal, dust or particles on gems, discoloration, dents, bent clasps, bent posts (on earrings), loose stones, or any other degradation. Minor imperfections present in the original manufacturing or in-transit damage are acceptable; damage caused by your use is not.

3.4 Contamination

Products cannot have been exposed to perfume, cologne, body lotion, makeup, food, smoke, or other substances that leave residue or odor. If a Product smells of perfume, cologne, or other contaminants, it will be deemed non-returnable or subject to a refund reduction.

3.5 Company Right to Inspect

Upon receipt of your return, the Company will inspect the Product against these criteria. If the Product does not meet the condition requirements, the Company may deny the return, issue a partial refund (reduced by restocking and inspection fees), or return the Product to you at your expense. The Company's assessment of product condition is final.

4. RETURN SHIPPING

4.1 Return Shipping Costs

Customers are generally responsible for paying return shipping costs. Return shipping is at your expense unless: (a) the return is due to a Company error (wrong item shipped, defective product due to manufacturing defect); (b) the Product arrived damaged; or (c) you live in a jurisdiction where consumer protection laws require the Company to pay for return shipping.

For returns due to Company error or defects, return shipping will be paid by the Company, and we will provide a prepaid return label or reimburse your return shipping costs upon receipt and approval of the return.

4.2 Return Address

The return address will be provided in your return approval email. Do not return Products to the original shipping address on your invoice, as these are different locations. Packages sent to incorrect addresses may be lost, and the Company is not responsible for locating them. Use the exact return address provided in your approval email.

4.3 Return Shipping Method

You may use any shipping method (USPS, UPS, FedEx, DHL, courier, etc.) to return your Product. We recommend using a shipping method that provides tracking and confirmation of delivery. The Company is not responsible for lost, delayed, or damaged packages in transit back to us. You assume all risk of loss from the moment you hand the package to the carrier.

4.4 Insurance and Tracking

We recommend insuring your return shipment and obtaining tracking confirmation. While we will do our best to locate missing return packages, we are not responsible for packages lost in transit. You may submit a claim with the carrier for lost or damaged packages using your tracking information.

5. REFUND PROCESSING AND TIMING

5.1 Receipt and Inspection

Once your return package is received and scanned into our system, we will send you a confirmation email. We will then inspect the Product within 5-10 business days to verify it meets the return condition requirements. Inspection includes checking for signs of wear, verifying all tags and packaging are present, and confirming the Product matches the return request.

5.2 Refund Approval

If the Product meets all return conditions, you will receive an approval email confirming the refund amount and estimated processing timeline. If the Product does not meet return conditions, we will notify you of the reason and offer options (e.g., partial refund, return of item, rejection of return).

5.3 Refund Amount

The refund amount typically includes the full purchase price of the Product but excludes:

  • Original Shipping Charges: The cost to ship the Product to you is non-refundable, as you received the benefit of free shipping.
  • Return Shipping Costs: Your return shipping costs (unless due to Company error or defect).
  • Taxes and Duties: Sales taxes, VAT, import duties, or custom fees paid are non-refundable unless required by applicable law.
  • Restocking Fees: If the return is outside the 30-day window or the Product is in poor condition, a restocking fee of 15-25% may be deducted from the refund.
  • Inspection Fees: If additional inspection or refurbishment is required, a fee may be deducted.

5.4 Refund Method

Refunds are issued to your original Payment Method used at checkout. If you paid with a credit or debit card, the refund will be credited back to that card. The refund may appear as a credit or negative charge on your card statement. If you paid via bank transfer or wire, the refund will be sent via the same method within 10-15 business days.

Refunds cannot be transferred to a different payment method or issued as cash or check unless the original payment method is unavailable or has been closed. In such cases, we will contact you to arrange an alternative refund method.

