Refund policy

Return Policy

At Vyla Carat, we want you to be completely captivated by the sparkle, setting, and craftsmanship of your fine jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high value of precious metals, gemological verification protocols, and personal wear standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The ring, necklace, bracelet, or earrings must be completely unworn, unaltered, unscratched, and in their original, brand-new condition.
  • Security Ribbon & Tamper Seal Integrity: Most Vyla Carat pieces are fitted with a tamper-evident plastic ribbon security tag or sealed hygiene packaging. If this tag or seal has been cut, unfastened, removed, or re-attached, the item is strictly ineligible for return or refund.
  • Metals and stones must be 100% free from hairline scratches, lotion residue, body oils, skin dander, or perfume scents. We cannot accept items that have been resized, polished, or modified by a third-party jeweler.
  • All original luxury velvet presentation boxes, certificates of authenticity (gemological grading cards), microfiber polishing cloths, and outer gift packaging must remain fully intact and included inside the return parcel.
  • Non-Returnable Items: Custom-engraved jewelry, custom stone settings, or bespoke ring bands manufactured to personalized specifications are non-refundable for change of mind.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the valuable nature of precious metals and gemstones, you must use a trackable shipping service requiring a signature upon delivery and purchase adequate transit insurance. Vyla Carat cannot guarantee receipt of returned items without tracking and signature proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@vylacarat.store within 30 days of delivery. Please include your order number, jewelry model, and reason for return.
  2. Our team will review your request and provide you with an authorized return vault address, an RMA number, and specialized insured packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a ring size, gold vermeil color, or delivery address), contact us immediately at support@vylacarat.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our vault preparation or stone-setting atelier and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated gemological inspection facility, our gemologists will examine each piece under microscopic magnification to verify compliance with our return conditions (intact security tags, pristine unblemished metals, matching gemstone serials, unbent prongs, and full grading documentation). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@vylacarat.store for further assistance.