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REFUND & RETURNS POLICY
At Goldvion Jewellery Gifting, all sales are final. By completing a purchase, you confirm that you have read and fully understood this policy.
All Sales Are Final — No Refunds
We do not offer cash refunds under any circumstances, including:
- Change of mind after purchase
- Incorrect charm selection made by the customer at checkout
- Personal dissatisfaction with appearance, weight, size, or style
- Aesthetic preferences (e.g. “it doesn’t look the same as the photo”)
- Delays in delivery by the courier
- Dissatisfaction with mystery gift contents
- Items received as a gift by a third party
Once an order is placed and payment is confirmed, no cancellation, modification, or refund request will be entertained.
No Cash on Delivery (COD)
We do not offer Cash on Delivery. All orders must be paid in full via accepted online payment methods at checkout. No exceptions.
Mystery Gifts — Non-Refundable and Non-Exchangeable
Mystery gifts are selected entirely at Goldvion Jewellery Gifting’s sole discretion. They are:
- Non-refundable under all circumstances
- Non-exchangeable for any other item or monetary value
- Excluded from all damage and warranty claims — no replacement offered for mystery gifts under any circumstance
By purchasing any Goldvion gift set containing a mystery gift, you acknowledge the mystery gift is a final, non-negotiable component of your order.
Please Inspect Your Order Upon Arrival
Please inspect your order immediately and carefully upon receiving it. If the outer packaging shows signs of damage or tampering upon delivery, photograph it before opening. Any damage to contents must be reported within 3 calendar days of the delivery date. Do not discard packaging materials until you have inspected all contents.
Non-Returnable and Non-Refundable Items — Complete List
The following are NOT eligible for return, refund, or exchange under any circumstances:
- Mystery gifts (included in all Goldvion gift set tiers)
- Custom or personalised orders (all Goldvion orders are personalised by charm selection)
- Items with damage caused by personal use, handling, misuse, or improper storage
- Items that have been worn, altered, or modified after receipt
- Items where the complaint is aesthetic (appearance, colour, shine preference)
- Orders where the customer made an error in charm selection at checkout
- Tarnished, discoloured, or scratched items from exposure to water, chemicals, perfume, or sweat
- Items returned without prior written authorisation from Goldvion Jewellery Gifting
Damaged Items — How to Report
If your order arrives with visible manufacturing damage, report it within 3 CALENDAR DAYS of the J&T Express confirmed delivery date. Reports submitted after this window will not be accepted under any circumstances.
Email goldvionjewellery@gmail.com with ALL of the following:
- Your order number
- Your full name
- A clear written description of the damage
- Minimum three (3) photographs: outer packaging as received, the full damaged item, and a close-up of the specific damage
Incomplete reports will not be processed until all required information is provided. The 3-day window still applies.
What Qualifies as Eligible Damage
Eligible for replacement assessment:
- Broken chain links that snap upon receipt (not from force or wear after delivery)
- Broken or cracked charms received in a damaged condition
- Defective clasps that fail on first use due to a production fault
- Rhinestones or decorative elements that detach upon receipt due to a manufacturing bonding fault
- Items structurally incomplete or fundamentally different from what was ordered
NOT eligible — no replacement or refund:
- Changes in appearance, colour, or shine from personal use or storage
- Tarnishing, discolouration, or oxidation from water, sweat, perfume, skincare, or chemicals
- Physical damage from dropping, bending, pulling, or impact after delivery
- Scratches or surface marks from normal wear
- Aesthetic dissatisfaction not related to a structural defect
- Damage from improper storage (tangling, compression, moisture)
- Mystery gift contents, regardless of condition
- Items worn, altered, or repaired by anyone other than Goldvion Jewellery Gifting
The Replacement Process
- ASSESSMENT: We will review your report and photographs and respond within 3–5 business days of receiving a complete submission.
- APPROVAL: If approved, we will email you our return address, packaging instructions, and confirmation of the intended replacement item (subject to stock availability).
- RETURN: Ship the damaged item back to us within 14 calendar days of our approval email. The customer bears the full cost of returning the item. Use a trackable courier service and retain your proof of postage. Goldvion Jewellery Gifting is not responsible for items lost in transit during the return.
- REPLACEMENT DISPATCH: Once received and verified, we will dispatch your replacement within 3–5 business days. Goldvion Jewellery Gifting bears the full shipping cost of the replacement.
If Replacement Stock Is Unavailable
If the exact item is out of stock, we will offer a replacement of the same category and equivalent value (e.g. a different charm of similar style and material). You will be informed of the alternative before dispatch. No cash refund will be issued under any circumstances, including when the original item is unavailable.
Unauthorised Returns
We do not accept any return not pre-approved via written email from Goldvion Jewellery Gifting. Parcels returned without prior approval will not be processed, will not be refunded, and WILL NOT be returned to the sender. Goldvion Jewellery Gifting accepts no responsibility for unauthorised returned items. Always contact us first at goldvionjewellery@gmail.com.
Contact
Email: goldvionjewellery@gmail.com | Instagram: @goldvion.jewellery (not monitored for order disputes — please use email)
WARRANTY POLICY
Goldvion Jewellery Gifting provides a 1-year limited warranty on manufacturing defects for the base jewellery piece and charm components in every order.
