Refund policy

At VividSterling, we want you to feel confident and satisfied with every jewelry purchase.

We understand that choosing jewelry is a personal experience, and we are committed to providing clear product information, attentive customer service, and a fair after-sales process.

Please review the following Return & Refund Policy before placing your order.

Get in Touch

For questions about your order, returns, refunds, or product quality, please contact our customer service team.

Email: service@vividsterling.com

We aim to respond to customer inquiries within 24–48 hours, including inquiries received on weekends and holidays.

Tips Before Buying

At VividSterling, we want you to have the best shopping experience possible.

Our collections primarily feature 925 sterling silver and gold-plated sterling silver jewelry, and we provide product descriptions, photographs, material details, and available measurements to help you make an informed purchase.

Before placing your order, please carefully review the product's material, dimensions, size, color, finish, and other specifications.

Please note that jewelry may appear slightly different depending on lighting conditions, photography, and screen settings.

If you have questions about sizing, materials, finishes, or product care, we encourage you to contact us before making your purchase.

Email: service@vividsterling.com

What Is Your Return Policy?

We accept eligible return requests made within 30 days of receiving your order, subject to the conditions below.

1. Return Eligibility

For returns requested due to personal preference, the jewelry must meet all of the following conditions:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned with its original packaging, protective materials, tags, and seals, where applicable.

  • The jewelry must not show signs of wear, scratches, damage, alteration, or improper handling.

  • All original accessories and components included with the product must be returned.

  • The return request must be submitted within 30 days of receiving the order.

For hygiene and product integrity reasons, jewelry that has been worn or used is generally not eligible for returns due to personal preference.

This restriction does not apply to verified manufacturing defects, incorrect items, or other circumstances where returns or remedies are required by applicable law.

2. Opened or Used Products

Opening or removing protective packaging may affect return eligibility if the jewelry has been worn, damaged, altered, or can no longer be returned in its original condition.

Items showing signs of use or wear generally cannot be returned for personal preference reasons.

However, customers may still request assistance for defective, damaged, or incorrectly supplied products.

3. Returns Due to Personal Preference

If you request a return for reasons unrelated to product quality or fulfillment errors, such as:

  • No longer wanting the item;

  • Ordering the wrong size;

  • Choosing the wrong color or style;

  • Finding the jewelry unsuitable for personal preference;

  • Changing your mind after purchase;

A return processing fee of 20% of the amount paid for the returned item(s), with a minimum fee of USD $15, will be deducted from the eligible refund, to the extent permitted by applicable law.

The fee will not exceed the eligible refundable amount.

The customer is also responsible for the return shipping cost.

These deductions do not apply to verified manufacturing defects, incorrect items, or other cases where the law requires a different remedy.

4. How to Request a Return

If you wish to return an eligible item, please contact us within 30 days of receiving your order.

Include the following information:

  1. Your order number;

  2. The name or SKU of the item;

  3. The reason for your return;

  4. Clear photographs showing the item's condition and original packaging.

Our customer service team will review your request and provide return instructions and the applicable return address once authorization is granted.

Please do not send any item back without receiving return authorization.

For buyer-initiated returns, customers are responsible for return shipping costs. We recommend using a trackable shipping service and retaining proof of shipment.

VividSterling is not responsible for unauthorized return shipments or return packages lost in transit where the customer is responsible for arranging the return, except where otherwise required by law.

5. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome of your return request.

Approved refunds will typically be issued to the original payment method within 10 business days after return inspection and approval.

Additional time may be required for the refund to appear in your account, depending on your bank or payment provider.

Please allow approximately 3–4 weeks for the overall return shipping, inspection, and refund process, depending on shipping arrangements and processing times.

For updates on your return, please contact service@vividsterling.com.

