Refund policy

Returns & Refunds Policy

SilviQ Returns & Refunds Policy

SilviQ is a brand operated by Casa Jewels Co. Ltd. (trading as SilviQ). This policy explains when returns, exchanges, and refunds are accepted.

Change of mind returns

We accept change of mind returns for eligible items within 7 days of delivery, provided that:

the item is unused, unworn, and in original condition
all packaging (box/pouch) is included
the item shows no signs of wear, resizing, alteration, or damage

Return shipping costs for change of mind returns are paid by the customer unless required otherwise by law.

Made to Order / Custom items

Made to Order, resized, personalised, or custom-made items are not eligible for change of mind returns (as they are made specifically for you).

If there is a manufacturing fault or we sent the wrong item, we will of course assist (see “Faults and issues” below).

Exchanges

Where eligible, we may offer exchanges subject to stock availability. If an exchanged item has a different price, we will arrange payment/refund of the difference.

Faults and issues

Please inspect your order upon delivery. If your item is faulty, damaged, or incorrect, contact us within 48 hours with:

your order number
clear photos/videos of the issue
a brief description

If a fault is confirmed, we will offer a remedy in line with applicable consumer protections (repair, replacement, or refund as appropriate).

How to lodge a return

Email us at silviqjewelry@gmail.com with your order number and reason for return.
We will confirm eligibility and provide return instructions.
Securely package the item and send it using a trackable method.

Returns sent without prior approval may be refused.

Refunds

If approved, refunds are processed back to the original payment method within 5 business days after we receive and inspect the returned item. Bank processing times may vary.