Refund policy
Return and Exchange Policy
At House of Velluxe, every piece is carefully inspected before shipment. Due to the personal nature of jewelry and the custom preparation required for many of our products, we maintain a limited return and exchange policy.
Eligible Returns
Eligible full-price, non-custom, in-stock products may be returned for a one-time exchange or House of Velluxe store credit when all of the following conditions are met:
1. The return request is submitted within seven calendar days after the carrier marks the package as delivered.
2. The product is completely unworn, unused, unaltered, and in its original condition.
3. All security tags, protective coverings, seals, labels, and stickers remain attached and undamaged.
4. The product is returned with its original jewelry box, certificates, accessories, promotional items, and packaging.
5. The product has not been engraved, resized, modified, repaired, or customized.
6. The return has been approved in writing by House of Velluxe before shipment.
Approved non-defective returns will be resolved through an exchange or House of Velluxe store credit.
House of Velluxe does not provide cash refunds for buyer’s remorse, personal preference, incorrect sizing selected by the customer, or a change of mind.
Only one exchange is permitted per order.
Final-Sale Products
The following products and charges are final sale and cannot be returned, refunded, exchanged, or converted into store credit:
• Custom pendants
• Custom chains, bracelets, rings, and other custom jewelry
• Personalized or engraved products
• Made-to-order products
• Products that have been resized, altered, or modified
• Sale, clearance, discounted, or promotional products
• Products purchased using a discount code
• Moissanite products specifically marked as final sale
• Earrings or other products restricted for hygiene reasons
• Gift cards
• CAD design fees
• Rendering fees
• Consultation fees
• Deposits
• Rush-production fees
• Shipping fees
• Individual pieces from a bundle or set
• Products marked “Final Sale”
Final-sale status does not remove coverage for verified manufacturing defects or damage that was present when the product was delivered.
Custom Orders
All custom jewelry is created specifically for the customer and is final sale.
Custom orders become non-cancellable and non-refundable once any of the following occurs:
• CAD or design work begins
• Materials are ordered
• Production begins
• The customer approves the design
• The customer approves the spelling, measurements, stone placement, metal color, chain length, bail size, or other product specifications
CAD, design, consultation, deposit, and production fees are non-refundable once the applicable work has begun.
Customer approval of a CAD, rendering, mockup, measurement, spelling, design, or specification constitutes authorization for House of Velluxe to manufacture the product accordingly.
Minor differences caused by screen displays, lighting, photography, handmade production, stone positioning, measurements, scale, or normal manufacturing tolerances are not considered defects.
Estimated custom-production timelines are not guaranteed and may change because of design revisions, material availability, manufacturing complexity, quality-control concerns, holidays, customs, or other circumstances outside the reasonable control of House of Velluxe.
A production delay does not automatically qualify an order for cancellation or refund.
Incorrect Size or Length
Customers are responsible for reviewing all size guides and selecting the correct:
• Chain length
• Chain width
• Bracelet length
• Ring size
• Pendant dimensions
• Bail size
• Metal color
• Product variation
Selecting an incorrect size, length, width, color, or variation is not considered a defect.
House of Velluxe may approve a size exchange for an eligible full-price, non-custom product when inventory is available. The customer will be responsible for return shipping, reshipping, resizing charges, and any difference in product price.
Custom, engraved, resized, altered, discounted, promotional, and made-to-order products cannot be exchanged because the customer selected an incorrect size or specification.
How to Request a Return or Exchange
Email mailto: support@houseofvelluxe.com within 48 hours of delivery.
The email must include:
• Customer’s full name
• Order number
• Product being returned
• Reason for the request
• Clear photographs of the product
• Photographs of the packaging
• Photographs showing that all tags, coverings, seals, and accessories remain intact
House of Velluxe may request additional photographs, videos, measurements, or documentation before approving the request.
Do not ship a product back without written authorization.
Unauthorized returns may be refused and returned to the customer at the customer’s expense.
After return authorization is issued, the customer must ship the package within five calendar days. Approval may expire if the package is not shipped within that period.
Return Shipping
Unless House of Velluxe confirms that the customer received an incorrect product or a product with a covered manufacturing defect:
• The customer is responsible for return-shipping costs.
• The customer must use a tracked and insured shipping service.
• Original and expedited shipping charges are non-refundable.
• International shipping, duties, taxes, tariffs, and customs charges are non-refundable.
• House of Velluxe is not responsible for returns that are lost, stolen, damaged, delayed, or misdirected before reaching our return facility.
A restocking and inspection fee of up to 15% may be deducted from store credit for approved non-defective returns.
Return Inspection
Receiving a returned package does not guarantee approval.
Every product will be inspected and may be compared against:
• Pre-shipment photographs
• Video recordings
• Product weight
• Product measurements
• Serial numbers
• Security tags
• Packaging records
• Quality-control documentation
A return may be denied if the product:
• Shows signs of wear
• Has scratches, residue, odors, tarnishing, discoloration, or damage
• Has missing stones
• Has been resized, modified, opened, repaired, or altered
• Is missing packaging or accessories
• Has a removed or damaged security tag
• Is different from the product originally shipped
• Was damaged because of improper packaging during return shipping
• Was returned outside the approved timeframe
Rejected merchandise may be returned to the customer at the customer’s expense.
Store Credit
Approved store credit:
• Is issued electronically
• Is valid only through House of Velluxe
• Has no cash value
• Cannot be transferred
• Cannot be redeemed for cash
• Cannot be used to purchase gift cards
• May be subject to applicable expiration rules disclosed when issued
Promotional Items and Bundles
If an order included a free gift or promotional product, the promotional product must also be returned in new condition.
If it is not returned, the retail value of the promotional product may be deducted from the customer’s store credit.
Bundles and sets must be returned in full. Individual pieces from a bundle cannot be returned separately.
Return Abuse and Fraud
House of Velluxe monitors return and claim activity.
We reserve the right to deny service, returns, exchanges, credits, warranty claims, or future purchases when we reasonably suspect:
• Excessive returns
• Empty-package returns
• Product substitution
• Counterfeit returns
• Wardrobing or temporary product use
• False damage claims
• Altered photographs or videos
• Reseller activity
• Chargeback abuse
• Fraudulent activity
• Violation of these policies
Nothing in this policy limits rights that cannot legally be waived under applicable law.