30-Day Return Policy Overview

Return Reason Customer Pays Return Shipping VividSterling Pays Return Shipping Photos Required Exchange Available
Dislike / Unsuitable Yes No May Be Required Subject to Approval
Change of Size / Style / Color Yes No May Be Required Subject to Approval
Incorrect Item Shipped No Yes Yes Yes
Manufacturing Defect No Yes Yes Yes
Accidental Damage / Misuse Yes, if a return is separately authorized No May Be Required Not Guaranteed

For personal preference returns, the 20% processing fee (minimum $15) applies as described above.

All returns and exchanges remain subject to eligibility requirements and applicable consumer protection laws.

What If an Item Is Defective or Damaged?

At VividSterling, we take product quality seriously.

If your jewelry arrives damaged, has a manufacturing defect, or contains missing or incorrect components, please contact us within 30 days of receiving your order.

Please provide:

  1. Your order number and product name or SKU;

  2. A brief description of the issue;

  3. Clear photographs or a short video showing the defect, damage, or missing component.

Examples of possible manufacturing defects may include:

  • A broken clasp or fastening mechanism upon arrival;

  • A loose or missing decorative component upon delivery;

  • Structural damage not caused by improper handling;

  • A product that materially differs from its stated material specifications;

  • Other confirmed defects in workmanship or manufacturing.

After reviewing and verifying the issue, we will offer an appropriate resolution, which may include:

  • Replacement of the affected component, where available;

  • Replacement of the jewelry item;

  • Exchange for another suitable product, subject to agreement;

  • A partial or full refund, where appropriate.

For confirmed manufacturing defects or fulfillment errors, VividSterling will cover reasonable authorized return shipping costs when a return is necessary.

Nothing in this policy limits any additional rights or remedies available under applicable consumer protection laws.

Sterling Silver and Gold-Plated Jewelry Care

Our jewelry collections primarily feature 925 sterling silver and gold-plated sterling silver.

Because these materials have distinct characteristics, understanding proper jewelry care can help maintain their appearance over time.

925 Sterling Silver

Sterling silver may naturally tarnish or darken when exposed to air, moisture, chemicals, or other environmental conditions.

Natural tarnishing does not automatically indicate a manufacturing defect and may often be reduced through appropriate silver care and cleaning.

Gold-Plated Sterling Silver

Gold-plated sterling silver consists of a sterling silver base covered with a layer of gold plating.

With regular use, friction, moisture, exposure to chemicals, and other environmental factors, the gold-plated surface may gradually fade or wear.

Gradual plating wear resulting from normal use is generally considered normal wear and tear rather than a manufacturing defect.

However, premature deterioration or unusual damage may be reviewed individually to determine whether a product defect is present.

Recommended Care

To help preserve your jewelry:

  • Avoid prolonged contact with perfume, lotions, cosmetics, and harsh chemicals.

  • Remove jewelry before swimming, bathing, or exercising.

  • Store jewelry in a clean, dry place when not in use.

  • Avoid excessive friction, impact, and abrasive cleaning methods.

  • Follow the product-specific care instructions where provided.

Normal wear and tear, accidental damage, improper storage, misuse, or damage caused by inappropriate cleaning generally does not qualify for a free replacement or refund.

However, these exclusions do not apply to verified defects or rights protected by applicable law.

Unsuccessful Delivery

1. Customs Delays or Clearance Issues

For shipments that require customs clearance, customers may need to provide additional information or complete customs procedures depending on the destination country's requirements.

If your parcel is held by customs, please contact the relevant customs authority or shipping carrier for further information.

Our customer service team can assist by providing available shipping documents, such as a commercial invoice, where appropriate.

Responsibility for customs charges, clearance procedures, and related issues is subject to our Shipping Policy and applicable law.

2. Tracking Information Has Not Updated

If your tracking information has not updated for an extended period, we recommend contacting the local shipping carrier for additional information.

You may also contact our customer service team.

We will assist by checking with our shipping partners to investigate the shipment status and help identify an appropriate resolution.

