Refund policy

We want you to be completely satisfied with your purchase. Please read this policy carefully before completing your order.

At VVS Jewelers, we stand behind the quality of our jewelry. However, because most of our pieces are custom-made or made-to-order, our return policy is designed to be fair to both our customers and our production process.
When Returns or Refunds Are Accepted
We only accept returns in the following situations:

Your order arrives damaged or broken upon delivery
We shipped the wrong item, size, or color
Your package is officially lost in transit and cannot be re-shipped

In these cases, you must contact us within 14 days of delivery (or expected delivery for lost packages). We will review your claim and, at our sole discretion, offer a repair, exchange, or replacement.
All returned items must be in their original condition, unopened, and with all original packaging and tags intact.

Manufacturing and production timelines (typically 3–4 weeks for standard custom pieces, 3–6 weeks for more complex items) are estimates only. Delays due to material availability, design changes, manufacturing complexities, or global shipping issues do not qualify for cancellation or refund.
CAD Designs are strictly non-refundable. Once a CAD design has been created for your custom piece, our design team has invested significant time and expertise, so the CAD fee cannot be refunded under any circumstances — even if you decide not to proceed with manufacturing.

All custom jewelry is non-refundable once production has begun, as each piece is made specifically for you.
Progress photos and updates are provided when available but are not guaranteed.
By placing a custom order, you grant VVS Jewelers the right to use images or videos of your finished piece for marketing and portfolio purposes unless otherwise agreed in writing.

• Damaged or broken upon arrival
• You may return the item for repair, or take it to your local jeweler — we will cover the repair costs in either case.
• Wrong item, size, or color
• We will send you the correct item at no extra charge (return shipping may apply — see “How to Return” section below).
  

• You ordered the wrong size (We can help: purchase extra links from us for necklaces/bracelets, or take the piece to a local jeweler for resizing or shortening at your expense.)
• You simply changed your mind or don’t like the item for personal reasons
• The item became scratched, discolored, or tarnished after delivery
  (Jewelry requires proper care. We recommend cleaning with a soft cloth, avoiding chemicals, pools, gyms, and storing in a dry place — preferably in your VVS Jewelers box. Normal wear is not covered.)
• You refused to pay customs duties, tariffs, or import fees
  (Packages held, abandoned, or destroyed by customs are not eligible for refund or replacement.)
• Diamonds become loose or fall out after delivery
  (If it arrives with a manufacturing defect, we will repair it or cover local jeweler fees. Post-delivery issues can usually be fixed locally with loose diamonds we can provide.)
• Your chain twists, tangles, or does not sit correctly
  (This is common with many chains. Lay the necklace flat, pick it up from both ends without twisting, and clasp it.)
• The bail on your pendant does not fit your chain
  (You may purchase a new bail from us and have it fitted locally.)
• Your order did not arrive within the estimated delivery window
  (We rely on third-party carriers; estimated times are not guaranteed.)
• Production or shipping delays
  (Delays are sometimes unavoidable and do not qualify for refunds.)
• Claims that the jewelry is “not real gold” or “not 14k”
  (All metal types — solid gold, gold-plated, etc. — are clearly stated in the product description. Please read carefully before purchasing. Gold-plated items use industry-standard plating processes.)
  

We reserve the right to extend production time when necessary to ensure the highest quality. Longer production does not qualify for cancellation or refund.

Contact our customer support team to start the return process.
Our team will review your request within 1–2 business days.
If approved, we will provide return instructions (a prepaid label is not automatically provided).
Ship the item back using USPS only and include the tracking number.
All returns must be in original packaging and condition.

Important:
We do not cover return shipping costs unless the return is due to our error (wrong item or damaged on arrival).
We are not responsible for returns lost in transit.
Please declare the shipment value at $60–$80 to avoid unnecessary import/export taxes.
Returns without original packaging may be refused.

Once we receive and inspect your return, we aim to process refunds within 5 business days. You will receive an email notification when the refund is issued.
Funds typically appear in your account within an additional 5 business days, depending on your bank or payment provider. Refunds are issued only to the original payment method used.

We are unable to cancel or edit orders once placed, as they are often sent to production within minutes. Please double-check all details before completing your purchase.
If you request cancellation after the order has been placed, we may charge a 10–20% cancellation fee to cover processing, packaging, and payment costs. If the item has already shipped, additional shipping fees may apply and cannot be refunded.

Tooth mold kits for grillz are shipped directly from Amazon for fast delivery. Once the mold kit has shipped, no refunds are available. You may request store credit only.
Each grillz order includes one complimentary tooth mold kit. Replacement molds due to customer error must be purchased separately. Grillz orders are otherwise non-refundable once production begins.

In rare cases, an item shown as “in stock” may sell out after you place your order. We will immediately begin fulfillment or manufacturing. No refunds will be issued in these situations, and your order may arrive in multiple shipments if needed.
By placing an order with VVS Jewelers, you acknowledge and agree to the terms outlined in this Refund & Return Policy.