Refund policy

 

General Refunds 

We offer an exchange or a refund on all online purchases of physical products when returned in the condition in which they were sold within 14 days. You are responsible for all return postage fees. Order delivery charges are non-refundable and will be deducted from any refund amount. To exercise your cancellation rights, you must notify us within 7 working days from the day you have received your order. However, please note that orders already shipped must be received back at our headquarters before a refund can be issued. For orders where a free delivery promotion was applied (i.e through a coupon or exceeding a order value threshold), a nominal delivery fee will be deducted from your refund total. This will be equal to the value of the cheapest standard delivery option available for the original order.

Heirloom Impression Kits where casting vouchers have not yet expired may be returned for a refund if a casting attempt proves unsuccessful or an impression cannot be obtained after at least one try. However, refunds for Heirloom Impression Kits that have been used will incur a deduction of $30 to cover product and processing time costs. If a casting voucher has expired, a refund cannot be offered.

Please note. If you require an exchange for the purpose of changing ring size, additional costs may be incurred depending on the difference in ring sizes and whether or not it is the first resize. In these cases, this is an unavoidable silversmithing labour charge.

You should return your items via a secure and insured delivery service, as we cannot accept responsibility for goods lost or damaged in transit. A proof of signature is required to confirm receipt. We recommend you keep your tracking number until your refund or exchange has been processed. Please note that all return postage costs are the responsibility of the customer.

Any protective casing received with your goods, (such as jewelry pouches, protective coverings, bags and boxes) should be returned along with your items in order to receive a refund or exchange.

Returns are usually processed within 48 hours of receipt. However, please note that during sales and periods of promotional activity, processing may take longer. Outside the USA, customs duties and sales taxes are non-refundable through the Company; however, you may be able to recover these by contacting your local customs bureau directly. Exchanges made to destinations outside of the USA will be subject to the same customs procedures, therefore applicable for duty and tax again.

Refunds cannot be requested or initiated once production work has begun on your jewelry piece.

Unless there is a clear defect in the quality of the production of your jewelry, we cannot accept refund requests for completed jewelry items. Although we have every expectation that you will be happy with your creation, we cannot accept responsibility for customer design choices and the specification selected at the submission stage. In cases of manufacturing defects (such as minor casting failures), we will first assess the jewelry to see if we can rectify any damage or defects before offering a refund. Our repair work will seek to rectify and address all of the issues created during the manufacturing process. We will offer a complimentary exchange if a repair is not possible, or if Cahve determines that it is unviable to conduct a repair. We may offer a refund at our discretion once all alternative options have been exhausted.

In cases of cancellation part-way through the production process, we may be able to offer a partial refund depending on the stage of production.

 

Casting Vouchers

A casting voucher can be purchased to pre-pay for all or part of a jewelry submission made using one of the Cahve kits. Although a jewelry casting can be purchased at any time by completing an online jewelry submission, a casting voucher may be optionally purchased at the same time as purchasing a kit. A casting voucher covers a range of costs, including casting types, gold plating, silver chains and more. The price of a casting voucher depends on which of these costs are included. A casting voucher is valid for six months from the date on which your order is prepared or the payment date of the order. If a casting voucher expires, there may be a re-activation fee applied to the online jewelry submission when it is made.

By purchasing a casting voucher, you are protected against rises in jewelry submission prices for the length of time that your voucher is valid. This means that should the price increase of a casting type or another addon that you have already purchased with a voucher, there will be nothing more to pay when you return your jewelry creation! Neat, huh 🙂

 

Event Cancellations

Please note that these terms apply to both public and private Cahve events ordered directly through Cahve or an authorised third party organisation.

Our cancellation timeline is as follows:

Time before Event	Policy
< 48hrs	No Refund Possible
< 7 days	50% Refund or Website Credit of 75% value
< 14 days	25% Refund or Website Credit of 50% value
14 days +	Full Refund

 

Unfortunately, due to the nature of costs encountered prior to any event, we have to remain strict to this cancellation timeline.

 

International Orders – Customs & Duty

Please note that you, the Customer will be responsible for any import duties, clearance fees or brokerage fees including any other additional charges. 

The customer is responsible for providing any information required by customs to ensure the goods are cleared. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

Any import duties are non-refundable.