At Vivai Jewels, every piece is crafted with care and attention to detail. Our Refund & Returns Policy is designed to ensure fairness, transparency, and customer satisfaction.
By placing an order on our website, you agree to the terms outlined below.
1. Eligibility for Returns & Exchanges
Returns or exchanges are accepted only in the following cases:
- Manufacturing defects
- Customization errors made by Vivai Jewels
Requests must be raised within 48 hours of delivery, along with clear images and order details.
2. Non-Returnable Items
The following items are not eligible for return or exchange:
- Customized or personalized products (unless defective or incorrect due to our error)
- Items damaged due to misuse, negligence, or wear and tear
- Products returned without original packaging and documentation
3. Return Process
To request a return or exchange:
- Contact our customer support team within 48 hours of delivery
- Share your order reference number and supporting images
- Our team will review the request and guide you through the next steps
Returns sent without prior approval will not be accepted.
4. Refund Policy
Once a return is approved and the item is received and inspected:
- Refunds will be processed to the original payment method
- Approved refunds are initiated within 5–7 business days
- Bank processing times may vary and are beyond our control
5. Cash on Delivery (COD) Orders
For Cash on Delivery orders, refunds (if approved) will be processed through bank transfer or another suitable method, as communicated by our support team.
6. Shipping Charges
- Original shipping charges are non-refundable, unless the return is due to an error on our part
- Return shipping costs may be borne by the customer unless otherwise specified
7. Order Cancellations
- Orders can be cancelled only before dispatch
- Once an order has been shipped, cancellation is not possible
- Refunds for approved cancellations will be processed within 5–7 business days
8. Damaged or Incorrect Products
If you receive a damaged or incorrect item:
- Notify us within 48 hours of delivery
- Provide clear photographs of the product and packaging
- Our team will assist with a replacement or refund, as applicable
9. International Orders
For international orders:
- Additional charges may apply and are non-refundable
- Customs duties, taxes, or import fees are not refundable under any circumstances
10. Policy Updates
Vivai Jewels reserves the right to modify or update this policy at any time.
Changes will be effective immediately upon being posted on this page.
11. Contact Us
For any questions regarding refunds or returns, please contact our customer support team with your order details.
We value your trust and strive to resolve every concern with care and transparency.
