Please note all returns and exchanges from Canada Post to our warehouse may be delayed. Due to the mandatory changes from Covid-19, the operations of our shipping partners, as well as your national post, may be staggered due to the procedures and precautions that have been put in place in order to ensure the safety of all employees and recipients.We are very sorry about this, and we will notify you via email once we have processed your request.
RETURN & EXCHANGE POLICY.
REGULAR PRICED AND SALES MERCHANDISE
We are happy to accept any return or exchange on regular priced items up to 7 days after being delivered. Unfortunately returns will not be accepted once the 7 day timeframe has passed noted on the order tracking confirmation. We will honour extensions on eligible items if the request is made before the 7 days have expired. Unfortunately there are no exceptions for refunds passed the 7 days period.
Products marked down in price are final sale items and not eligible for return (these products are marked down with their reduced price in red). Please note that full-priced items purchased using discount codes or during a site-wide sale period are not considered final sale.
Pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety.
RETURN AND EXCHANGE DETAILS
Please allow up to 14 business days from the time you mail the return or exchange for our team to receive it and process the request. Refunds for returns or new product exchanges will be provided once the item has been received and inspected. Failure to provide the item back in its original Vitaly branded packaging will result in a repackaging fee of $6. Customers returning items for a refund will not be refunded the original shipping cost or any applicable customs duties/taxes as the case may be. Returns submitted for refunds will be subject to a restocking and handling fee. For all accessory returns and exchanges, items must be unscratched, unscuffed, and otherwise undamaged.
We aim to fulfill all customer requests regarding exchanges, unfortunately we are not able to hold any items in inventory. All exchanges are subject to available inventory at the time of return. If your requested item, size or colour is not in stock or has been discontinued, a credit code for the value paid will be issued or refund where applicable.
Processing your request is easy. Please visit https://returns.vitalydesign.ca/
You will need to have your order number and postal code ready to begin.
Eligible refunds will be processed back to the original payment method within 3-5 business days of the product being inspected and approved at our warehouse. In the event the payment method and/or card used to place the order is no longer active or available, we will provide a credit code for the value paid. We are not able to provide refunds to any other account, other than the original one used to place the order.
Exchanges and warranty replacements will be issued using standard shipping services. Options for paid upgraded express return service, will not be eligible on requests using our online portal.
We stand behind the quality of our jewelry with a Limited Lifetime Warranty — our guarantee that upon receiving the product, every jewelry item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Vitaly retailer and subject to applicable laws. However, the warranty will immediately become void if the product is purchased from an unauthorized retailer. To inquire if your jewelry is covered under this warranty, contact firstname.lastname@example.org with your name, address, order number, photo or video and a detailed description of the issue at hand. Finally, write “Jewelry Warranty Claim” in the subject of the email. Warranty claims must be accompanied by an acceptable proof of purchase from an authorized Vitaly retailer and are subject to approval.
Note that you will be expected to pay 50% of the original cost of the item for replacements in the following cases, even during the warranty term: failure or damage caused by improper use or carelessness (knicks, dents, crushing, etc.), failure or damage caused by unjustifiable repair or modification, aesthetic changes that occur from normal wear and tear, aging (minor scratches, etc.) and alteration of the colour such as subtle colour changes to the plating, etc. and failure or damage caused by fire or water, or a natural disaster such as an earthquake. In the event your item required for warranty has been discontinued or sold out, a credit code will be offered for the value paid on original purchase, to be used towards a new replacement purchase of another item and subject to approval. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent.