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Refund policy
1. Refund & Exchange Policy
Our Commitment
At Velucera, every piece is inspected for quality before it ships. Because of the handcrafted and delicate nature of fine jewelry, we maintain a strict policy regarding exchanges and returns to ensure fairness to all our customers and to protect the integrity of our products.
Exchange Eligibility
We accept exchange requests only within 5 days of the delivery date, as confirmed by our shipping carrier's tracking record. Requests made after this window will not be honored under any circumstances, regardless of reason.
To qualify for an exchange, the item must meet ALL of the following conditions:
- Completely unworn, unused, and undamaged
- In its original condition with no signs of wear, resizing, or alteration
- Returned with all original packaging, tags, certificates of authenticity, and accessories included at the time of purchase
- Accompanied by proof of purchase (order number or receipt)
Items that do not meet these conditions upon inspection will be rejected and returned to the customer at their own expense. We reserve the sole right to determine, at our discretion, whether a returned item qualifies for exchange.
Non-Exchangeable Items
The following items are final sale and are not eligible for exchange or refund under any circumstances:
- Earrings (for hygiene reasons)
- Custom, engraved, or personalized pieces
- Items purchased during clearance, sale, or promotional events marked "Final Sale"
- Any item showing signs of wear, alteration, or damage caused after delivery
No Cash Refunds
Velucera does not offer cash refunds under any circumstances. All approved returns will be issued as store credit or exchanged for another item of equal or lesser value. Store credit is valid for 2 months from the date of issue and is non-transferable.
Shipping Costs for Exchanges
Customers are responsible for all shipping costs associated with returning an item for exchange, including return shipping and any applicable customs or duties. Original shipping charges are non-refundable under any circumstances. We strongly recommend using a trackable shipping method, as Velucera is not responsible for items lost or damaged in transit back to us.
Damaged or Defective Items
Claims for items damaged in transit or defective upon arrival must be reported within 48 hours of delivery, accompanied by clear photographic evidence of the damage and the original packaging. Claims submitted after this window will not be considered. Velucera reserves the right to request the item be returned for inspection before any resolution is offered, and reserves the right to determine, at its sole discretion, whether the claim is valid.
Chargebacks & Disputes
Customers agree to contact our support team directly to resolve any order issue before initiating a chargeback or payment dispute with their bank or card provider. Filing a chargeback without first attempting resolution through Velucera's support channels may result in the customer being blocked from future purchases and may be contested with evidence of order fulfillment, delivery confirmation, and communication records.
