Policy Applicability
This Return & Refund Policy applies to all purchases made through Vellia Vey's official website and mobile application, unless otherwise specified in product-specific policies.
What products aren't eligible for return?
- Returns cannot be requested more than 30 days after the order has been received.
- Rings that have been resized or modified.
- Items that are in a used condition or have their tags removed.
- Products marked non-refundable.
Please note that while you can return an engraved ring, we charge $80 to remove the custom engraving.
Instructions for Returns
Customers can complete all return and refund processes on the Vellia Vey website where they placed their order:
In the Orders management section of My Account on the Vellia Vey website, customers can select the item they wish to return and submit a return request by providing the necessary information.
It will take 2-3 business days to review the request. Once the request is approved, we will send the return shipping label and invoice via the return web page and by email.
Customers should print the shipping label and invoice, package the item as instructed, and wait for the courier to pick it up. The courier will contact the customer using the provided phone number. If a call is missed, customers can also contact the courier company to arrange pickup. Please refer to the local DHL, FedEx, or UPS contact numbers for assistance. The time taken for the package to reach us may vary based on the shipping location, typically taking 5-7 business days.
After we receive and inspect the returned item (inspection is expected to take about 3 business days), customers can expect to receive their refund within 10-15 business days.
Refunds
Once your order is returned, our Quality Assurance team will receive and inspect your item(s) to ensure they are in unworn condition before issuing a refund.
Refund FAQs
How much will I receive as a refund?
You will receive a full refund for all eligible products. We will cover all shipping costs (both ways) and no delivery fees will be deducted from your refund amount. Please note: For custom engraved products, we will deduct $80 from your refund to cover restoration costs for resale.
How long will it take to process my refund?
Your refund will be processed approximately 10-15 business days after we receive it.
How will I receive my refund?
Your refund will be issued back to the method of payment used in the original purchase, or by check if the original payment method was bank wire, cash, or any other payment requiring special processing. If the original method of payment was a credit card, you will see the refund reflected on your account within the next 10-15 business days. International bank wire purchases will be refunded in USD according to the exchange rate at time of purchase. Vellia Vey is not responsible for differences in foreign currency refund amounts due to exchange rate fluctuations between the time of purchase and refund. Vellia Vey is not responsible for any foreign exchange or other fees that are charged by the customer's financial institution.
Dispute Resolution
To the maximum extent permitted by law, any dispute arising with respect to this Agreement shall be resolved by negotiation between the parties or, if necessary, by resort to an appropriate court located in Hong Kong.
Limitation of Liability
In no event shall Vellia Vey, its directors, members, employees, affiliates, or agents or any other party involved in creating, producing, or delivering the Vellia Vey products be liable to you or any third party for damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, special, punitive and consequential damages or other damages of any kind, including but not limited to loss of use, loss of profits, or loss of data, whether in contract, tort, or otherwise, including negligence, arising out of or in any way connected with or resulting from the use of our site, the products, the services or the content contained in or accessed through the Vellia Vey Site, or that results from the reliance by user on any information obtained from Vellia Vey, including any error or omission regarding listed diamond origin, any mistakes, omissions, interruptions, deletion of files or emails, errors, defects, viruses, delays in operation or transmission or any failure of performance of the Vellia Vey Site, whether or not resulting from acts of god, communications failure, theft, destruction or unauthorized access to Vellia Vey's programs or services, even if Vellia Vey is expressly advised of the possibility of such damages, or even if the loss, damage or expense was caused by Vellia Vey, its directors, members, employees, affiliates or agents. In no event shall Vellia Vey's liability be greater than the price you paid for the product or service that is the basis for the claim.
Some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. It is your responsibility to check local laws for any restrictions or limitations regarding the exclusions of implied warranties.
Change of Terms
Vellia Vey may, at its sole discretion, revise or add new terms to these free return and refund conditions from time to time without notice to you. Such revisions and additions shall be deemed effective immediately upon notice, which Vellia Vey may give by any means, including, without limitation, by posting the revised Conditions on the Vellia Vey Site. You are responsible for reviewing the Vellia Vey Site for any modifications to these Conditions that may affect your rights or obligations. Any change or modification will be effective immediately upon posting of the revisions on the Site. Any access or use by you of the Vellia Vey Site after changes to these Conditions will constitute your acceptance of the revised terms. If you do not agree to the amended terms, you must stop using the Site.
For any questions about returns or refunds, please contact us at service@velliavey.uk