Refund policy

Return Policy

At Vyla Carat, we want you to be completely captivated by the sparkle, cut, and craftsmanship of your fine jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high intrinsic value of precious metals, gemological certification verification, and personal hygiene standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The ring, necklace, bracelet, or pendant must be completely unworn, unaltered, unresized, and in its original, brand-new condition.
  • Security Ribbon & Tamper Seal Integrity: Pieces are fitted with a tamper-evident security ribbon tag or sealed hygiene packaging. If this security tag has been cut, untied, removed, or re-attached, the item is strictly ineligible for return or refund.
  • Earrings Hygiene Exclusion: In accordance with Australian public health and sanitary standards, pierced earrings cannot be returned for change of mind once the sterile blister hygiene seal has been opened or broken.
  • Precious metal bands and prongs must show zero hairline scratches, scuffs, resizing bench marks, metal polishing residues, or stone loosening from impact.
  • All accompanying GRA/IGI certification cards, diamond authenticity warranty documents, illuminated presentation boxes, velvet travel pouches, and microfiber polishing cloths must remain fully intact and included inside the return parcel.
  • Custom engraved pieces or made-to-order bespoke ring sizes outside our standard catalogue are strictly non-returnable for change of mind under Australian Consumer Law.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to high insurance values, you must use a trackable shipping service requiring a signature upon delivery and purchase adequate transit insurance, as Vyla Carat cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@vylacarat.shop within 30 days of delivery. Please include your order number, jewelry model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return vault address, an RMA number, and specialized secure repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a ring size, gold color, or delivery address), contact us immediately at support@vylacarat.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our bench preparation and fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated secure vault facility, our gemologists will inspect each item under magnification and testing equipment to verify compliance with our return conditions (intact security tags, stone authenticity matching grading reports, pristine polish, and complete original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@vylacarat.shop for further assistance.