We hope you love every SILVIXO jewelry you receive. This return and refund policy sets out the terms for returns, exchanges and refunds for orders purchased on our Indonesia website.
Eligibility Period
You may submit a return request within 14 calendar days after you receive your parcel. Return requests submitted after this 14-day window will not be accepted. To apply for return, you must send an email to red@silvixo.com with your order number, clear photos of the item and packaging, and state the reason for return. Our team will review your application and send return instructions after approval.
Return Conditions
Items must be returned in original unused, unworn and undamaged condition, with all original packaging, tags and accessories intact. Products with scratches, stains, deformation caused by personal wear, damage from improper use, lost tags or missing original packaging cannot be accepted for return. Customized items are non-refundable and non-returnable.
Non-returnable Situations
– Jewelry damaged by customer’s improper use, collision, chemical corrosion, manual modification.
– Items marked as final sale on product page.
– Return requests without prior approval from our customer service team.
Return Shipping Cost
If the return is caused by our fault, such as wrong item shipped, defective product, obvious quality defect, we will bear the return shipping cost. If you return goods due to personal preference, size mismatch or change of mind, you need to bear all return shipping fees. The original shipping fee at checkout will not be refunded for non-quality related returns.
Refund Process
After we receive and inspect the returned goods and confirm the items meet return requirements, we will process your refund within 3–7 working days. The refund will be issued to your original payment account. The arrival time of the refund depends on the processing speed of your payment provider.
Partial Refund
For damaged items received, you can choose partial refund without returning the product. You need to provide clear photos or videos to prove the defect, and the refund amount will be determined by our customer service team after evaluation.