Refund policy
Return & Refund Policy
Last updated: October 28, 2026
We want you to be completely satisfied with your purchase from VIECLAT. If you are not satisfied for any reason, please review our refund and return policy below.
Size Confirmation
Before we start making your order, we will email you to confirm your sizes. Production begins once you confirm. If we don’t hear back within 2 business days, we will make your ring in the size you selected at checkout.
Returns Within 30 Days
You can return a piece within 30 days of delivery if you change your mind or the size doesn’t fit. To be eligible, the piece must be:
- Unworn, unaltered and undamaged,
- Returned in its original packaging, including the box and pouch
When we receive your return, we will inspect it. Once it is approved, you can choose:
- Full store credit for the amount you paid for the piece, with no fee. Store credit never expires and is a simple way to reorder in a different size.
- A refund to your original payment method, minus a 10% restocking fee.
Return shipping for these returns is paid by you. Please use a tracked shipping service. The piece is your responsibility until it reaches us. Pieces that arrive worn, damaged or altered cannot be accepted, and we will send them back to you at your cost.
Personalized and Custom Pieces
Personalized and custom pieces are final sale and cannot be returned or exchanged. This includes engraved pieces, custom stone choices and custom design requests. Choosing a standard karat, gold color or size from our product options does not make a piece personalized.
Defective or Incorrect Items
If your piece arrives with a manufacturing defect, or you receive the wrong item, contact us within 30 days of delivery with your order number and photos. We will send you a prepaid return label. After we inspect the piece, you can choose a full refund or a replacement made for you at no cost.
1-Year Warranty
Every VIECLAT piece is covered for 1 year from delivery against manufacturing defects, such as loose stones, broken solder joints or clasp failures. If a defect appears after the first 30 days and within 1 year, contact us with your order number and photos. We will cover the return shipping. Once we receive and inspect the piece and confirm the defect, we will issue store credit for the full amount you paid for it.
The warranty applies to the original purchaser and does not cover:
- Normal wear and tear
- Damage caused by accidents, misuse or improper care
- Loss or theft
- Pieces that have been resized, repaired or altered by another jeweler
Damaged or Lost in Transit
If you added Shipping Protection at checkout and your package is lost or arrives damaged, we will replace or refund your piece. Without Shipping Protection, we will help you file a claim with the carrier, but we cannot guarantee a replacement or refund. If your package arrives damaged, please keep all packaging and contact us within 48 hours of delivery.
Order Changes and Cancellations
- Before production starts: you can change or cancel your order free of charge. Production starts after you confirm your size.
- After production, before shipping: you can cancel for a refund minus a 10% restocking fee.
- After shipping: the return terms above apply.
You can update your shipping address any time before your order ships.
Fees That Are Not Refunded
Shipping Protection and express shipping fees are not refunded, unless the return is due to a defect or our error.
How to Start a Return
- Email us at info@vieclat.com with your order number and the reason for your return. For defects, include clear photos.
- We will reply within 1 to 2 business days with return instructions.
- Pack the piece in its original box and pouch, inside a shipping box (not an envelope).
Processing Time
We inspect returns within 5 to 7 business days of receiving them. We will email you once your store credit or refund is issued. Refunds to cards can take 5 to 10 business days to appear, depending on your bank.
Your Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection laws in your province, territory or state.
Contact Us
Questions about a return? Email us at info@vieclat.com.