Return & Refund Policy

Last Updated: May 16, 2026
Effective Date: May 16, 2026

Thank you for shopping at Vivitrove. Because our products are mostly natural crystals and handmade accessories, please read this policy carefully before placing an order. By placing an order on our website, you acknowledge that you have read, understood, and agreed to all terms below.

1. Return Window

  • You have 20 calendar days from the date you receive your package (as shown by carrier tracking) to request a return.

  • Requests received after the 20th day will not be accepted.

  • Returns are only accepted for products that are unused, unwashed, unaltered, free of damage, and in resalable condition with all original packaging, tags, and accessories.

2. Return Conditions

  1. All original packaging, accessories, free gifts, and tags must be returned together with the product. If any item is missing, we reserve the right to reject the return.

  2. Return shipping costs (both ways) are borne by you, unless the return is due to our error (wrong item or manufacturing defect).

    • If your original order qualified for free shipping, and you return a non‑defective product, we will deduct the actual outbound shipping fee from your refund.

  3. The following items are not eligible for return:

    • Custom‑made products (e.g., engraved items, adjusted length, special threading);

    • Earrings (for hygiene reasons – once opened, they cannot be resold);

    • Any product that has been used, damaged, or altered after delivery.

3. Defective or Wrong Items

If you receive a product with a serious defect (e.g., broken chain, severely deformed metal, large bead loss) or the wrong item (different style/size/color), please contact us within 48 hours of delivery and provide:

  • Order number;

  • Description of the issue;

  • Clear photos or video (at least 2 images).

Once verified, we will cover the return/exchange shipping costs and arrange a replacement (same style & size) or a full refund.

4. What Are NOT Considered Defects (Normal Characteristics)

Because natural crystal products vary, the following are not considered defects and will not be accepted as grounds for return:

  1. Colour difference – Slight colour variation between product photos and actual item due to lighting or screen settings.

  2. Natural inclusions – Cracks, cotton wisps, pits, black spots, and other natural markings are unique to each crystal.

  3. Bead size variance – Bead diameter may vary by 0.1–0.8 mm between batches; manual measurement may have ±1 mm tolerance.

  4. Elastic thread ends – It is normal for the thread to slip out slightly; simply tuck it back into the beads.

  5. Minor metal scratches / soldering marks – Fine surface scratches or small weld points are normal for handcrafted metal parts.

  6. Slightly bent earring posts – Fine needle posts may bend easily; this is not a defect.

  7. Normal wear & tear – Oxidation or darkening of metal plating due to sweat, chemicals, or prolonged use is normal and not covered.

5. Non‑Acceptable Returns

We will refuse any return request in the following situations:

  • Return requested after the 20‑day window;

  • You fail to respond to our customer service for more than 5 days after your return request, or you do not ship the product back within the agreed timeframe;

  • The product, accessories, packaging, or free gifts are missing, or show signs of use, damage, or alteration;

  • Custom‑made products or earrings (any reason);

  • The product has been modified by a third party (e.g., changed clip, shortened chain);

  • You have an excessive number of returns for personal reasons – we reserve the right to suspend or permanently close your shopping account.

6. Return Procedure

  1. Contact us at vivitrove88@gmail.com with your order number, reason for return, and photos/videos.

  2. Receive authorisation – We will reply within 3 business days with a return address and an RMA number if your request is approved.

  3. Ship the product back – Use a trackable shipping method. We do not accept COD packages. You are responsible for return shipping costs (except for defective/wrong items).

  4. Inspection & processing – After we receive the return, we will inspect within 5 business days. If everything is in order, we will process a replacement or refund.

7. Refund Amount

  • Refund amount = the price you actually paid for the product (excluding original shipping charges, unless the return is due to our error).

  • Any discounts, coupon codes, store credits, or loyalty points used are non‑refundable (except for defective items).

  • If a free gift was included for reaching a spending threshold, and your return causes you to fall below that threshold, the gift must also be returned intact. If not returned, we will deduct the gift’s value from your refund.

8. Additional Terms

  • For the same order and same product, quality‑related replacement is limited to one time.

  • We reserve the right to amend this policy at any time. Material changes will be posted on this page or notified by email.

9. Contact Us

If you have any questions about returns or refunds, please reach out:

Email: vivitrove88@gmail.com
Website: https://shine.vivitrove.com/

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