Return & Refund Policy

Vivid Solitaire Jewels
Premium Fashion Jewellery                  

At Vivid Solitaire Jewels, we carefully check and pack every order before shipping. We want you to receive your jewellery in perfect condition.

If you receive a damaged, defective, incorrect, or incomplete order, we are happy to assist you according to the policy below.

1. Return Eligibility

A return, replacement or refund may be considered if:

• You received a damaged or defective product.
• You received a wrong product.
• An item or component is missing from your order.
• There is a verified quality issue with the product.

Important Requirements

To be eligible:

• Contact us within 48 hours of delivery.
• The product must be unused and unworn.
• Keep the product in its original packaging, along with tags, accessories and invoice/order details where applicable.
• A complete unpacking video is mandatory for claims involving damaged, missing, incorrect or transit-affected products.
• The unpacking video should clearly show the package before opening, including the shipping label, and should show the complete opening process without cuts or interruptions.
• The product must not have been altered, repaired, scratched, damaged or misused after delivery.

Without a valid unpacking video, we may not be able to approve a damage, missing-item or wrong-product claim.

2. Non-Returnable Products

We do not generally accept returns for:

• Products that have been worn or used.
• Products damaged through improper use or handling.
• Products that have been altered or repaired.
• Products with scratches, stains or other signs of customer use.
• Products returned without required original packaging.
• Returns requested after the applicable return period.
• Change-of-mind purchases, unless specifically approved by us.
• Products specifically marked Non-Returnable, including certain promotional or clearance items.

3. Damaged, Wrong or Missing Product

If there is a problem with your order, please contact us within 48 hours of delivery.

Please send:

• Your Order Number.
• Clear photos of the product.
• Photos of the packaging, if applicable.
• The complete unpacking video.
• A short description of the issue.

Our team will review your request and, where applicable, offer a replacement, refund or store credit.

Please keep the product and packaging safely until your claim is completely resolved.

4. Return Approval

Sending a return request does not automatically mean that it has been approved.

Our team will review the information provided and may ask for additional photos or videos.

Please do not send any product back until we provide return instructions.

Unauthorized returns may not be accepted.

5. Return Shipping

If the issue is due to an error on our part, such as a wrong or defective product, we will determine the appropriate return-shipping solution after reviewing your claim.

For other approved returns, return-shipping charges may be the customer's responsibility.

6. Refunds

Once an approved return is received and inspected, we will inform you about the refund status.

Approved refunds will generally be processed to the original payment method.

The time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Original shipping charges may not be refundable unless the issue was caused by an error on our part.

7. Replacement

If a replacement is approved, we will try to provide the same product, subject to availability.

If the product is unavailable, we may offer a refund or store credit, as appropriate.

8. Exchanges

Exchanges may be offered only for eligible products and are subject to approval and stock availability.

The product must meet all applicable return conditions.

9. Order Cancellation

Please contact us as soon as possible if you want to cancel an order.

Once an order has been processed, packed or shipped, cancellation may not be possible.

In such cases, the order will be handled according to this Return & Refund Policy.

10. Delivery Damage

If the outer package appears damaged when delivered, please take photographs or a video of the package before opening it.

Where possible, accept the delivery and record the complete unpacking process.

If there is a serious issue with the contents, contact us within 48 hours of delivery.

11. Misuse or False Claims

Vivid Solitaire Jewels reserves the right to reject a return, refund or replacement if we reasonably determine that:

• The product has been used or intentionally damaged.
• The information or evidence provided is misleading or altered.
• The request is made after the applicable deadline.
• The same order is subject to repeated or unreasonable claims.
• The requirements of this policy have not been met.

This helps us protect genuine customers and maintain a fair shopping experience.

12. How to Contact Us

For a return, replacement or refund request, please provide:

Order Number:
Name:
Registered Email/Phone:
Reason for Request:
Photos/Videos: Complete unpacking video and supporting images.

Please contact us within 48 hours of delivery for damaged, wrong or missing-item claims.

13. Policy Updates

Vivid Solitaire Jewels may update this policy when necessary. Any changes will be published on this page with the updated effective date.

14. Contact Us

Vivid Solitaire Jewels
Website: vividsolitairejewels.com
Email: info@vividsolitairejewels.com
Phone/WhatsApp: 916303511882

Our Promise

We believe jewellery shopping should feel beautiful, secure and hassle-free.

We are committed to treating every genuine customer fairly and helping resolve eligible issues as quickly as possible.

Thank you for choosing Vivid Solitaire Jewels.