Refund Policy

At Craneur Ice, we want our customers to be completely satisfied with their purchases. We have a 365-day return policy, which means you have 365 days after receiving your item to request a return.

Custom Pendants are non-refundable.

Customer is responsible for all returns fees. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact our customer service team at support@craneur.co. Items sent back to us without first requesting a return will not be accepted.

Please be aware, we DO NOT offer prepaid return labels! Once you purchase your return label and ship the package to us, it is your responsibility to email us the tracking information for your return.

Damages and issues

If you receive a defective, damaged, or incorrect item, please contact our customer service team immediately so that we can resolve the issue for you.

Exceptions / non-returnable items

We cannot accept returns on certain items, including perishable goods, custom products, and personal care items. We also do not accept returns on hazardous materials, flammable liquids, or gases. Sale items and gift cards are also non-returnable.

Refunds

If your return is approved, you will receive a full refund on your original payment method within 10 business days. It may take additional time for your bank or credit card company to process the refund. If it has been more than 15 business days since your return was approved and you have not received your refund, please contact us at support@craneur.co.

European Union 14 day cooling off period

Customers in the European Union have the right to cancel or return their order within 14 days, for any reason and without justification. The same conditions apply for returns as outlined above.