Returns & Cancellations

Our Return Promise

We take care to inspect and securely pack our jewellery before dispatch.

If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under this policy, please contact our customer support team within the applicable return period.

Our team will review your request and guide you through the applicable return, replacement, or refund process.

Return Eligibility

A product may be eligible for return or replacement where:

• The product was received damaged or defective.
• The product received is different from the product ordered.
• An item is missing from the delivered order.
• The product qualifies under a return offer or policy applicable to the order.

To be eligible, the product should generally be unused, unworn, and returned in its original condition with the original packaging, tags, accessories, and other materials supplied with the order.

Products showing signs of wear, damage, alteration, misuse, or improper handling may not qualify for a return.

Non-Returnable Products

Certain products may not be eligible for return because of hygiene, product condition, customisation, or other legitimate business considerations.

Unless specifically stated otherwise, products that have been worn, altered, damaged after delivery, or returned without the required original packaging may not be accepted.

Products purchased as part of a special sale, clearance promotion, customised order, or promotional campaign may also have separate return conditions.

Any applicable product-specific return restriction will be communicated on the relevant product page or during the purchase process.

Damaged or Defective Products

We recommend checking your package and product carefully when you receive your order.

If your product arrives damaged or appears defective, please contact us as soon as possible after delivery.

To help us investigate the issue, we may request:

• Your order number
• Photographs of the product
• Photographs of the packaging
• A short unboxing or product video, where required
• A description of the issue

Please do not discard the original packaging until the issue has been reviewed by our customer support team.

Incorrect or Missing Items

If you receive an item that is different from what you ordered, or if an item appears to be missing from your package, please contact us promptly.

Please provide your order number and photographs of the received products and packaging where requested.

After verification, we may arrange a replacement, return, refund, or another appropriate resolution.

How to Request a Return

To request a return, replacement, or refund, contact our customer support team using the contact details provided at the bottom of this page.

Please include:

• Your full name
• Order number
• Registered email address or phone number
• Product name
• Reason for the return request
• Photographs or videos, where applicable

Our customer support team will review the request and provide further instructions where the return is eligible.

Return Inspection

Returned products may be inspected after they reach us.

The inspection may include checking the product's condition, packaging, tags, accessories, and other relevant materials.

If the returned product does not meet the applicable return conditions, the return or refund request may be declined.

If the product passes the applicable inspection, we will proceed with the approved replacement or refund process.

Return Shipping

Return shipping arrangements and charges may depend on the reason for the return and the applicable return conditions.

Where a return is approved because the product was damaged, defective, incorrect, or incomplete due to an issue attributable to us, we may arrange the return process as appropriate.

For other eligible returns, applicable return shipping charges may be borne by the customer, subject to the terms communicated at the time of approving the return.

Please do not send a product back without receiving return instructions from our customer support team.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests can generally be considered only before the order has been processed or shipped, where operationally possible.

Once an order has been shipped, cancellation may no longer be possible.

If an eligible cancellation is accepted after payment has been received, the applicable refund will be processed according to our refund procedure.

Refunds

Once a return or cancellation has been approved, the applicable refund will be initiated according to the nature of the transaction and the payment method used.

Refunds for prepaid orders will generally be processed through the applicable payment method, subject to the payment provider's processing timelines.

For Cash on Delivery orders, where a refund is approved, we may request appropriate bank account or other payment details to process the refund.

Shipping charges, convenience charges, or other non-refundable charges, where applicable, may not be included in the refund.

Refund Processing Time

Once a refund has been approved and initiated, the time required for the amount to appear in your account may depend on the payment gateway, bank, card issuer, or other financial institution.

VOTREND is not responsible for delays caused by third-party payment providers or banks after the refund has been successfully initiated.

Our customer support team can provide the available refund reference or transaction information where applicable.

Failed or Undelivered Orders

If an order cannot be delivered because of an incorrect or incomplete address, unavailable recipient, repeated delivery attempts, refusal to accept the package, or other circumstances attributable to the customer, additional delivery or return charges may apply where permitted.

If a shipment is returned to us by the courier, please contact our customer support team to discuss the available options.

Exceptions & Special Circumstances

Certain orders or products may be subject to additional or different return conditions, including customised products, promotional purchases, clearance items, or products for which specific conditions are displayed at the time of purchase.

Where a product-specific policy applies, that policy will take precedence for the relevant product to the extent permitted by applicable law.

Nothing in this policy is intended to restrict any consumer rights or protections that cannot lawfully be excluded or limited.