Return, Exchange, & Warranty Policy
At Vivarna, we do our best to provide our customers with high-quality products and exceptional service. Please read our return, exchange, and warranty policy carefully before making a purchase.
RETURN POLICY
Vivarna accepts returns only in the following circumstances:
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Your item arrives damaged, or
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You receive an incorrect item due to a fulfillment error
All items marked “Final Sale” are non-returnable, non-exchangeable, and non-refundable. Note that custom creations are not eligible for return, refund, or exchange at any time. Original shipping fees, duties and taxes are non-refundable. Any issues regarding the received items must be communicated to us within 7 days of receiving your order. To initiate a return, please email our Customer Care team with your order number and photos of the issue. If it is determined by Vivarna that either of the above two conditions are met, and the return is adherent to the RETURN GUIDELINES (see section directly below), then Vivarna will accept the return. Once the customer service team approves the return, the return must be shipped back to us within 7 days. We may deny a return, in our sole discretion, should returned products not meet the return guidelines. Vivarna does not accept unauthorized returns and such items will be returned to sender without Vivarna bearing any liability or responsibility for any associated loss.
RETURN GUIDELINES
In order to be returned, all returned products must have their original tags attached (if any), have no signs of use or wear, be in their original condition and have their original packaging intact. Please return your order back to us in the original packaging as well as the same shipping box (or smaller), no oversized or large boxes. Items purchased as a set must be returned as a complete set; individual items of a set are not eligible for return. Unauthorized returns will not be accepted and may be returned to sender without refund.
RESOLUTION
Returns, if accepted upon receipt, will resolve in either an exchange or a refund, depending on the customer’s preference. The exchange/refund process will be initiated within 3-5 business days after receiving the returned package and inspecting the item(s). All items will be thoroughly inspected before a return or exchange is processed. Items found to be worn, used, or in unsellable condition will be rejected and returned.
REFUND METHOD
Approved refunds are issued as store credit only. By completing a purchase with Vivarna, you acknowledge and agree to this refund method. Vivarna reserves the right to amend or update this policy at any time without prior notice.
RETURN SHIPPING
Original shipping fees, duties, and taxes are non-refundable. Returning orders subject to a return fee will be deducted from the amount being refunded to you. Vivarna uses third party delivery and courier services for orders placed through the site and is not liable for shipments indicated as delivered by a courier but not received by a customer. Customers are responsible for return shipping unless otherwise stated
UNAUTHORIZED RETURNS
Due to logistics and customs restrictions, Vivarna cannot reship non-Vivarna items sent to us. Vivarna reserves the right to refuse any unauthorized returns, including but not limited to custom (personalized) items, and to return aforementioned items to the sender. Additionally, Vivarna is not responsible for return shipments that are rejected, re-directed, or abandoned and will not issue a refund for the underlying item(s). In the event that Vivarna identifies an atypical pattern or practice of excessive returns or abuse of its return policy, Vivarna reserves the right to suspend or terminate your account and refuse any and all current or future returns or use of our site.
EXCLUSIONS
Please note that any issues raised after the specified time frame of 7 days from receiving the package will not be considered for return or exchange. Custom creations are not eligible for return, refund, or exchange at any time. Original shipping fees, duties and taxes are non-refundable.
EXCHANGE POLICY
We do not offer automated online exchanges.
Exchanges are handled manually through Customer Care and are subject to approval and inventory availability.
WARRANTY
While we are confident in the quality of the jewelry we provide, Vivarna offers a limited one (1) month warranty from the date of delivery.
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The warranty does not cover:
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Normal wear and tear (scratches, fading, tarnishing)
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Damage from improper care, chemicals, water, or force
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Third-party repairs or post-purchase modifications
To submit a warranty claim, please email us with:
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Order number
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Item details
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Description of the issue
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Supporting photos
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By submitting a warranty claim, you acknowledge and agree to the following:
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Upon receipt of the item that the warranty claim is for, Vivarna will inspect the item and determine whether the issue is covered by Vivarna’s Limited Warranty. Your warranty claim may result in a replacement of the product if available, a repair, or store credit, all at the sole discretion of Vivarna. Note that leveraging a third party repair service will void Vivarna’s warranty. Vivarna does not accept warranty claims with post-purchase modifications.
POLICY UPDATES
Vivarna reserves the right to modify this policy at any time without prior notice. Updates will be posted on our website.
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