Refund policy

Johnny’s Ice & Co. Return Policy

At Johnny’s Ice & Co., we are committed to providing exceptional customer service and ensuring our customers are satisfied with their purchases. Please take the time to review our comprehensive return policy to understand your rights and responsibilities when shopping with us. By purchasing from Johnny’s Ice & Co., you agree to abide by the terms outlined below.

14-Day Return Policy for Exchanges Only

Customers may request an exchange within 14 days of purchase. Refunds are not guaranteed and are subject to the sole discretion of management. If management approves a refund, it will only be processed under exceptional circumstances such as store credit. Exchanges are limited to items that meet all return criteria outlined in this policy.

Gold and Jewelry Buybacks

When a customer cashes in gold or jewelry for monetary compensation, the funds provided cannot be returned to repurchase products. Any subsequent purchases must be made at full retail price. This policy ensures fairness and transparency in all transactions.

Non-Refundable Items

All custom-made items, including custom dials, grillz, pendants, and personalized jewelry, are strictly non-refundable under any circumstances unless bought at market price of current date of request (if interested). Additionally, funds paid for custom inquiry appointments are non-refundable, as these payments compensate for the time and expertise of our jewelers and management team.

Furthermore, any and all custom pieces that are not to the satisfaction of the client cannot and will not be refunded. Instead, such items will be returned to address and fix any potential issues or store credit will be issued. Clients must understand that their personal standards may differ from those of our jewelers and any and all clients have the right to choose their jeweler of choice, whether if that is from johnnysiceandco or another jewelry store.  Any harassment of our staff regarding these differences will not be tolerated. Clear communication is essential, and it is the client’s responsibility to ensure all details listed on the sales receipt are accurate and approved prior to signing or agreeing to the purchase terms include any and all Stone clarities listed in our Stone clarities section on our website. Please do your research concurrent with what we provide you on our website. 

Requirements for Returns or Exchanges

For an item to be considered for return or exchange, it must include all original components and accessories. This includes, but is not limited to, cleaning cloths, stickers, tags, branding materials, packaging, the original product, and any forms that were provided at the time of purchase. Items that are missing any of these components will be disqualified from consideration for return or exchange. Payment plan products will not Qualify under return or exchange terms. 

Sizing and Specifications

Johnny’s Ice & Co. certifies the accuracy of all product specifications provided at the time of purchase. However, we cannot be held responsible for discrepancies related to sizing, such as dials, pendants, rings, or other custom dimensions, that arise due to misinterpretation. We encourage customers to thoroughly review specifications before placing their orders. For assistance, please contact our customer fulfillment team at sales@johnnysiceandco.com or call our flagship store at +1 (386) 944-9988 for any questions or concerns about sizing accuracy or item compatibility.

Defective molds

If a client orders a grill set online and is required a mold kit, a mold kit must be added to the grill set purchased in order to render service for the Grillz. Each clients grill order/request is custom fit to their mouth and will not be counted towards exchanges. Upon ordering a mold set, johnnysiceandco will ship the mold to the provided address of the client along with a return label and box for return. If the client does not send back the mold kit as instructed in our terms of service: Section 5:2. The client will forfeit the order due to non-completion of services. The client understands that Precious metals and Precious Gemstones fluctuate consistently in pricing depending on market value. All clients have a 90-Day window to return their molds to Johnnysiceandco to render completion of service. If the client fails to return said mold in the right condition within the 90 day period, all product production will cease and the company will await further communication from the client to exchange the purchased product for instore credit. Molds must be accurately taken with visable gumline and teeth lines. The mold cannot lapse, have gaps, shallowing, or shifting during the process. Any Mold that is sent and defective will require the client to order another mold set to redo their grillz. At johnnysiceandco we focus on delivering a high quality product and that all starts with following the mold kit instructions provided in the packaging. 

Custom Appointments and Deposits

Funds paid for custom inquiry appointments are non-refundable, as these fees cover the time and consultation provided by our jewelers and managers. Clients who fail to attend their scheduled appointments will forfeit their deposits. All deposits will be applied toward the total balance at the end of the shopping experience if the client pursues their said appointments.

Payment Plans

Any and all payment plans made on products signed for will not be refunded or exchanged. Clients agree that they have approved their product on their scheduled payment plan and cannot exchange that product for a new one unless damaged by a 3rd Party Shipping Service. If a 30-day nonpayment lapse occurs, Johnny’s Ice & Co. reserves the right to charge interest fees on the incurred balance or cancel the contract for improper business practices. Clients agree that all payments must be made on their set days, with at least one payment every 30 days to keep the payment plan active. Any lapsed payment plans will forfeit the contract, and no refunds will be issued for any monies paid to cover the expenses occurred throughout the production process. All funds will be forfeited to render the debt associated with the account holder.

Delivery and Shipment Fees

Delivery fees, shipment fees, and return shipping costs are non-refundable. These charges are necessary to cover the logistical expenses associated with fulfilling orders and processing returns. If any order has a current shipment charge, the total will be deducted from the original balance ( If a refund is deemed valid )

Damages and Issues

We encourage customers to inspect their orders upon receipt. If an item is found to be defective, damaged, or incorrect, customers must contact us immediately to allow us to evaluate the issue and provide a resolution. Our goal is to address and rectify any concerns promptly.

Sale Products

Products purchased during sales or promotions are final sale and are not eligible for refunds under any circumstances. This policy applies universally and without exception. This includes any items set in our "Clearance Section, second hand product, resale product, or custom projects"

In-Store Credit for Exchanges

For items approved for exchange, Johnny’s Ice & Co. will issue in-store credit to the customer’s account. This credit can be used toward any product available in the store. If the desired product exceeds the credited balance, the customer may apply the credit toward the purchase and pay the remaining balance. In-store credits do not expire and may be used at the customer’s convenience. Log into your account to view your total balance.

Return and Inspection Process

Customers seeking a return must ship the item back to our flagship store in its original, unused, and undamaged condition, including all original packaging and components. Once received, our fulfillment team will inspect the item and notify the customer of the final decision regarding the return or exchange. Johnny’s Ice & Co. will cover shipping costs for return inquiries. If a return request is denied, we reserve the right to ship the item back to the customers listed address on the forms they have signed and confirmed.

Shipping Notice

Items must not be shipped to our store without prior approval. Any unauthorized shipments will be denied and returned to the sender. This ensures an organized and efficient return process for all parties involved.

Refunds and Restocking Fee

If an item qualifies for a refund, the cost of shipping and a 15% restocking fee will be deducted from the total refund balance. Refunds will clear within 7-10 business days, excluding weekends and holidays.

We Value your Business

At Johnny’s Ice & Co., we value your business and strive to maintain the highest standards of quality and service. If you have any questions or require clarification regarding our return policy, please do not hesitate to reach out to our customer support team. We appreciate your understanding and cooperation in adhering to these guidelines.