Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the condition that you received it, unworn and undamaged, in its original packaging. You'll also need the receipt or proof of purchase. Please note that as our pendants are custom-made to order, returns are only accepted in cases of damage, defects, or significant inaccuracy in the eye replication.

To start a return, you can contact us at infoeyescaptured@gmail.com.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at infoeyescaptured@gmail.com.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if the pendant significantly misrepresents the overall color or appearance of the eye photo you provided. In such cases, we will offer a free remake or a full refund.

Custom & Personalized Items
Each pendant is individually handcrafted to replicate the unique characteristics of the eye photo you provide. Due to the nature of handmade craftsmanship, our pendants achieve approximately 85% accuracy in replicating the original eye. Minor variations in color, texture, or fine details (such as small patterns, subtle lines, or tiny markings) are inherent to the handmade process and are not considered defects. We cannot accept returns or issue refunds based on such minor differences. However, if the pendant significantly misrepresents the overall color or appearance of the eye you submitted, please contact us and we will work with you to make it right.

Exceptions / Non-Returnable Items
We do not accept returns based on change of mind for custom-made items. We also cannot accept returns on sale items or gift cards.

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.

European Union 14-Day Cooling Off Period
If your order is being shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. However, please note that custom-made products are exempt from this right under EU consumer law, as they are made to your personal specifications. If your order has not yet entered production, we will gladly cancel it and issue a full refund.

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 10 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 infoeyescaptured@gmail.com.