Refund policy

CITLALI JOYAS — Return & Refund Policy, United States Market

Version June 2026 · joyascitlali.com

Returns and exchanges

  • You have 15 calendar days from the delivery date confirmed by the carrier to request a return or exchange.
  • The piece must be unworn, in its original condition, and in its original packaging.
  • Personalized or engraved pieces are final sale and cannot be returned or exchanged.
  • Pieces purchased during our winter and summer sales, as well as gifts from active promotions, cannot be exchanged or refunded.

How to start a return

  • Contact us at contacto@joyascitlali.com.mx with your order number and the reason for your return.
  • We will provide a return authorization and instructions within 2 business days.
  • Jewelry must be shipped at your expense to our returns and exchanges center in the US; we will share the address once your return is authorized. Return shipping costs are on us if the return is due to a manufacturing defect or a shipping error on our part.
  • If you would like to exchange a product, you must ship it at your expense to our returns and exchanges center in the US and pay for a new shipment from Guadalajara.

Refunds

  • Once the piece is received and inspected, we process your refund within a maximum of 5 business days.
  • Refunds are issued to the original payment method. Your bank may take an additional 3 to 5 business days to reflect it in your account.
  • Original shipping costs are non-refundable.

Damaged items

If your order arrives with visible damage caused by handling during shipping, contact us within 5 business days of the delivery date recorded by the carrier, with photographic evidence of the packaging and the piece. If the damage is confirmed, we will send a replacement piece at no additional cost within 15 business days of the carrier's confirmation. All evaluations are at Citlali's discretion.

Lost packages

If the carrier confirms that a package was lost in transit, we will send a replacement piece or issue a full refund — whichever applies — within 15 business days of confirmation. If you entered an incorrect address and that resulted in a wrong delivery, Citlali cannot be held responsible, and the case will not be considered lost or stolen.

Questions

Email: contacto@joyascitlali.com.mx · WhatsApp: +52 33 1084 9786 · Monday to Friday, 9:00 a.m. to 6:00 p.m. (CT).