Refund policy

Our Commitment

We are dedicated to offering unique and high-quality items, from personalized Custom Crest necklaces to non-customizable accessories. To ensure clarity and fairness, our return and refund policy is tailored to the nature of each product.

SECTION A: CUSTOMIZABLE PRODUCTS (e.g., Custom Crest Necklaces)

Due to the unique and personalized nature of our Custom Crest necklaces, these items are final sale unless they arrive damaged, defective, or incorrect based on your order.

1. Eligibility for Return or Refund (Customizable Products Only): We accept returns or offer refunds/replacements exclusively under the following specific conditions for customizable items:

  • Damaged Product: The item arrived broken, chipped, significantly tarnished, or otherwise physically damaged during shipping.

  • Incorrect Item Received: You received a product that fundamentally differs from what you ordered (e.g., wrong name, wrong shape, or a significant design deviation from what was confirmed in your order details).

  • Manufacturing Defect: The item has a structural or functional defect due to our craftsmanship (e.g., a faulty clasp, or a significant error in design that deviates from what was approved by the customer).

We DO NOT accept returns or offer refunds for Custom Crest necklaces due to:

  • Change of Mind: As each Custom Crest necklace is uniquely personalized, it cannot be restocked or resold.

  • Customer Input Errors: We are not responsible for errors in spelling, capitalization, chain length selection, or any other customization details that were incorrectly provided by the customer during the order process. Please review your order details carefully before confirming your purchase.

  • Minor Variations: Due to the handcrafted nature of our Custom Crest products, slight variations in color, texture, or minor imperfections that do not affect the functionality or overall aesthetic quality are not considered defects.

SECTION B: NON-CUSTOMIZED PRODUCTS

For our non-customized items, we offer a more flexible return policy, provided the items meet the eligibility criteria below.

Eligibility for Return (Non-Customized Products Only): You may return non-customized products for a refund or exchange within 30 days of your order's delivery date, provided the item(s) meet the following conditions:

  • The item is unused, unworn, unwashed, and in the same condition that you received it.

  • The item is in its original packaging with all tags, labels, and accessories attached.

  • You’ll also need the receipt or proof of purchase.

SECTION C: GENERAL RETURN & REFUND PROCESS (Applies to ALL Eligible Returns)

1. Reporting Period:

  • For Customizable Products (Section A): You must notify Vividore of any damaged, incorrect, or defective items within 7 days of your order's delivery date. Claims made after this period will not be accepted.

  • For Non-Customizable Products (Section B): Returns must be initiated within 30 days of your order's delivery date.

2. How to Initiate a Return/Claim: To initiate a return or report an issue with your order, please follow these steps:

  1. Contact Us: Send an email to info@vividore.co with your Order Number and "Return Request" in the subject line.

  2. Provide Details:

    • Clearly state whether the item is Customized or Non-Customized.

    • Describe the reason for the return (e.g., "damaged chain," "wrong size," "change of mind").

    • For Damaged/Incorrect/Defective Items (Custom & Non-Custom): Include clear photos or a video that distinctly show the issue. This visual evidence is crucial for our assessment.

  3. Await Instructions: Our team will review your request within 3 business days and provide instructions, including a Return Merchandise Authorization (RMA) number if required, and the return shipping address.

3. Shipping for Returns:

  • Vividore's Error (Damaged/Incorrect/Defective): If the return is due to our error (damaged, incorrect, or defective item for either custom or non-custom products), Vividore will provide a prepaid return shipping label or cover the cost of return shipping.

  • Customer's Choice (Non-Customizable Products Only): For returns of non-customizable items due to change of mind or subjective reasons, the customer will be responsible for the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Refunds & Replacements:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Upon approval:

    • Customizable Products: We will, at our discretion, offer a replacement (corrected item) or a full refund to your original payment method for eligible claims.

    • Non-Customized Products: A full refund (excluding original shipping costs, and any return shipping costs if applicable) will be issued to your original payment method. Alternatively, you may be offered store credit or an exchange if preferred.

  • Refunds will be processed within 5-7 business days of return approval. Please allow additional time for the refund to appear on your bank statement, depending on your financial institution.

5. European Union 14-Day Cooling-Off Period

  • Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • However, please note that the right of withdrawal (14-day cooling-off period) does NOT apply to the supply of goods that are made to the consumer's specifications or are clearly personalized, such as our Custom Crest necklaces.
  • For these personalized items, our return policy (as outlined in SECTION A: CUSTOMIZABLE PRODUCTS) applies. This means returns are only accepted if the item is damaged, defective, or incorrect as per your order details.