Our commitment to you extends beyond delivery. We offer the following services to ensure you have a pleasant and hassle-free shopping experience.

30-day returns and exchanges | 90-day resize | Free shipping in the US and Canada | 1-year free warranty

If you are not satisfied with your purchase, simply contact us within 30 days to return or exchange it. For all issues, you can email service@aureliavive.com. Please note that our return and exchange policy timeline starts from the time you pick up your purchase.

Cancellations & Returns

We offer a 30-day return and refund service.

Note: Each of our products is 100% handmade, and we will treat each product with care and ensure that it is accurate. All of our items are made to order, which means that we only produce after you place an order, and there will be corresponding procurement and production costs when we start production. If you exceed our free cancellation period, we will charge 30% of the order amount as restocking fee and craftsmanship fee.

1. 1 Cancel order within 48 hours:

Within 48 hours of your purchase, we will confirm the order and initiate production. If you request a refund during this period, you will receive a full refund.

1. 2 Cancel order after 48 hours:

We will start production 48 hours after your purchase. Therefore, if you request a refund after 48 hours, we will deduct 30% of the order amount (Rush Order and Shipping Fees can be refunded) as restocking fee and craftsmanship fee.

1. 3 Cancel orders that have been shipped or you have received:

If you apply for a return due to non-quality issues, we will deduct 30% of the order amount (Rush Order and Shipping Fees cannot be refunded). After we receive the items and check that they are correct, we will complete the refund process within 7 business days; if you apply for a return due to quality issues, please provide evidence within 3 days of receiving the items and email us. We will help you with the warranty service. If you still want to return and refund, we will assist you.

Note:

Quality issues include:

1. Major defects in the product metal and craftsmanship, such as broken prongs, broken ring bands, or stones falling out.
2. Significant differences between the actual product and the ordered item.

Non-quality issues include:

1. Personal preferences, such as not liking the product, not liking the stone pattern or color, not liking the gemstone shape, or not liking the actual product.
2. Damage to the product caused by violence or chemicals.
3. Inconsistent patterns of special stones, or the product looking larger or smaller than you thought, are not considered quality issues.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

1. Orders that do not meet the return conditions:

(1) Customized products:

Customized products include: engraving, custom designs, custom accent stones, and any other customization services except for those listed on the product details page, as well as any modifications made to the product details based on your personalized needs.

(2) Special materials/stones:

Solid 950 Platinum and black gold products do not accept returns, and salt and pepper diamond and lab grown diamond do not accept returns or exchanges.

(3) Quality issues caused by human factors.

(4) Orders outside of the United States and Canada.

(5) Orders that have undergone repairs.

Return process: If you have not received the product, we will directly refund it; if you have received the product, please contact customer service, and we will provide the return address. After you return the product and send us the tracking number, we will check the product and refund it within 7 business days.

Exchanges

We offer a 30-day exchange service.

Exchanges before receiving the product:

1. Before receiving the product, we can provide free services such as resizing, adding engraving, and replacing the center stone with the same size and price.
2. If you need to change the ring/product material, we will charge an additional $100 per time.
3. If you need to upgrade the size of the center stone, in addition to paying the difference in price for the upgraded center stone, we will also charge an additional $100 per time as a service fee;
4. If you need to change to a different simple style design for the ring/product, we will charge an additional $200 per time; (for complex design changes, please contact customer service for quote)

Exchanges after receiving the product:

1. If you need to exchange the product due to product quality problems, we will help you solve the problem unconditionally without any cost to you, but please be sure to contact us within three days after receiving the product.
2. If you need to exchange the product for personal reasons, you need to pay an additional 30% fee (this fee does not include the cost of any modifications you need to make).

Exchange process: You need to pay the exchange fee first, and then return the product to us. Once we receive the returned item, we will begin making the product for you.

Warranty

We offer a 1-year free warranty service.

We provide a one-year warranty from the date of product delivery. Our warranty includes: All repairs for quality problems(The stone fell out, broken claws, loose stones, etc.) within 1 year of purchase. Non-quality issues are not covered by our warranty.

Common jewelry issues not covered by our warranty:

1. The discoloration of precious metals caused by chemicals, make-up, immersion in pools and hot tubs, or bathing.
2. Theft or loss of the stone or ring.
3. Damage due to wear such as worn or bent prongs or the resulting loss of gemstones. Please note that all fine jewelry can be affected by normal wear, activities, or trauma. This is especially true for rings, since hands are actively used and subject to daily pressure. Precious metals, especially prongs, wear down over time and may require restoration work as part of normal maintenance.
4. Problems caused by any repairs, modifications or other services performed by persons other than aureliavive or authorized agencies. Coverage also excludes damage or loss caused by a failure to obtain the repairs required to preserve the integrity of the jewelry.
5. Dents, nicks, and scratches due to wear and tear are inevitable and are not considered defects.
6. All metals will tarnish over time, but the rate of tarnishing will increase if they come into contact with substances such as perfumes, salt air, sulfur, skin lotions, hairsprays, chlorine, and acidic skin pH. The degree of tarnishing (oxidation) depends on your skin and jewelry care habits. Tarnishing due to the above reasons is not covered by this warranty.
7. Minor irregularities and variations in craftsmanship or natural characteristics or internal inclusions in colored gemstones are unique to each item. These features are considered part of their beauty and are what make each piece of jewelry unique, and should not be regarded as defects.
8. The 3-year and 5-year warranty refers to the 1-year warranty service.

Resizing

We offer a 90-day free resize service.

We recommend that you measure your ring size accurately before purchasing. Most of our rings can only be enlarged or reduced by approximately 1 ring size (that is to say we can only size up 1 size the most or size down 1 size). Otherwise, resizing more than one size will hurt the ring's durability. The diamonds on the ring band may be more prone to falling out in the future.

If the ring size needs to be resized to more than 1 ring size, we suggest having the ring remade, and the cost of remaking the ring is 30% of the original price.

If you ordered the wrong ring size, we recommend resize at a local jewelry store to fit your ring size. Most of our rings are easy to resize for a skilled jeweler. If you cannot solve it locally, please feel free to contact us.

Which rings cannot be resized?

1. Rings with full pave settings.
2. 950 platinum Rings .
3. Rings that need to be resized by more than 1 ring size.

*All items must be returned to their original condition without any signs of wear and tear, marks and scratches, or have any kind of damage. If not, we reserve the right to refuse the return.