Refund policy

Returns
Our policy lasts 14 days. If 14 days have gone by since the date of delivery on your tracking number, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and returned in the same condition that you received it. It must also be returned in the original packaging.

Long production and/or shipping times are not a valid reason to request a return or refund as this is the nature of our business in designing custom pieces and long shipping times are often due to delays with local post offices.  This is explained in our Shipping Policy and Frequently Asked Questions.

All Digital Downloads (ie. ebooks) are final sale and not eligible for refunds under any circumstances.

All Gift Cards are final sale and not eligible for refunds under any circumstances.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the return address label on the package.  Please see Shipping section below.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days dependent upon your banking institution.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@veluxxe.com.

Sale items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded. This Includes Free + Shipping Items.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@veluxxe.com.

 

365 Day Extended Warranty

Our 356 Day Extended Warranty (if purchased on the date of your original order) covers the replacement of one (1) Custom Designed Pendant should it tarnish or fade.  The original item must be returned to us before a replacement can be sent out.  Valid for 365 days from purchase date. Warranty does not cover the replacement of chains, pendant only.  Warranty does not cover lost or stolen items.  The original product must be sent back to us for us to replace your product under the extended warranty.  The 365 Day Extended Warranty is non-refundable.

Please email us at support@veluxxe.com to redeem your extended warranty protection.  Please include your order number in the email subject line.  

Shipping
To initiate a return, you should send us an email at support@veluxxe.com.  Please explain why you are requesting a refund and we will notify you of where to send the items to be returned.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.