Refund policy

At Vionelie™, each jewellery piece is thoughtfully curated and carefully quality-checked before dispatch to ensure it reaches you in excellent condition.

Due to the delicate and hygienic nature of jewellery, we follow a strict no-return and no-exchange policy, except in rare and valid cases mentioned below.

Eligible Cases for Return or Exchange

A return or exchange request may only be considered if:

You received a damaged product.

You received an incorrect item.

Non-Eligible Cases

Returns or exchanges will not be accepted for reasons including, but not limited to:

Change of mind.

Personal preference regarding size, colour, style, or design.

Minor variations in colour or appearance caused by lighting, photography, or screen settings.

Damage caused after delivery due to improper handling, exposure to water, sweat, perfumes, chemicals, or lack of proper care.

Normal wear and tear after usage.

Minor and negligible issues that do not affect product usability.

Mandatory Unboxing Video Requirement

To raise a valid claim for a damaged or incorrect item, a clear unboxing video is compulsory.

The unboxing video must:

Begin before opening the package.

Clearly show the shipping label and sealed packaging.

Capture the entire opening process continuously without any cuts, pauses, edits, or transitions.

Clearly display the issue or damage.

Claims submitted without a proper unboxing video may not be accepted.

How to Request a Return or Exchange

Customers must contact us within 24 hours of delivery.

Please share the following details via email:

Order ID.

Brief description of the issue.

Clear unboxing video as per the requirements mentioned above.

After verification, our team will review the request and provide further assistance.

Reverse Pickup and Return Shipping

If your location is serviceable for reverse pickup, we may arrange a pickup from your address.

If reverse pickup is unavailable, customers may be requested to self-ship the product to us.

Return shipping reimbursement may be considered only in valid cases involving damaged or incorrect products.

Returned products must be unused and sent back in their original packaging along with all tags, cards, pouches, freebies, and accessories received with the order.

Refund Process

Approved refunds, if applicable, are generally processed within 7–10 business days after the returned item is received and inspected.

Refunds may be issued to the original payment method or as store credit, depending on the nature of the case.

Important Note

Vionelie™ shall not be responsible for damages caused due to mishandling, improper storage, accidental impact, water exposure, sweat, perfumes, or chemical contact after delivery.

Customers are advised to follow the Jewellery Care Instructions provided with each order for better product longevity.

Need Help?

For any assistance regarding your order, feel free to contact us at:

E-mail: contact@vionelie.com