What the Warranty Covers
Coverage period: 1 year from the date of purchase. Covers manufacturing defects only:
- Chain links that break or snap due to a production fault (not from force or wear)
- Clasps that fail to function due to a manufacturing fault (not from normal wear)
- Charms that crack, break, or structurally fail due to a production defect
- Rhinestones or decorative elements that detach due to a manufacturing bonding fault
What the Warranty Does NOT Cover
| Cause of Damage | Covered? |
|---|---|
| Normal wear and tear | No |
| Exposure to water, sweat, or moisture | No |
| Exposure to perfume, skincare, or cleaning products | No |
| Tarnishing or discolouration over time | No |
| Scratches or surface marks from daily use | No |
| Physical damage from dropping, bending, or pulling | No |
| Damage from improper storage | No |
| Changes in appearance due to personal usage habits | No |
| Aesthetic dissatisfaction | No |
| Repairs or alterations by third parties | No |
| Mystery gifts (excluded in all circumstances) | No |
Jewellery Care Recommendations
To maintain quality and appearance:
- Remove jewellery before swimming, bathing, or exercising
- Avoid contact with perfume, hairspray, lotions, and cleaning agents
- Store in the provided packaging or a clean, dry jewellery pouch when not in use
- Avoid exposure to extreme heat or prolonged direct sunlight
- Clean gently with a soft, dry cloth only
Failure to follow these guidelines may affect the appearance and longevity of your piece and will not be covered under warranty.
How to Submit a Warranty Claim
Email goldvionjewellery@gmail.com with:
- Your order number and date of purchase
- A clear description of the defect
- A minimum of three (3) photographs clearly showing the defect
- A declaration that the item has not been altered, repaired, or modified by any third party
Assessment and Response
We will review your claim and respond within 5–7 business days of receiving a complete submission. We reserve the right to determine at our sole discretion whether the issue constitutes a covered manufacturing defect.
Warranty Resolution
If approved: we will replace the defective item with the same or a similar item of equivalent value, subject to stock availability. If the exact item is out of stock, an alternative charm or base piece will be offered. No cash refund will be provided under any circumstances.
Return shipping (defective item to us): borne by the customer.
Replacement shipping (to customer): borne by Goldvion Jewellery Gifting.
Return of Defective Items Under Warranty
Defective items must be returned within 14 calendar days of our approval email. Use a trackable courier service. Goldvion Jewellery Gifting is not responsible for items lost in transit during the return. Replacement is dispatched only after receipt and verification of the returned item.
Warranty Limitations
- Non-transferable — applies to the original purchaser only
- Void if the item has been repaired, altered, or tampered with by any party other than Goldvion Jewellery Gifting
- Maximum one (1) warranty claim per item during the warranty period
- Applies only to items purchased directly from the official Goldvion Jewellery Gifting website
Contact
Email: goldvionjewellery@gmail.com | Instagram: @goldvion.jewellery
CANCELLATION POLICY
Because Goldvion Jewellery Gifting products are personalised, made-to-order, and include mystery gift components, we operate a strict no-cancellation policy once an order has been confirmed and payment received.
Cancellations Are Not Permitted After Payment
Once you complete payment at checkout and receive your order confirmation email, your order is immediately locked for processing. We do not accept cancellation requests for any reason after payment is confirmed, including:
- Change of mind
- Accidental order or duplicate order
- Incorrect charm selection made by the customer
- Ordering the wrong tier
- Change in gift recipient or occasion
- Delay in deciding whether to proceed with the gift
This policy exists because our products are personalised at the point of ordering. Charm selections are prepared and packed specifically for each individual order. Once confirmed, the order cannot be reversed, reassigned, or paused.
Pre-Payment: How to Avoid Errors
You may abandon your cart or return to the previous page at any point before payment is completed without incurring any charge. Before confirming your purchase, please carefully review:
- Your selected charm(s)
- Your selected jewellery tier
- Your delivery address
- Your contact email and phone number
- The total amount payable, including shipping
Once you click “Place Order” and payment is processed, no changes can be made.
Cancellation by Goldvion Jewellery Gifting
Goldvion Jewellery Gifting reserves the right to cancel an order under the following circumstances:
| Reason | Resolution |
|---|---|
| Payment failure or suspected fraudulent transaction | Full refund to original payment method |
| Item permanently out of stock, no suitable replacement | Full refund to original payment method |
| Delivery address outside our serviceable area | Full refund to original payment method |
| Pricing error on the website | Full refund, customer notified |
| Force majeure or extraordinary circumstances | Full refund, customer notified |
If we cancel your order, you will be notified via email within 2 business days. Refunds will be processed within 7–14 business days, depending on your payment method and provider.
No Refunds for Customer-Initiated Cancellation Requests
If a customer requests a cancellation after payment has been confirmed, the request will not be entertained and no refund will be issued. Our Refund & Returns Policy applies in full.
Duplicate Orders
If you believe you have placed a duplicate order by mistake, please contact us IMMEDIATELY at goldvionjewellery@gmail.com with subject line “Duplicate Order” and both order numbers. We will review on a case-by-case basis at our sole discretion. We cannot guarantee a duplicate order can be cancelled or refunded once processing has begun.
Contact
Email: goldvionjewellery@gmail.com (for urgent order enquiries)
Instagram: @goldvion.jewellery (for non-urgent enquiries only)
Always include your order number in any communication relating to an order.