Refund policy
Online Orders — Right of Withdrawal
As an EU customer, you have the right to withdraw from your online order within 14 days of receiving your parcel, without giving any reason.
To exercise this right, contact us at connect@qivibejewellery.com within 14 days of delivery. Items must be returned unworn, undamaged, and in their original packaging. The cost of return shipping is the responsibility of the customer.
Once we receive and inspect your return, we will refund the full purchase price within 14 days.
*Please note: that the standard 14-day return policy does not apply to custom-made, personalized, or bespoke jewelry pieces created specifically to your specifications or measurements. Once production has begun, these orders cannot be canceled, returned, or exchanged.
In-Person Purchases
Items purchased in person are non-refundable. We are happy to offer an exchange within 14 days of purchase, provided the item is unworn, undamaged, and accompanied by your digital receipt.
Faulty or Damaged Items
Every piece is mindfully handcrafted using natural stone beads and chips. Because nature makes every stone unique, slight variations in shape and color are a beautiful part of their story, not a defect.
What is covered: We offer a 2-year statutory warranty on any crafting flaws (like a faulty clasp or structural defect) that exist when you receive your jewelry. Within the first 12 months, if a structural issue arises, we will happily repair or replace the piece for you.
What is not covered: Natural stones and delicate threading are gentle by nature. This warranty does not cover normal wear and tear, tarnishing from perfume/water, or accidental damage (like catching a necklace on clothing or dropping a stone on a hard surface). Check our Care Guide to keep your pieces vibrant and safe.