Refund policy

Vivana - Return, Exchange & Refund Policy

At Vivana, every piece is inspected, BIS-hallmarked (gold) and certified before it ships. We want you to be delighted, and we keep our policy simple, fair and transparent.

1. If something is wrong on our side

If your order arrives damaged, defective, or not as ordered, tell us within 48 hours of delivery at care@vivanajewels.com or on WhatsApp, with your order number and an unboxing photo or video. We will replace it or give you a full refund including all shipping, at no cost to you.

2. Change-of-mind returns - 7 days

You may request a return within 7 days of delivery for an exchange or Vivana store credit. To qualify, the piece must be unworn and unused, with the security tag unbroken, in its original box and packaging, and returned with the invoice and all certificates (BIS / diamond) and any free gifts.

Change-of-mind returns are settled as store credit or exchange. Where a refund to the original payment method is approved, the outbound shipping and insurance are non-refundable and a reverse-pickup and handling fee is deducted. The value of any coupon or promotion used (for example VIVANA500) is not refunded.

3. Exchange

Each item may be exchanged once within the 7-day window. For gold jewellery, the exchange value is calculated on the day's gold rate for the net weight only - making charges, wastage, GST and stone value are not included. If the new piece costs more, the difference is payable.

4. What cannot be returned or exchanged

For hygiene, safety and customisation reasons: earrings and nose-pins; personalised, engraved or made-to-order pieces; items resized or altered outside Vivana; gold and silver coins and bullion; gift cards; and sale or clearance items - unless the item is defective or wrongly shipped.

5. Inspection & refund timeline

All returns are collected by our insured pickup and inspected at our facility. Once a piece passes quality check (within 5 to 7 business days of receipt), your store credit is issued immediately, or an approved refund is processed to the original method within 7 to 10 business days. Pieces that fail quality check (worn, tampered tag, missing certificate) are returned to you and are not eligible.

6. Warranty

Separately, every Vivana piece carries a 1-year warranty against manufacturing defects (plating, soldering, stone settings), repaired or replaced free. The warranty is for defects, not change of mind.

7. How to start a return

Email care@vivanajewels.com or message us on WhatsApp within the eligible window with your order number. Please do not ship anything back yourself - we will arrange an insured pickup once your request is approved.

Vivana reserves the right to refuse a return that does not meet these conditions. This policy is offered in addition to, and does not limit, your rights under applicable Indian consumer law.