Refund & Cancellation Policy

1. Overview

At Veloura Jewels, every piece of jewellery is crafted with exceptional care and precision. Because of the bespoke and handcrafted nature of our products, our refund and cancellation policy reflects the significant time, artisanship, and materials invested in each creation. Please read this policy carefully before placing an order with Veloura Jewels.

2. Custom Orders – Cancellation Policy

Custom jewellery orders at Veloura Jewels are unique, personalised creations made to your specific requirements. The following cancellation terms apply:

• Before Design Approval: Orders cancelled before the design is approved and confirmed are eligible for a full refund of any advance payment made.
• After Design Approval: Once a design has been approved in writing and production has commenced, the order cannot be cancelled and the advance payment is non-refundable.
• Post-Production: Completed custom jewellery pieces cannot be cancelled, returned, or exchanged unless there is a verified manufacturing defect, as all pieces are crafted exclusively for the individual client.

3. Ready-to-Ship Jewellery – Return Policy

For non-custom, ready-to-ship jewellery purchased from Veloura Jewels:

• Returns are accepted within 7 days of delivery, provided the piece is unused, unworn, unaltered, and returned in its original Veloura Jewels packaging with all accompanying certificates and documentation.
• Items showing signs of wear, alteration, or damage will not be accepted for return.
• To initiate a return, contact us at contact@velourajewels.shop within the 7-day window with your order details and reason for return.

4. Refund Process

Once Veloura Jewels receives and inspects a returned item and confirms it meets our return criteria, a refund will be processed within 10–14 business days. Refunds will be issued to the original payment method used at the time of purchase.

Veloura Jewels reserves the right to deduct any applicable transaction fees, shipping charges, or handling costs from the refund amount.

5. Exchanges

Veloura Jewels offers exchanges for ready-to-ship jewellery pieces within 14 days of delivery, subject to availability and at the discretion of Veloura Jewels. Exchange requests for custom pieces are evaluated on a case-by-case basis due to the personalised nature of the work.

6. Manufacturing Defects

If you receive a Veloura Jewels piece with a verified manufacturing defect, please contact us within 48 hours of delivery with clear photographic evidence. We will arrange a prompt repair, replacement, or refund at no additional cost to you.

7. Non-Refundable Items

The following are not eligible for refunds or exchanges under any circumstances:

• Custom-made jewellery pieces once production has commenced.
• Personalised or engraved items.
• Items returned beyond the specified return window.
• Jewellery damaged due to misuse, improper storage, or accidents after delivery.

8. Shipping Costs for Returns

Customers are responsible for the cost of return shipping unless the return is due to a Veloura Jewels manufacturing defect. We strongly recommend using an insured courier service for all returns, as Veloura Jewels is not responsible for items lost or damaged in transit.

9. Contact Us

For any refund or cancellation enquiries, please contact the Veloura Jewels customer care team at:
📧 contact@velourajewels.shop

Our team will respond to all queries within one business day and guide you through the process with care and transparency — as is the Veloura Jewels promise.