Elniviti

Return & Refund Policy

This Return & Refund Policy governs all after-sales return, exchange and full/partial refund applications for ELNIVITI fashion jewelry purchased on our official Indonesian website, establishing unified standards for eligible returns, return window limits, product condition requirements, return shipping cost allocation, refund processing timeline and rejected return scenarios, aligned with Indonesian consumer protection laws for cross-border retail commodities. All jewelry items including necklaces, earrings, brooches, bracelets, ear cuffs and brand packaged accessories follow identical return rules unless separately marked as non-refundable limited-edition goods on the product detail page.

1. Eligible Return & Refund Valid Time Window

  1. Standard Return Application Period: Customers may submit a formal return request email to [email protected] within 30 calendar days counted from the date the courier confirms successful parcel delivery to your Indonesian address. Return applications sent after the 30-day cutoff will be automatically denied with no exceptions.
  2. Defective Product Extended Window: If you receive jewelry with factory manufacturing defects (gemstone falling off, metal plating peeling, broken chain links, bent earring posts, incorrect item shipped mismatching your order), you may file a defect return application up to 45 calendar days post delivery, provided you attach clear photo evidence of the product damage in your request email.
  3. Holiday Order Extension Rule: Orders delivered within 7 days prior to Indonesian national long holidays will receive an automatic 7-day extension of the standard 30-day return window to account for customer travel schedules during holiday periods.

2. Eligible Conditions for Acceptable Return Goods

To qualify for a full refund or exchange, all returned ELNIVITI jewelry must meet every one of the following condition standards; goods failing any requirement will be rejected for return with partial refund deduction applied:

  1. Complete Original Packaging Requirement: Returned items must be sent back with all original brand packaging intact, including ELNIVITI logo printed gift box, anti-tarnish storage pouch, product instruction card, foam protective insert and original outer shipping carton. Missing packaging accessories will incur a packaging depreciation deduction of IDR 40,000 per order.
  2. Unworn & Undamaged Product State: Jewelry pieces cannot show signs of daily wear including surface scratches on metal frames, tarnish caused by skin sweat or chemical contact, lost attached stones, bent hardware, discolored pearls, broken earring clasps or stretched necklace chains. Products may only be tried on briefly without exposure to perfume, lotion, water or cosmetic products.
  3. Complete Product Set Return: Orders containing multi-piece sets (layered necklace stacks, matching earring pairs, bracelet & pendant combinations) must return every single component of the set together; partial single-item returns of bundled sets are not permitted.
  4. Attached Original Tags Retention: All factory paper or plastic brand tags fixed to jewelry must remain intact and unremoved; goods with cut-off or lost tags will be classified as used merchandise and ineligible for full refund.

3. Return Shipping Cost Responsibility Allocation

We split return logistics fees based on the root cause of your return application, with clear division of liability as follows:

  1. ELNIVITI-Borne Return Shipping (Free Customer Return): If the return reason is attributable to our brand side: manufacturing product defects, wrong jewelry item shipped, missing accessories in parcel, damaged goods during initial delivery transit, we will provide a pre-paid domestic Indonesian courier return label free of charge. No out-of-pocket logistics fees need to be paid by the customer for sending goods back to our designated return warehouse.
  2. Customer-Borne Return Shipping Fee: For voluntary personal reason returns (customer dislikes the jewelry style, mismatches personal dressing style, incorrect size selected at checkout, impulsive purchase regret with no product quality issues), the full cost of return domestic shipping and cross-border warehouse re-stocking handling fee (fixed IDR 30,000) shall be fully covered by the customer. The return logistics fee will be automatically deducted from your final refund amount after we receive and inspect the returned goods.
  3. Remote Area Return Surcharge: If your original delivery address is classified as a remote Indonesian archipelago region with extra delivery surcharge during initial shipment, the corresponding remote area return surcharge will also be deducted from your refund for voluntary personal returns.

4. Exchange Service Rules (Alternative to Refund)

Instead of requesting a monetary refund, customers within the valid return window may apply for an exchange for different ELNIVITI jewelry styles under the following regulations:

  1. Equal Value Exchange: If the new exchanged jewelry item has an identical listed price as your original purchased goods, no additional payment is required from the customer; brand-side shipping defects qualify for free exchange outbound delivery fees.
  2. Price Difference Exchange: When exchanging for higher-priced jewelry, the customer must pay the price gap between the new item and original order before we dispatch the replacement goods. Exchanging for lower-priced products will result in the price difference being refunded to your original payment account after warehouse receipt of returned old jewelry.
  3. Exchange Shipment Timeline: After our warehouse inspects and confirms acceptable condition of your returned goods, replacement jewelry will be processed and shipped within 2–4 working days, following the standard shipping delivery timeframe stated in our Shipping Policy. Only one single exchange application is permitted per original order; secondary exchanges for the same order will not be supported.

5. Refund Processing Timeline & Payment Route

  1. Warehouse Inspection Period: After our designated Indonesian return warehouse receives your sent-back jewelry parcel, our quality control team will complete product condition inspection within 3–5 working days to verify compliance with return eligibility standards.
  2. Refund Initiation Period: Once inspection approves your return application, we will submit the refund transfer request to your original payment channel within 2 working days post inspection completion.
  3. Refund Arrival Reference Time: The actual arrival time of refund funds is controlled by the provider of the payment method used for the order, not ELNIVITI’s processing speed. Contact [email protected] with your order reference if you need to check a refund’s status.
  4. Refund Payment Route Rule: Refunds are arranged through the payment method used for the original jewelry order where that method supports refunds. We do not send refunds to an unrelated third-party recipient.

6. Non-Returnable & Non-Refundable Circumstances

The following categories of jewelry and orders are permanently excluded from return, exchange or refund eligibility with no exceptions, fully compliant with Indonesian consumer trade regulations:

  1. Clear signs of heavy personal wear, damaged jewelry caused by customer improper storage (immersion in water, contact with cosmetics/chemicals, accidental drops causing breakage, self-repair attempts altering product structure).
  2. Lost, missing or incomplete core jewelry items (single earring lost from pair, broken pendant without return, bracelet missing main decorative stone).
  3. Custom personalized engraved jewelry, limited-edition seasonal exclusive collection pieces clearly marked “Final Sale Non-Refundable” on the product page before checkout.
  4. Return applications submitted exceeding the 30-day standard return window without valid factory manufacturing defect photo evidence for the 45-day extended defect period.
  5. Customer-initiated parcel refusal during initial delivery without contacting our after-sales team to report verifiable product damage defects.
  6. Wholesale bulk batch orders for commercial resale purposes; this return policy only applies to individual retail end-consumer single orders.