Refund policy

Refund & Return Policy

Thank you for choosing Vola Jewelry. We take great pride in our artisanal craftsmanship and authentic natural materials. Please review our detailed return and refund terms below.

1. 14-Day Return Policy (Personal Preference)
We offer a 14-day return window. You have 14 days after receiving your order (based on the delivery tracking date) to request a return if you change your mind.
- Eligibility: Items must be in their original condition with all security tags intact and in the original jewelry gift box (trying on is permitted, provided there are no visible signs of wear or damage).
- Return Shipping: The customer is responsible for all return shipping costs, including any cross-border or international return postage, as all authorized returns are shipped back to our studio facility in China. Returns must be sent via a trackable carrier with a valid tracking number.
- Restocking Fee: No restocking fee ($0.00). We do not charge any restocking or handling fees. You will receive a full refund for the returned item once approved.

2. Quality Issues & Transit Damage: Free Replacement (No Return Required)
If you receive a genuinely defective piece, an item damaged during transit, or an incorrect order, you do NOT need to return the item:
- Please contact our customer support at support@volajewelry.com within 48 hours of delivery.
- Please provide your order number along with clear photo or video proof demonstrating the damage or defect.
- Once verified, our team will immediately dispatch a brand-new replacement to you completely free of charge (no return required, zero shipping cost to the customer).

3. Lost Packages & Delivery Disputes
If your tracking information indicates a delivery issue or the package is reported lost in transit, please contact us with official verification or documentation from the carrier (such as a case number or lost package confirmation). Once verified, we will gladly arrange a free replacement or resolution.

4. Natural Material Characteristics (Not Considered Defects)
Because Vola Jewelry uses genuine natural cultured freshwater pearls, authentic earth-mined stones, and silver, the following organic characteristics are inherent signatures of nature and are not manufacturing defects:
- Freshwater Pearl Characteristics: Authentic cultured freshwater pearls are cultivated organically in natural waters. Subtle surface pits, organic growth ridges, minor surface blemishes, and soft variations in shape or luster are natural hallmarks of real pearls and are not considered quality flaws.
- Natural Silver Oxidation: Silver naturally reacts with atmospheric elements over time, developing a soft vintage patina or darkening. This is an authentic property of silver, not a defect, and is easily restored with a polishing cloth.
- Natural Gemstones: Internal crystal veils, mineral inclusions, and natural color variations are organic signatures of genuine earth-mined stones.

5. Exclusions & Malicious Damage
The following conditions are strictly excluded from warranty, returns, replacements, or refunds:
- Intentional, artificial, or malicious damage, improper handling, or self-inflicted wear and tear.
- For hygiene and safety reasons, pierced earrings and ear cuffs are final sale once opened, unless genuinely defective upon arrival.
- Custom engraved pieces, gift cards, and final clearance items.

6. Refund Processing
Once your returned package is received, inspected, and approved at our facility, your full refund for the item will be processed back to your original payment method within 7–10 business days.

7. How to Start a Return
To request a return authorization and obtain designated return instructions, please email us at support@volajewelry.com or call us at +86 19989755199 with your order number. Packages returned without prior authorization will not be accepted. Please note that return shipments sent to our China studio facility are subject to standard international postage rates.
- Studio Address: Room 319, Lijing Ge, Fuli Garden, No. 1 Jinmao West Road, Jinmao Subdistrict, Longhua District, Haikou, Hainan, 570100, China
- Support Phone: +86 19989755199