Refund policy

Returns & Refunds Policy

By completing a purchase with TraxNYC, you acknowledge and agree to the following Returns & Refunds Policy in full.

Return Eligibility Window

Eligible merchandise may be returned within fourteen (14) calendar days of confirmed delivery, as determined by the shipping carrier’s delivery confirmation.

Returns initiated or received outside of this window will not be accepted.

DO NOT attempt to ship items back by yourself. Please return items only using shipping labels issued by TraxNYC Corp. Returns sent without a TraxNYC label will not be accepted.

Karat Guarantee (Gold and Sterling Silver)

If anything you bought from TraxNYC tests under the gold karat or the sterling silver standard it was sold as, within one year of delivery, you choose: a replacement that tests as sold, or a full refund of the purchase price. No restocking fee or return shipping charge applies. This guarantee is separate from the 14-day return window above and from the 7-day defect window in our Terms of Service.

How it works: contact our customer service team at service@traxnyc.com or call 212-391-3832 with your order number before you send anything. We send a prepaid label, or you bring the piece to our counter at 64 W 47th St, Booth F-1. We test the body of the piece and show you the result. If it tests below its stamped karat or below .925 sterling, beyond the tolerance federal law allows, we replace it or refund the full purchase price to your original payment method, as you choose.

What it covers: the piece as we sold it, claimed by the original buyer and matching our record of the sale (item number and the gram weight on your appraisal). It doesn’t cover pieces resized, repaired, plated or otherwise altered by anyone other than TraxNYC, or parts that aren’t the main metal, such as clasp springs, solder joints, plating or stones.

Within one year of delivery, bring any piece you bought from us to our counter and we will test it with you. Our Lifetime Support (repairs at the minimum cost possible) still applies.

Condition of Returned Items

All returned items must be:

In new, unworn, and unaltered condition
Free from signs of use, damage, or modification
Returned with all original packaging and materials

All returns are subject to inspection and final approval.

If an item fails inspection, the return will be rejected and the item will be returned to the customer at their expense.

Original shipping charges are non-refundable.

Restocking Fee

All approved returns are subject to a non-negotiable 5% restocking fee, which will be deducted from the refund amount.

Please NOTE: Other Retailers Charge Up To 15%.

Example:

Purchase price: $1,000
Restocking fee (5%): $50
Refund issued: $950 (shipping excluded)

At our sole discretion, the restocking fee may be applied as store credit toward a future purchase.

Return Shipping Responsibility

Return shipping costs are the responsibility of the customer:

$50 — Continental United States
$100 — International returns

Shipping fees are non-refundable and will be deducted from the refund if prepaid by TraxNYC.

Non-Returnable & Final Sale Items

The following items are strictly non-returnable and non-refundable:

Custom or personalized items, including but not limited to:
- Custom designs
- Ring resizing
- Gold dipping, plating, or finishing
- Any item made or modified specifically for an individual
Payments made toward custom items
Layaway orders (eligible for store credit only; no cash refunds)
Watches
Items marked “Final Sale”
Items marked “Exchange Only” (eligible for exchange only; no refunds)

These exclusions are absolute and apply regardless of condition or wear.

Gold Coins & Bullion

All gold coins and bullion bar jewelry are excluded from standard return eligibility.

If accepted for return, such items will be refunded solely at the current gold scrap value, not the original purchase price. Scrap valuation is determined at the time the item is received and processed.

Late or Unauthorized Returns

Returns received after the 14-day return window or without authorization will not be processed.

Late or unauthorized returns will be:

Held until return shipping is paid
Returned via USPS Priority Mail or FedEx, tracked
Subject to return shipping fees:
- $50 — Continental United States
- $100 — International

TraxNYC assumes no responsibility for unauthorized or late returns.

Chargebacks & Payment Disputes

Customers agree that initiating a chargeback or payment dispute in lieu of following this Returns & Refunds Policy constitutes a violation of purchase terms.

This policy, delivery confirmation, inspection documentation, and product records may be submitted as evidence to payment processors and financial institutions to contest disputes.

Policy Enforcement

TraxNYC reserves the right to:

Deny returns that do not meet policy requirements
Refuse service to repeat violators
Modify this policy at any time without prior notice

Contact & Assistance

For return authorization or clarification prior to shipping an item back, customers must contact our customer service team at service@traxnyc.com or call 212-391-3832.

Failure to do so may result in return denial.

Questions?

Customer service — orders, cancellations, returns, warranty, shipping, privacy: service@traxnyc.com · 212-391-3832
Sales and product questions: sale@traxnyc.com
Order verification only — documents and verification questions: verify@traxnyc.com
Showroom: 64 W 47th St, Booth F-1, New York, NY 10036 · Mon–Fri 11 AM–6 PM, Sat–Sun 12–4 PM