Return & Refund Policy

If you are not 100% satisfied with your jewelry, you are welcome to contact us within 30 days of delivery to request a return or exchange. Please email us at support@vrafi.com and we will guide you through the process. Please note that any unauthorized returns will not be accepted.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

RETURN/EXCHANGE CONDITION

• The after-sale warranty is 30 days upon receiving the parcel (according to the logistic information).
• Items returned must be unopened or in good condition with the original packing. We DO NOT accept a returned item that has been opened, damaged, or altered in any way.
• If you want to get a full refund, the gift should be returned together. Or we will deduct the price of the gift from your refund.
• We Do NOT accept returned items that are sent back by you directly without checking with us first.
• You will be responsible for the shipping fee (the return shipping fee and the resending shipping fee) for returns and exchanges unless you received a damaged, defective, or incorrect item.
• Please use a local postal courier for returns, not a DHL or other courier that may incur customs duties. Or you will be responsible for the customs fee.

1. Special offers and VRAFI gift cards cannot be exchanged or returned.
2. Made-to-order products can NOT be returned or exchanged. Otherwise, a 30% material fee would be charged.

1. Customer received the wrong item.
2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact VRAFI customer service via support@vrafi.com within 48 hours of receiving their order.)

RETURN/REFUND PROCESS

1. Please contact support@vrafi.com first and we will write back to you as soon as possible.
2. Please tell us the details of your order in the email: your name, order number, and reason. We will first check if the product you received meets the requirements for return or exchange.
3. Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we are happy to help.
4. If you are eligible to return an item and need to return it, we will issue you a return address and RMA (Return Merchandise Authorization) number to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given RMA number is present and clear on your package and you have provided us with a tracking number via email at support@vrafi.com.
5. After receiving the return address we sent to you, please return your items within 7 working days. Items returned after 7 days will not be eligible for an exchange or refund.
6. Once your package has arrived at our facility it will take a few days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us. As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process. 

Refunds

• Refund & Exchange will be processed within 7 working days once get the return package. The refund will be issued to your original payment account.

• The standard shipping rate before the discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.