At Viona Collections, we take pride in the quality and craftsmanship of our gold-plated, anti-tarnish jewellery. We want you to absolutely love your purchase! However, if you are not entirely satisfied, we are here to help with a straightforward return and exchange process.

Refund Policy, Return Policy, and Cancellation Policy

Last Updated: July 1, 2026

This policy outlines how you can cancel or seek a refund for a product or service that you have purchased through the Platform.

1. Cancellation Policy

• Timeframes and Eligibility: Cancellations will only be considered if the request is made 48 hours or 2 days of placing the order.
• Exceptions: Cancellation requests may not be entertained if the orders have been communicated to such sellers / merchant(s) listed on the Platform and they have initiated the process of shipping them, or the product is out for delivery. In such an event, you may choose to reject the product at the doorstep.
• Non-Cancellable Items: Viona Collections does not accept cancellation requests for perishable items this also applies to bespoke or customized jewellery orders. However, the refund / replacement can be made if the user establishes that the quality of the product delivered is not good.

2. Return and Exchange Policy

We offer refund / exchange within first 2 days from the date of your purchase. If 2 days have passed since your purchase, you will not be offered a return, exchange or refund of any kind.

• Eligibility Criteria: In order to become eligible for a return or an exchange, (i) the purchased item should be unused and in the same condition as you received it, (ii) the item must have original packaging, (iii) if the item that you purchased on a sale, then the item may not be eligible for a return/exchange.
• Mandatory Unboxing Video Procedure: To protect against fraudulent claims and maintain our quality standards, a clear, uncut, and continuous unboxing video is mandatory for all return or exchange requests regarding damaged, defective, or missing items. The video must begin by showing the original sealed packaging being opened and clearly capture the defect or issue in real-time. Requests without a valid unboxing video will be rejected.
• Defective or Damaged Replacements: Further, only such items are replaced by us (based on an exchange request), if such items are found defective or damaged. In case of receipt of damaged or defective items, please report to our customer service team. The request would be entertained once the seller/ merchant listed on the Platform, has checked and determined the same at its own end. This should be reported within 2 days of receipt of products.
• Expectation Discrepancies: In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 2 days of receiving the product. The customer service team after looking into your complaint will take an appropriate decision.
• Non-Returnable Categories: You agree that there may be a certain category of products/items that are exempted from returns or refunds. Such categories of the products would be identified to you at the item of purchase. For hygiene and safety reasons, earrings and ear-cuffs are strictly exempted from returns or exchanges unless they arrive physically damaged and are supported by an unboxing video.

3. Refund Policy and Processing

• Inspection and Approval: For exchange / return accepted request(s) (as applicable), once your returned product / item is received and inspected by us, we will send you an email to notify you about receipt of the returned / exchanged product. Further. If the same has been approved after the quality check at our end, your request (i.e. return/exchange) will be processed in accordance with our policies.
• Refund Timeframes: In case of any refunds approved by Viona Collections, it will take 6 days for the refund to be processed to you.
• Shipping Costs Deduction: Original shipping costs levied by the seller or Platform Owner are non-refundable. If an order shipped under a “Free Shipping” promotion is returned, a standard reverse-pickup and handling fee may be deducted from the final refund amount.

Contact Information for Support

For any return, refund, or cancellation inquiries, please reach out to us through the following channels:

Legal Entity Name: Viona Collections

Registered Address: Manacaud, Trivandrum, Kerala, India

Email: support@vionacollections.in