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REFUND POLICY

Last Updated: January 31, 2026

1. Our Commitment to You

At El Dorado, we stand behind the quality of our 963Hz resonant sterling silver jewelry. We want you to be completely satisfied with your purchase. If for any reason you're not in love with your piece, we offer a hassle-free 30-day return policy.

2. 30-Day Return Window

You have 30 days from the date of delivery to return your jewelry for a full refund. This gives you plenty of time to:

• Try on your jewelry and experience the resonance
• Ensure the fit and style are perfect for you
• Verify the quality meets your expectations
• Compare with other pieces in your collection

3. Eligible Items for Return

To qualify for a refund, your item must meet the following conditions:

4. Non-Returnable Items

For hygiene and quality reasons, we cannot accept returns on:

• Custom or personalized jewelry
• Items showing visible wear or damage
• Jewelry with modified or removed engravings
• Products purchased from third-party retailers
• Final sale or clearance items (marked as such)

5. How to Initiate a Return

Follow these simple steps to return your jewelry:

1. Contact Us: Email tommy@innovlead.ca with your order number and reason for return
2. Get Authorization: We'll send you a Return Authorization (RA) number within 24 hours
3. Pack Securely: Place jewelry in original packaging with all materials included
4. Include RA Number: Write the RA number clearly on the outside of the package
5. Ship Back: Send to the address provided in our email (shipping address will be provided)
6. Track Shipment: Use tracked shipping and keep your receipt

6. Return Shipping Costs

Standard Returns

For returns due to change of mind or preference:

• Customer is responsible for return shipping costs
• We recommend using tracked, insured shipping
• Estimated cost: $10-$25 depending on location

Defective or Damaged Items

For returns due to manufacturing defects or shipping damage:

• We cover all return shipping costs
• Contact us immediately with photos of the defect/damage
• We'll provide a prepaid shipping label
• Expedited replacement at no additional cost

7. Refund Processing

Timeline

• Inspection: 2-3 business days after we receive your return
• Refund Approval: Email notification sent once approved
• Credit Processing: 5-10 business days for funds to appear in your account

Refund Method

Refunds are issued to the original payment method:

• Credit/Debit Card: Full refund to the card used for purchase
• XRP (Cryptocurrency): Refund in USD equivalent to your XRP wallet (based on current exchange rate)

What's Refunded

• Full product price
• Original shipping costs (for defective items only)
• Applicable taxes

8. Exchanges

Need a different size, style, or piece? We're happy to help!

Exchange Process

1. Contact us with your exchange request
2. We'll check availability of desired item
3. Return original item following standard return process
4. Once received and inspected, we'll ship your new item
5. No additional cost if items are the same price

Price Differences

• Exchange for Lower Price: We refund the difference
• Exchange for Higher Price: You pay the difference before shipping

9. Damaged or Defective Items

If your jewelry arrives damaged or has a manufacturing defect:

1. Document Immediately: Take clear photos of the damage/defect
2. Contact Us Within 48 Hours: Email tommy@innovlead.ca with photos and order number
3. Choose Your Resolution:
   • Full refund + free return shipping
   • Free replacement with expedited shipping
   • Store credit for 110% of purchase price

10. Lost or Stolen Packages

Before Delivery

If tracking shows your package is lost in transit:

• Contact us immediately
• We'll file a claim with the carrier
• Replacement shipped within 2 business days
• No cost to you

After Delivery (Porch Theft)

If tracking confirms delivery but you didn't receive your package:

• Check with neighbors, building management, or household members
• Contact us within 48 hours of confirmed delivery
• We'll investigate and work toward a resolution
• May require a police report for high-value items

11. Warranty Coverage

In addition to our 30-day return policy, all El Dorado jewelry includes:

90-Day Manufacturing Defect Warranty

• Covers defects in materials or craftsmanship
• Free repair or replacement
• Does not cover normal wear and tear
• Does not cover damage from misuse or accidents

12. Restocking Fees

Good News: We don't charge restocking fees!

As long as your item meets return eligibility requirements, you'll receive a full refund. No hidden charges.

13. International Returns

For customers outside Canada and the United States:

• Same 30-day return policy applies
• Customer responsible for return shipping and customs fees
• Original customs duties are non-refundable
• Contact us before shipping to ensure smooth processing

14. Cancellations

Before Shipment

You can cancel your order for free if:

• Order has not been processed (typically within 12 hours of purchase)
• Item has not yet shipped
• Full refund issued within 3-5 business days

After Shipment

Once shipped, cancellations follow our standard return policy:

• Refuse delivery at your door (package returns to us)
• Or accept delivery and initiate a standard return

15. Contact for Returns

Have questions or ready to start a return? We're here to help:

Email: tommy@innovlead.ca
Subject Line: "Return Request - Order #[YOUR ORDER NUMBER]"
Response Time: Within 24 hours (usually much faster)

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