Refund policy
Return Policy
At Vela Gem, we want you to cherish every jewelry piece you purchase. If an item does not suit your style or fit comfortably, we offer a comprehensive return window. Due to strict hygiene standards and precious accessory protection, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.
2. Return Eligibility and Conditions
To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:
- The jewelry piece must be completely unworn, unused, and in its original, brand-new condition.
- Hygiene Exception: For health and sanitary reasons, pierced earrings cannot be returned if the protective tamper-evident seal or blister packaging has been opened.
- All original packaging, branded velvet jewelry boxes, anti-tarnish pouches, certificates of authenticity, and tags must remain fully intact within the box.
- Items showing signs of wear, surface scratches, perfume/lotion residue, stone chipping, bent prongs, or resized bands will be strictly rejected during our quality inspection.
3. Return Shipping Costs
The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the delicate and high-value nature of jewelry, we recommend using a trackable shipping service and purchasing parcel insurance, as Vela Gem cannot guarantee receipt of returned items without tracking proof.
4. How to Initiate a Return
- Contact our customer support team at support@velagem.store within 30 days of delivery. Please include your order number, item details, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address and protective packaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.
Return Policy
At Vela Gem, we want you to cherish every jewelry piece you purchase. If an item does not suit your style or fit comfortably, we offer a comprehensive return window. Due to strict hygiene standards and precious accessory protection, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.
2. Return Eligibility and Conditions
To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:
- The jewelry piece must be completely unworn, unused, and in its original, brand-new condition.
- Hygiene Exception: For health and sanitary reasons, pierced earrings cannot be returned if the protective tamper-evident seal or blister packaging has been opened.
- All original packaging, branded velvet jewelry boxes, anti-tarnish pouches, certificates of authenticity, and tags must remain fully intact within the box.
- Items showing signs of wear, surface scratches, perfume/lotion residue, stone chipping, bent prongs, or resized bands will be strictly rejected during our quality inspection.
3. Return Shipping Costs
The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the delicate and high-value nature of jewelry, we recommend using a trackable shipping service and purchasing parcel insurance, as Vela Gem cannot guarantee receipt of returned items without tracking proof.
4. How to Initiate a Return
- Contact our customer support team at support@velagem.store within 30 days of delivery. Please include your order number, item details, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address and protective packaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.