Exchanges & Returns

Exchange policy

We offer a 30-day exchange. Products must be in their original packaging and it must not be worn and kept in a resellable state. If we find that it has been worn, we will send the items back to you.

Please note we cannot refund or exchange earrings because of hygiene reasons. This policy is there for the protection and health of the customers. Please read our product description carefully before purchasing. Custom-made items are also not refundable. However, we are able to refund such items if it is faulty or damaged upon arrival. 

If you want to exchange for a different product entirely, you may need to pay the difference in RRP.

Cancellations/Replacement 

· For Custom Product

About cancellation：

We only support the following forms of refund requests:

  • Customers who request to cancel the order within 24 hours after placing the order will receive a full refund; refund requests beyond this time frame will not be accepted.
  •  If the product you received has quality problems ( including damaged / quantity missing, or the actual product is different from the product you ordered), you can contact us within 30 days and ask for a refund; refund requests beyond this time frame will not be accepted.
Our team will complete the refund for you within 3 working days based on the information provided.

*Please note that we do not support any demand for refunds other than the above.
All products are custom-made, we can not resell them to others, we also spend time on the service, and services are not refundable. 

Non-Returnable/exchange Items

Please note that the following items are not eligible for returns:

  • Items that have previously been exchanged.
  • Items that have been personalized, such as name bracelets and necklaces. Rings that have been modified or resized.
  • Custom-designed jewelry, except in cases of production defects.

Comparison Purchasing Policy

Katchlove is committed to providing high-quality jewelry at competitive prices. To ensure a satisfactory return and exchange service for our customers, we have a policy against comparison purchasing. Comparison purchasing is the act of buying multiple products with the intention of keeping one and returning the others. If we suspect that an order is a comparison purchase, the items may not qualify for our standard return policy. This means that you may not be able to return the items for a refund or exchange. We understand that sometimes people need to compare products before making a purchase. However, we ask that you only order one product at a time if you are unsure of which one you want. This will help us to ensure that our customers are able to receive the products they want and that our business remains profitable.

If you are not sure about your ring size and need help choosing the best option please feel free to check our dedicated sizing help page or use our home try-on service, through which you can try our wedding bands at your home’s convenience. We strive to provide our customers with the finest jewelry and exceptional service. If you have any questions or concerns regarding our exchange, returns and refund policy, or the eligibility of an item, our dedicated customer service team is always ready to assist you. Feel free to reach out to us at hello@Katchlove.com and we'll be more than happy to help you. Your satisfaction is our priority and we look forward to serving you with the utmost care and attention to detail.