Delivery Issues

1. Incorrect Address Provided by the Customer

Customers are responsible for providing accurate and complete shipping information at checkout.

If delivery fails because of an incorrect or incomplete address supplied by the customer, additional shipping charges or other reasonable costs may apply.

VividSterling cannot guarantee reimbursement for losses directly resulting from incorrect information supplied by the customer, subject to applicable law.

Please contact us as soon as possible if you notice an address error.

2. Incorrect Address Caused by Our Error

If your package is shipped to an incorrect address due to an error made by VividSterling, we will investigate and provide an appropriate resolution.

This may include reshipping the order at no additional cost or issuing a refund.

3. Package Lost During Transit

If your package is lost during shipping, please contact both the delivery carrier and our customer service team.

We will work with the shipping provider to investigate the issue.

Depending on the circumstances and investigation results, we will arrange an appropriate resolution, which may include replacement or refund.

Please contact us promptly if you experience a delivery issue. We request that delivery-related concerns be reported within 30 days of the expected delivery date where possible.

What If I Want to Cancel My Order?

We understand that you may occasionally need to change your mind after placing an order.

1. Cancellation Requests

If you wish to cancel your order, please contact us at service@vividsterling.com within 24 hours of placing your order.

If the order has not yet entered processing or been shipped, we will attempt to cancel it without a cancellation fee.

2. Orders Already Being Processed

Orders may be processed shortly after purchase.

Although we will do our best to accommodate your request, cancellation cannot be guaranteed once processing has begun.

3. Orders Already Shipped

Once an order has been shipped, it generally cannot be canceled.

If you no longer wish to keep the item, you may request a return after delivery in accordance with our Return & Refund Policy.

4. Cancellation Refunds

If your cancellation is approved and payment has already been collected, the refund will be issued to your original payment method.

Refunds for canceled orders typically appear within 3–7 business days, depending on your bank or payment provider.

What If I Receive the Wrong Product?

If you believe that you have received an incorrect item, please contact us within 30 days of receiving your order.

Please include:

  1. Your order number;

  2. A photograph of the shipping label on the package;

  3. Clear photographs showing the jewelry item received;

  4. A photograph of the product label, SKU, or packaging information, if available;

  5. A brief explanation of how the received item differs from your order.

Once the issue is verified, we will arrange an appropriate resolution, such as sending the correct product or issuing a refund.

Where a return is required because of our fulfillment error, VividSterling will cover reasonable authorized return shipping costs.

How to Return an Item

Step 1: Contact Customer Service

Before returning any jewelry, please email our customer service team at:

service@vividsterling.com

Provide your order number, the item you wish to return, and the reason for your request.

Our team aims to respond within 24–48 hours to review your request and provide assistance.

Step 2: Receive Return Authorization

Once your return request has been reviewed and approved, we will provide the applicable return address and shipping instructions.

Please do not send items to any address without prior authorization, as unauthorized returns may not be accepted or processed.

Step 3: Prepare Your Jewelry

Carefully package the jewelry to protect it during transit.

Include all original accessories, packaging, and components required under the return conditions.

Step 4: Ship Your Return

Send your return using the approved instructions.

For returns due to personal preference, the customer is responsible for return shipping costs.

For confirmed product defects or fulfillment errors, VividSterling will arrange or cover reasonable return shipping costs when required.

Step 5: Inspection and Refund

After receiving your return, we will inspect the product and confirm whether it meets the applicable return requirements.

Approved refunds will typically be issued to your original payment method within 10 business days following inspection and approval.

Contact Information

If you have any questions about returns, exchanges, refunds, product materials, or order issues, please contact us:

VividSterling

Website: www.vividsterling.com

Email: service@vividsterling.com

Customer Service: Monday–Saturday, 5:00 PM – 7:00 AM Pacific Time

Response Time: Typically within 24–48 hours.

We appreciate your trust in VividSterling and look forward to helping you enjoy your jewelry with confidence.