Refund policy

Vangolden will not accept returned products without prior communication, outside the stipulated deadlines, or without the required documentation specified below.

Exchanges, returns, or refunds will only be processed after a technical inspection to verify the product's condition.

We do not accept exchanges or returns for products showing signs of wear, use, damage, or modifications/adjustments made by third parties.

Custom & Made-to-Order Jewelry

For custom-made jewelry, exclusive designs, and personalized pieces, a 50% upfront payment is required at the time of the order.

Customized or made-to-measure jewelry is not eligible for standard returns or exchanges, as these pieces are crafted exclusively for the customer. In the event of a cancellation, the 50% deposit is non-refundable, as it covers production and customization costs.

Note: Personalized or custom-made products are those created exclusively according to your specifications (e.g., engravings, design modifications, gemstone or color adjustments, structural changes), rendering them unsuitable for resale.

Standard Returns (Catalog Items)

You may request a return for catalog items (provided they have not been modified or customized) within 7 calendar days after receiving the product. The item must be unworn and returned with all original components (packaging, certificate of authenticity, and accessories).

• Shipping Costs: After your return request is opened, you must ship the item back within 7 days. If this deadline is missed, the cost of a new shipping label will be charged to the customer.

Exchanges (Catalog Items)

• Conditions: Exchanges are only authorized if the product is unworn, in its original packaging, and includes the warranty certificate. Custom-made jewelry or pieces that have been modified or adjusted cannot be exchanged.

• Request Deadline: You have 7 calendar days from receipt to request an exchange. Once requested, the item must be shipped back within 7 days. If this timeframe is exceeded, the cost of a new shipping label will apply.

• Approval & Store Credit: Upon receiving the product, our team has up to 7 business days to conduct a technical evaluation. Once the exchange is approved, you will receive store credit for the full value of the product, allowing you to choose a new item on our website.

Manufacturing Defects

If your product has a manufacturing defect, you have up to 90 calendar days after receipt to request an exchange or repair. You will need to send photos and videos for preliminary analysis. If the defect is confirmed, the repair or exchange will be done at no additional cost.

Ring Resizing & Adjustments

Free adjustments are subject to the technical feasibility of the piece. Rings with inner engravings or full-circle gemstones (such as eternity bands) may not be resizable. In such cases, the Vangolden team will contact you to discuss alternatives.

• First Adjustment: We offer one free ring resizing within 12 months of receiving the piece, with free shipping included.

• Subsequent or Late Adjustments: If the 12-month period has passed or if it is not your first adjustment, an additional fee will apply based on a custom quote, plus round-trip shipping costs.

• Turnaround Time: Our team will perform the adjustment within 10 business days after receiving the piece and will ship it back to you at no additional cost.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved.

The refund processing time begins after the technical evaluation and approval of the returned item. Once approved, the refund will be issued according to your original payment method:

• Credit Card: The full refund will appear on your statement within 1 to 2 billing cycles from the date Vangolden requests the chargeback. The exact timing depends on your credit card issuer.

• PIX / Bank Transfer: Refunded within 5 to 14 business days after approval.

If more than 14 business days have passed since your return was approved, please contact us at contato@vangolden.com.br.