Refund policy

Return, Refund & Upgrade Policy

We want you to love your purchase! If you're not completely satisfied, we offer flexible return and upgrade options depending on your item type, location, and value.

 

Return Policy

You have 7 days from the date of receiving your item to request a return.

Eligibility:

  • Not a custom designed product.
  • Item must be unworn, unused, with tags, and in original packaging
  • Must include receipt or proof of purchase

To start a return, email info@kleodora.ca. Once approved, we’ll send a return shipping label and instructions.

Return address:
215 Victoria Street, #509
Toronto, Ontario M5B 1T8
Canada

Items sent without prior approval will not be accepted.

 

All Jewellery – 7-Day Return

You may return eligible diamond-studded or platinum jewellery within 7 days under these conditions:

  • Not a Custom Design
  • Item is unused, unaltered, and not customized
  • Returned in original condition with invoice and certificates
  • No signs of tampering or modification
  • Engraved or personalized items are non-returnable

All diamond item returns undergo:

  • Gemological inspection to verify authenticity
  • Condition grading for resale viability

 

Upgrade Policy

(Diamonds & Platinum only)

You may upgrade your jewellery at 100% of the original purchase value when selecting a new item that is at least 40% higher in price.

This offer is valid for 6 months from the date of your original invoice.

 

Refunds

Once your return is received and inspected:

  • You’ll be notified of approval status
  • If approved, refunds are issued to your original payment method within 7–10 business days

If more than 15 business days have passed since approval, contact info@kleodora.ca.

 

Non-Returnable Items

We do not accept returns for:

  • Custom products (e.g., special orders, personalized items)
  • Final Sale items or gift cards

Exchanges

To exchange an item, return it first. Custom Orders not eligible for Exchanges. Once accepted, place a new order for the replacement.

 

Damages & Issues

Inspect your order upon arrival. If it’s defective, damaged, or incorrect, contact info@kleodora.ca immediately so we can make it right.

 

Shipping & Insurance for Returns

For items valued over $1,000, we require:

  • Insured shipping with tracking
  • Use of tamper-evident packaging if provided
  • A 5–10% restocking fee may apply unless the return is due to defect or error