Refund policy
You have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, diamond certificate, all documents and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you need first to contact us at service@woodeex.com
If your return is accepted, we’ll send you a return shipping label with instructions. Items sent back to us without first requesting a return will not be accepted. The carrier will pick it up directly from your home. You must return the Product and the package in compliance with the instructions of Woodeex’s representative.
Cancellation for Convenience Return shipping at your expense at a flat rate of $250.00 including all applicable taxes, customs and duties necessary to release the Product to Woodeex.
Cancellation for Non-Conformity
In the event of declaration of non-conformity by the Customer, Woodeex shall bear the shipping costs, provided such non-conformity is confirmed by Woodeex.
You must return the products in their original condition and complete (including, but not limited to, packaging, gemology certificate, accessories and manual). In the event the gemology certificate was lost or damaged, you will be charge a fee of $165.
You can always contact us for any return question at service@woodeex.com
Israeli Law - Cancellation Rights
For purchases governed by the laws of the State of Israel, you may cancel your order for a purchase of a Product for any reason, within the refund Period, in accordance with the Consumer Protection Regulations (Transaction Cancellation), 5771-2010. Woodeex shall not be obliged to refund you the Platform Price in the event of cancellation after expiration of the Refund Period.
The right of cancellation set out above does not apply to the following Products: (a) Jewelry priced at or above NIS 3,000: No right of cancellation applies to any item of jewelry (excluding watches) for which the Platform price equals or exceeds NIS 3,000, pursant to regulation 6(a)(11) of the Consumer-designed items: No right of cancellation applies to Products that qualify as custom-designed items, as defined below, pursuant to Regulation 6(a)(2) of the Consumer Protection Regulations (Transaction Cancellation), 5771-2010.
For the avoidance of doubt, the 14-day right of cancellation applies to: (i) loose diamonds; and (ii) items of jewelry for which the Platform Price is below NIS 3,000 and which do not qualify as custom-designed items.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like all our tailor made jewels, customized or personalized settings and Engraved jewelry (such as engagement rings, wedding bands, tennis bracelets, necklaces, bracelets, earrings). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Israeli Law - Non-Eligible Items
For purchases governed by the laws of the State of Israel, certain products are not eligible for cancellation or return, regardless of the Refund Period. These include: (i) items of jewelry priced at or above NIS 3,000; (ii) Custom-Designed items (as defined below); and (iii) sale items and gift cards. Please contact us if you have questions or concerns aout whether your specific item qualified before placing your order.
"Custom-Designed items" means Products manufactured especially for the Customer according to special measurements or requirements, as contemplated by Regulation 6(a)(2) of the Consumer Protection Regulations (Transaction cancellation), 5771-2010. A Product will qualify as a Custom-Designed item where at least one of the following applies: (a) the design is wholly unique and created at the Customer's specific request, and is not based on any existing catalog item; (b) the product includes a personal engraving of a name, date, dedication, or other personalized text specifically requested by the Customer; (c) the Customer personally selected a specific combination of stones from Woodeex's inventory for incorporation into the product; or (d) the product is manufactured to a highly non-standard size or specification that renders it impratical to sell to another customer.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14 day cooling off period
Notwithstanding the above, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, diamond certificate, all documents and in its original packaging. You’ll also need the receipt or proof of purchase. Return shipping at your expense (cost depends on return location) except in case of error on our part (see above).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@woodeex.com
