RETURN & REFUND POLICY

Last Updated: October 26, 2025

At Vivid Reality LLC, we strive to ensure your complete satisfaction with our customizable jewelry. Please review our policy below regarding returns, exchanges, and our complimentary plating service.

1. 30-Day Return & Exchange Policy
We offer a 30-day return and exchange policy from the date of delivery. To be eligible for a return or exchange, your item must be in the same condition that you received it: unworn, unused, in its original packaging, and with all tags attached.

2. 1-Year Complimentary Re-Plating Service
We stand behind the quality of our pieces. To maintain the brilliance of your jewelry, we offer a One-Year Complimentary Re-Plating Service from the date of purchase on all eligible sterling silver and 18k gold plated items. This service covers the re-application of the plating layer to restore its original luster, addressing normal wear and tear.

  • How to Initiate: Please contact our customer service team to initiate a re-plating request. You will be responsible for shipping the item to us. After servicing, we will ship the refreshed piece back to you free of charge.

  • What’s Not Covered: This service does not cover damage due to accidents, misuse, loss of stones, or structural repairs.

3. Return Process: 3 Simple Steps
To ensure a smooth process, all returns and exchanges must follow these steps:

Step 1: Request a Return Authorization Code
Before sending anything back, you must contact us to request a Return Authorization (RA) code. Please reach out to our customer service team at support@vivid-reality.com with your order number and reason for the return/exchange.

Step 2: Ship Your Item
Once you receive your RA code:

  • Customer Responsibility: You are responsible for the cost and risk of shipping the returned item back to us. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • Packaging: Securely pack the item in its original packaging and include the RA code clearly visible on the outside of the package.

  • Ship To: Mail your return to the following address:
    Vivid Reality LLC
    14166 Applegate Ln, Chino Hills, CA 91709
    RA Code: [Your Code Will Be Provided]

Step 3: Inspection & Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund or exchange.

  • Approved Refunds: If approved, a 15% restocking fee will be deducted from your refund to cover the costs of processing, inspection, and repackaging the product for resale. The original shipping cost is also non-refundable.

    • *Example: For a $100 item with $10 shipping, the refund would be: $100 – $15 (restocking fee) = $85. The $10 shipping cost is not refunded.*

  • Exchanges: For exchanges of non-defective items, the restocking fee will be waived.

  • Refunds will be processed to your original method of payment within 5-10 business days after the return is approved.

4. Non-Returnable Items & Exceptions
Certain types of items cannot be returned for hygiene and customization reasons:

  • Customized or Personalized Items that are made specifically to your choices (e.g., items with specific charms, name engravings, or unique combinations) cannot be returned unless they are defective or damaged upon arrival.

  • The 15% restocking fee is waived for returns due to our error (e.g., you received a damaged, defective, or incorrect item).

5. Damaged or Defective Items
We check every order before shipping. However, if you receive a damaged, defective, or incorrect item, please contact us immediately at support@vivid-reality.com with photos and/or a description of the issue. We will gladly arrange a replacement and provide a prepaid return shipping label for the faulty item. No restocking fee will apply in these cases.

6. Sale Items
Only regular-priced items may be refunded (subject to the 15% restocking fee). Sale items cannot be refunded but may be exchanged for store credit.

7. Questions
If you have any questions about our return policy, please contact us at:
Email: service@vivid-reality.com