Refund policy

At Claxton Grove, we're dedicated to providing high-quality items and exceptional customer service. Due to the our size and the nature of our business, we are unable to offer returns or refunds and have implemented an exchange-only policy.

We want you to be happy with your order and understand that unique situations will occur. If you have any questions or are not satisfied with your order or experience, please don't hesitate to reach out to us at claxtongrovedesigns@gmail.com.

Our Return & Exchange Policy:

  1. Exchanges: We understand that are happy to provide an exchange within 15 days of your purchase to ensure you get the product that suits you best.

  2. Process: If you need to exchange an item, please contact us at claxtongrovedesigns@gmail.com with your order number, contact information and details of the item you wish to exchange and we would be happy to assist you further. 

  3. Eligibility for Exchange: The item must be unused, in its original condition, and in its original packaging. 

  4. Shipping for Exchanges: Customers are responsible for the shipping costs associated with sending the item back to us. We will pay for shipping the replacement item back to you, and the shipping method is at our discretion. It is your responsibility to ensure that the return item is shipped in a secure manner. We cannot issue an exchange if the item(s) being returned are damaged or lost. 

  5. Processing Time: Once we receive your item and it has been inspected, we will process your exchange and send out your new item within 2-5 business days. We will keep you updated throughout the process.

  6. Order Cancellations: We understand that from time to time you might change your mind or your situation may change. If you would like to cancel your order, please email us right away. If your order has not yet shipped, we can cancel your order and issue a full refund. Once your order has shipped, it is considered complete and cannot be cancelled. The exchange policy is in effect once is processed and shipped. 

  7. Damages During Shipping: We do our best to ensure that items arrive to you safely, however on occasion items may be damaged during shipping. Please contact us at claxtongrovedesigns@gmail.com right away so that we can assist you with next steps. 

  8. Adjustments & Repairs: At Claxton Grove we take pride in creating high-quality items with attention to detail. If at any time you have questions about the quality of your piece, or it is damaged, please reach out to us with any questions and we will do our best to help you. 
    • The steps to adjusting the length of a necklace are the same as exchanging a product (see above). Please reach out to us at claxtongrovedesigns@gmail.com within 30 days of the date of purchase.
    • We are happy to repair any jewelry items purchased from Claxton Grove when and wherever possible.
    • If the item was purchased within the last 6 months, the repair will be complimentary. If we cannot fix the item, we will do our best to replace the broken piece as applicable. Please reach out to us at claxtongrovedesigns@gmail.com
    • If the product was purchased over 6 months ago, we would still be happy to repair the item but there may be a fee, which will depend on the nature of the repair. We charge only for the cost of materials and the labour required. The return cost of shipping (to return the item to us and then to send it back) is not included and will be at the customer's expense. 
  9. FINAL SALE ITEMS: Certain items may be ineligible for exchange due to hygiene reasons or other restrictions. These items will be clearly marked on the product page. 
    • Due to hygiene reasons, earrings are considered final sale with no option to exchange. 
    • Sale Items, including Mystery Bags are final sale, with no option for exchange.