5.5 Refund Processing Timeline

Refunds are processed as follows:

  • Return Initiated: Customer sends return request email
  • Return Approval: 5 business days (customer receives return address)
  • Shipping to Us: 5-10 business days (customer's responsibility)
  • Receipt Confirmation: 1-2 business days after delivery
  • Inspection: 5-10 business days
  • Refund Processing: 3-5 business days after approval
  • Bank Posting: 5-10 business days (depending on your bank)

5.6 Credit Card Refund Timeline

Credit card refunds may take 5-10 business days to appear on your card statement after the refund is processed. Your bank processes refunds at their own pace, and the Company is not responsible for delays in your bank posting the credit. Contact your bank if a refund does not appear within 10 business days of our refund approval email.

6. EXCHANGES

6.1 Exchange Process

Rather than processing separate return and purchase transactions, we offer a simplified exchange process. If you received the wrong item, the wrong size, or a defective Product, you may request an exchange for the correct item at no additional charge (excluding shipping).

To request an exchange: Email cortivas.global@gmail.com with your order number, the Product received, and the Product you wish to receive in exchange. We will approve your request, provide return instructions, and ship the replacement Product at no additional cost once we receive and inspect the original Product.

6.2 Exchanges for Defective Products

If the Product is defective due to manufacturing error (e.g., broken clasp, loose stone, defective metal), we will ship a replacement Product to you at no charge and provide a prepaid return label for the defective item. Defect claims must be submitted within 30 days of delivery, with photos of the defect if possible.

7. DEFECTIVE OR DAMAGED PRODUCTS

7.1 Defect Claim Process

If you receive a Product that is defective due to manufacturing error or was damaged during shipping, you must report it within 30 days of delivery. Defect claims submitted after 30 days cannot be processed. To submit a defect claim:

  • Email cortivas.global@gmail.com with your order number
  • Describe the defect in detail (e.g., 'clasp does not close,' 'stone is loose')
  • Include clear photos of the defect from multiple angles
  • Do not attempt to repair the Product yourself

7.2 Defect Verification

We will review your claim and photos within 5 business days. If we verify that the defect is due to manufacturing error or in-transit damage, we will approve your claim and offer replacement or refund. If we determine the defect is due to your use, mishandling, or normal wear, we will deny the claim.

7.3 Manufacturing Defects

Manufacturing defects include: metal that is rusted, corroded, or discolored (not normal patina); stones that are loose, chipped, or missing; clasps that do not close; posts or hooks that are broken; and construction flaws that prevent normal use of the Product.

Normal wear (minor scratches, light tarnish on silver, small dents from use) is not considered a manufacturing defect.

7.4 Defect Resolution

For verified defects, the Company will offer: (a) replacement of the Product with the same or similar item at no charge; (b) a full refund of the Product price (excluding shipping); or (c) store credit equal to the Product price plus 10% as compensation for the inconvenience. Your choice will be honored.

8. PACKAGES NEVER RECEIVED

8.1 Missing Package Claim

If your order does not arrive within the expected delivery timeframe, contact us at cortivas.global@gmail.com with your order number and tracking information. We will investigate with the shipping carrier to locate your package.

Claims for missing or undelivered packages must be submitted within 30 days of the order being marked as delivered (or within 60 days of the ship date if delivery confirmation is unavailable). Claims submitted after 30 days may not be processed.

8.2 Missing Package Resolution

If the carrier confirms the package was lost in transit, we will:

  • File a claim with the carrier on your behalf and recover insurance proceeds
  • Reship the Product to you at no charge once the carrier claim is resolved (typically 30-60 days)
  • Issue a refund if the carrier claim is denied or the claim period expires

Packages marked as delivered but not received by you may indicate theft from your delivery location. In such cases, contact local law enforcement to file a report and notify the shipping carrier. We will assist with the carrier investigation but cannot refund payments for packages marked as delivered by the carrier's system.

9. INTERNATIONAL RETURNS AND DUTIES

9.1 International Return Shipping

For international customers, return shipping costs are the responsibility of the customer, except where the return is due to a Company error or defect. International return shipping can be expensive; we recommend using tracked, insured shipping methods. The return process is the same as domestic returns.

9.2 Customs and Import Duties

International customers are responsible for any customs duties, import taxes, or handling fees associated with returning Products across borders. We do not reimburse these costs unless the return is due to a Company error.

