Returns and Refund Policy

Every Velnorae purchase is selected with care. Because of the personal nature and value of jewelry and gemstones, all purchases are final sale except where an item arrives damaged, defective, incorrect or materially different from its description, or where a return, cancellation or refund is required by applicable law.

Change-of-Mind Returns

We do not accept returns or exchanges because of a change of mind, personal preference, ordering the wrong size or finding a similar item at a different price.

Please review all photographs, measurements, gemstone information, sizing details and product descriptions carefully before placing an order. Contact us before purchasing if you need clarification.

Damaged, Defective or Incorrect Items

Inspect your order promptly after delivery. If you believe an item arrived damaged, defective, incorrect or materially different from its description, contact hsholidngs@gmail.com as soon as possible, preferably within seven days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs or video of the item

• Photographs of the packaging and shipping label when relevant

Do not return an item without receiving return instructions from Velnorae.

Once the claim is reviewed, we may offer an appropriate repair, replacement, store credit or refund, depending on the circumstances and applicable law. Velnorae will cover reasonable return-shipping costs for an approved claim involving an error or qualifying defect attributable to us.

Custom and Personalized Jewelry

Custom-made, resized, engraved, altered and personalized pieces are final sale once design work, sourcing or production has begun, except where the item is defective, damaged, incorrect or subject to a mandatory legal right.

Design deposits and consultation payments are non-refundable once the applicable consultation, sourcing or design work has begun. Any additional cancellation terms will be disclosed before the custom project is approved.

Loose Gemstones

Loose gemstones are final sale unless they arrive damaged, are incorrectly supplied or materially differ from the disclosed specifications.

Any gemstone submitted for return must remain in its original condition and must not have been set, altered, polished, recut, treated, damaged or exchanged.

Items Not Eligible for a Defect Claim

Normal wear, accidental damage, improper storage, exposure to chemicals, unauthorized repairs, misuse and damage occurring after delivery are not considered original defects.

Natural variations, inclusions and minor colour differences may occur in gemstones. These characteristics are not defects when they were visible, described or consistent with the item’s disclosed nature.

Order Cancellations

Contact us immediately if you need to request a cancellation. We will try to assist, but cancellation cannot be guaranteed after fulfillment, gemstone sourcing, resizing, design or production has begun.

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded.