Return and Refund policy

HOW TO START A RETURN

At Veyana Jewellery, your satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.

To request a return, please contact our Customer Support team within 7 days of receiving your order by emailing support@veyanajewellery.com.

Please include the following information in your email:

  • Your Order Number
  • Full Name
  • Email Address used for the purchase
  • Reason for the return or exchange
  • Clear photos or videos of the item (required for damaged, defective, or incorrect items)

Once your request has been reviewed and approved, we will provide you with detailed return instructions. Please do not return any item without first contacting our support team, as unauthorized returns may not be accepted or processed.

Return Address

Veyana Jewellery
Flat/Rm C, 4/F, China Insurance Building
No. 48 Cameron Road
Tsim Sha Tsui, Kowloon
Hong Kong

RETURN ELIGIBILITY

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 7 days of receiving your order.
  • The item must be unused, unworn, and in its original condition.
  • All original packaging, gift boxes, pouches, tags, and accessories must be included.
  • The item must not show signs of wear, scratches, damage, or alteration.
  • Proof of purchase or your order confirmation is required.

For hygiene reasons, earrings cannot be returned or exchanged unless they arrive damaged, defective, or you received the wrong item.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Every order is carefully inspected before it leaves our warehouse. However, if your item arrives damaged, defective, or if you receive the wrong product, please contact us within 48 hours of delivery.

Please provide:

  • Your Order Number
  • Clear photos of the product
  • Photos of the shipping packaging (if damaged)
  • A brief explanation of the issue

Once we receive your claim, our team will carefully review the information. If approved, we may offer one of the following:

  • A replacement of the same item (subject to stock availability)
  • An exchange for the correct item
  • A full refund to your original payment method
  • Store credit, where applicable

Claims submitted more than 48 hours after delivery may not qualify for a replacement or refund.

EXCHANGES

We currently offer exchanges only if:

  • The item arrives damaged.
  • The item has a manufacturing defect.
  • You received the wrong product.

We do not offer exchanges for change of mind, incorrect product selection, sizing preferences, or normal wear and tear.

NON-RETURNABLE ITEMS

  • Earrings (unless damaged, defective, or incorrect)
  • Personalized or custom-made jewellery
  • Gift Cards
  • Final Sale or Clearance items
  • Products that have been worn, damaged, or altered after delivery

RETURN SHIPPING

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrectly shipped item.

We strongly recommend using a tracked and insured shipping service. Veyana Jewellery is not responsible for return packages that are lost, stolen, delayed, or damaged during transit.

Original shipping charges are non-refundable unless the return is the result of our error.

REFUNDS

After receiving your returned item, our team will inspect it to ensure it meets our return requirements.

If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.

If your returned item does not meet our return conditions, it may be sent back to you without a refund.

ORDER CANCELLATIONS

Orders may only be cancelled before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow our standard return procedure.

CONTACT US

If you have any questions regarding our Returns & Refund Policy, please contact us.

Email: support@veyanajewellery.com

Return Address:
Veyana Jewellery
Flat/Rm C, 4/F, China Insurance Building
No. 48 Cameron Road
Tsim Sha Tsui, Kowloon
Hong Kong

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