9.3 Refund Timing for International Returns

International refunds may take longer to process due to customs clearance and cross-border banking delays. Allow 15-20 business days for the refund to appear in your account after the Company processes the refund.

10. REFUND REFUSALS AND DISPUTE RESOLUTION

10.1 Grounds for Refusal

The Company may refuse to process a return or refund in the following circumstances:

  • Product is outside the 30-day return window
  • Product shows signs of wear, damage, or use
  • Tags, packaging, or documentation are missing or removed
  • Product is contaminated with perfume, cologne, or other substances
  • Product is a custom, personalized, or final-sale item
  • Return is suspected to be fraudulent (e.g., return of counterfeit item, duplicate returns, return fraud pattern)
  • Customer has a history of abusing the return policy
  • Product is not from Cortivas Global LLC or was purchased from a third-party retailer

10.2 Policy Abuse Prevention

The Company reserves the right to flag accounts exhibiting patterns of return abuse, including: excessive returns (more than 30% of purchases returned), returns followed by chargebacks, purchases made solely to return items later, or repeated returns of items in poor condition. Accounts flagged for return abuse may have future returns denied or have their accounts suspended.

10.3 Dispute Resolution

If your return request is denied and you believe the denial is in error, you may appeal by responding to our denial email with additional information within 10 days. We will reconsider the appeal within 5 business days. If we maintain the denial, you may contact your payment processor or bank to dispute the charge, though the Company will defend the denial through the dispute process.

For chargebacks initiated without a good-faith return attempt, the Company will defend aggressively and may ban the customer's account from future purchases.

11. STORE CREDIT AND ALTERNATIVE RESOLUTIONS

11.1 Store Credit Option

In some cases, we may offer store credit as an alternative to a refund. Store credit is issued as credit toward a future purchase and typically has an expiration date of 1 year. Store credit cannot be converted to cash or transferred to another party.

11.2 Partial Refunds

The Company may issue partial refunds if: (a) a Product is returned outside the 30-day window but within 60 days (refund reduced by 20% restocking fee); (b) a Product shows minor wear but is otherwise acceptable (refund reduced by 10-25% inspection fee); or (c) a Product is missing some (but not all) original materials (refund reduced accordingly). The Company will always inform you of the partial refund amount and the reason before processing.

12. CONTACTING CUSTOMER SERVICE

For questions about returns, refunds, or to initiate a return, contact:

  • Email: cortivas.global@gmail.com
  • Mailing Address: 30 N Gould St, Sheridan, WY 82801, United States
  • Website: https://shopcortivas.com

We will respond to all return inquiries within 5 business days. For urgent inquiries, please mention 'Urgent' in the subject line, though we cannot guarantee expedited processing.

Support Hours: We review emails during regular business hours (Monday-Friday, 9 AM - 5 PM EST). Emails received outside these hours will be responded to on the next business day.

13. FINAL SALE AND CLEARANCE ITEMS

Products marked 'Final Sale,' 'Clearance,' 'No Returns,' or 'As-Is' at checkout are sold with the explicit understanding that they cannot be returned for any reason (except where prohibited by law). These items are offered at a significant discount in exchange for this non-returnable status. If you have any questions about whether an item is final sale before purchase, please contact us at cortivas.global@gmail.com.

In jurisdictions where final sale restrictions are prohibited by consumer protection law, the 30-day return policy applies regardless of the 'Final Sale' label.

14. POLICY CHANGES

The Company reserves the right to modify this Return and Refund Policy at any time without notice. Changes become effective immediately upon posting to the Website. Your continued use of the Website and continued purchases constitute acceptance of any policy changes. If you have questions about the most current version of this policy, please contact cortivas.global@gmail.com.

Returns initiated before a policy change will be processed under the policy in effect at the time of the original purchase.

This Return and Refund Policy is effective as of May 20, 2026. For returns initiated after this date, the current version of this policy applies. For detailed terms regarding payment and other matters, please refer to our Terms of Service and Privacy Policy.