Refund policy

Return and refund policy

At Vierra, we are proud to create jewelry with a message, designed to last for a long time. If something is wrong with your order, our support team will be happy to help resolve the issue.

Please review the return and refund policy below before applying.

30-day return period

We accept return requests within 30 days from the date of delivery.

To make a refund possible:

  • The product must be unused, unworn, and in its original packaging

  • The product must be in a condition that can be resold

  • Proof of purchase (order number or receipt) must be provided

To start the return procedure, please contact our support team and provide:

  • Order number

  • Product(s) you would like to return

  • Reason for return

  • Product pictures (if damaged or defective)

Providing the appropriate documentation allows us to process and approve your application more quickly.

Returns sent without prior approval may not be accepted.

Non-Returnable Products

As many of our products are made specifically for you, the following products are non-refundable unless they are defective:

  • Personalized jewelry (engraving, names, initials, birthstones)

  • Custom-made products

  • Products with signs of use or damage after delivery

  • Products returned without original packaging

If your customization product arrives damaged or incorrect, we will be happy to replace it.

Exchanges

We offer a 30-day exchange option for eligible products.

To get another product, the fastest option is:

  1. Obtaining a Return Authorization

  2. Sending back the original product

  3. Placing a new order after confirming your return

Refunds

Once we have received and inspected your returned product, we will inform you of the decision.

If the return is approved:

  • The refund will be issued to the original payment method.

  • Processing may take 5–10 business days, depending on the bank.

If the product does not meet the return conditions, we may refuse the return or offer a partial refund.

For low-value products, we may decide to issue a refund without having to send the product back.

Damaged or defective products

If your order arrives damaged, defective, or not in accordance with your order, please contact us within 7 days of delivery.

The application must include:

  • Order number

  • Problem description

  • Clear photos or video showing the problem

This information is necessary to verify the application.

Depending on the situation, we can offer:

  • Product replacement

  • Full Refund

  • Partial refund

Minor cosmetic defects that do not affect the use of the product may only be eligible for a partial refund.

Errors in the order

If we ship the wrong product, color or size, or if the product is missing from your order, we will correct the error by sending you a replacement or making a refund after verification.

Delivery issues

If there is a problem with the delivery, we will help you solve it.

Possible solutions include reshipment or refunds, such as in situations such as:

  • Lost parcel in transit

  • No tracking updates for an extended period of time

  • Significant delivery delays

If the status of your shipment indicates "delivered", we may not be able to make a return.

Customers are responsible for providing the correct address details when placing an order. Orders returned due to an incorrect address or refusal of collection may incur additional reshipment charges.

Delays caused by customs controls, import regulations, natural events, or other circumstances beyond our control are not eligible for compensation.

Return Shipping Cost

Unless the return is due to a defective product or our error, the cost of return shipping is borne by the customer.

We recommend using the trackable shipping method, as without a tracking number, we cannot guarantee that you will receive your returned product.

2-year quality warranty

All Vierra jewelry comes with a 2-year quality guarantee from the date of purchase.

If the jewelry is damaged or there is a manufacturing defect during normal use, we will replace the product free of charge, including covering the shipping cost.

To file a complaint, you need to provide:

  • Order number

  • Product Pictures

  • Problem description

The warranty covers only manufacturing defects.

It does not include:

  • Accidental damage

  • Improper storage

  • Lost or stolen

  • Natural wear and tear (e.g. minor scratches)

Chargebacks and fraud protection

To protect yourself from fraud and unauthorized chargebacks:

  • All refund requests must follow the procedure described in this policy

  • Customers may be asked for additional documentation

  • Submitting false claims may result in a refusal of return and restriction of future purchases

Contact

To start a return or claim, please contact us:

support@vierra-atelier.pl

Our team will try to help you as soon as possible.