14-Day Product Warranty
Every Velvear piece should arrive beautifully finished and made as intended. That’s why eligible products include 14 days of warranty support from the date of delivery.
If something does not seem right because of a manufacturing or workmanship issue, simply contact us and we’ll review it with you.
How Our 14-Day Warranty Helps
Our warranty is designed to support you if your Velvear piece has an eligible issue related to manufacturing, assembly, or production.
This may include:
- A clasp, connector, chain, or other component that is defective or breaks during normal use.
- A component becoming detached because of an assembly or manufacturing issue.
- A noticeable defect in the product’s construction or finish that was already present when you received it.
- A product that arrives damaged or has been produced incorrectly.
- Engraving, printing, or personalization that does not match the confirmed order.
- Other issues found to have resulted from manufacturing or workmanship.
If your warranty request is approved, we may offer a repair, replacement, or another suitable solution, depending on the nature of the issue and what is most appropriate for your piece.
When the Warranty May Not Apply
Our 14-day warranty is intended for manufacturing and workmanship issues rather than damage or changes that happen through everyday use or external causes.
For example, the warranty may not apply to:
- Normal wear and tear that develops through regular use.
- Scratches, dents, marks, discoloration, or other cosmetic changes caused by use.
- Accidental damage such as dropping, impact, crushing, bending, pulling, or snagging.
- Damage caused by unsuitable handling, storage, cleaning, or use.
- Damage caused by perfume, cosmetics, chemicals, cleaning products, or other external substances.
- Damage following repairs, resizing, alterations, or modifications carried out by someone other than Velvear.
- Products or components that are lost or stolen after delivery.
- Damage caused by not following reasonable care instructions.
- Changes in personal preference, such as wanting a different size, color, design, or personalization after the order has been confirmed.
- Personalization details that were produced according to information or files provided and approved by the customer.
If you are unsure whether an issue may be covered, you are always welcome to contact us and we can review it with you.
Personalized Products
Personalized Velvear pieces are covered for eligible manufacturing and workmanship issues in the same way as our other products.
For photo or image personalization, the final result can depend on the quality and suitability of the image provided.
For example, a blurry, low-resolution, heavily cropped, very dark, or otherwise unsuitable source image can affect the final result even when the product has been produced correctly according to the submitted file.
For the best result, we recommend uploading the clearest image available.
Because personalized details are created especially for you, we also recommend taking a moment to check names, dates, spelling, images, and other personalization details carefully before confirming your order.
If Something Isn’t Right
If you believe your product may have an issue covered by our warranty, please contact us within 14 days from the date your order was delivered.
To help us review the issue quickly, please include:
- Your order number or proof of purchase.
- Clear photographs or videos showing the issue.
- A short description of what happened.
Please keep the product while we review your request.
In some cases, we may ask for additional photographs, information, or, where necessary, for the product to be returned so we can inspect it properly.
How We Review Your Request
Every warranty request is reviewed individually and with the details of the specific order in mind.
We may look at the condition of the product, the information you provide, and how the issue appears to have occurred so we can understand whether it is related to manufacturing, normal wear, accidental damage, product care, or another cause.
If the issue is covered, we will determine the most suitable solution based on the circumstances of the case.
Our aim is to handle warranty requests fairly, clearly, and as smoothly as possible.
This warranty does not limit any rights you may have under applicable consumer protection laws.
Need Help?
If you have a question about your warranty or something does not seem right with your Velvear piece, please contact us through our Contact Us page.
When contacting us about an existing order, including your order number will help us assist you more quickly.
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Business and policy contact
Velvear
Jakarta, Indonesia