At Vian Jewellers, accessible from https://vianbysimran.com, customer satisfaction is our top priority. We aim to provide high-quality jewellery, and we understand that sometimes returns or exchanges are necessary. This Return & Exchange Policy outlines the terms under which we accept returns and offer exchanges.
Eligibility for Returns and Exchanges
We accept returns or exchanges under the following conditions:
- Time Frame: You must request a return or exchange within 7 days of receiving your order.
- Product Condition: The item must be in its original, unused condition with all tags, certificates, and packaging intact. Items that show signs of wear, damage, or alterations (including resizing or engraving) are not eligible for return.
- Non-Returnable Items: Custom-made or personalized jewellery items, including engraved pieces or specially sized rings, are non-returnable unless there is a manufacturing defect.
Return Process
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team at [email address] with your order number and reason for the return.
- Approval: Once your return is approved, we will provide instructions for sending the item back to us. Please ensure the item is securely packaged to avoid damage during shipping.
- Shipping Costs: The customer is responsible for return shipping costs, unless the item was damaged or defective upon arrival. We recommend using a trackable shipping method for your return.
Refund Policy
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved:
- Refund Method: Refunds will be processed to your original payment method within 7–10 business days.
- Shipping Charges: Shipping charges (if applicable) are non-refundable unless the return is due to an error on our part (such as a defective item or wrong order).
Exchanges
If you wish to exchange an item for a different size, design, or style:
- Contact Us: Reach out to us at [email address] within 7 days of receiving your order, and we will guide you through the exchange process.
- Product Condition: The item must meet the same eligibility criteria as returns—unworn and in its original packaging.
- Shipping Costs: The customer is responsible for the shipping costs associated with sending the item back to us. For exchanges, any additional shipping fees for the new item will also be charged.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 48 hours of delivery with photos and details of the issue. We will offer a replacement or full refund, including any shipping costs, after reviewing the case.
Non-Refundable & Non-Returnable Items
Please note that the following items are non-returnable:
- Customized or engraved jewellery
- Final sale items
- Gift cards