Terms of service

Welcome to Vinstella (vinstella.com / vinstella.com.my). We are thrilled to have you here.

These Terms & Conditions ("Terms") form a legally binding agreement between you ("you," "the customer") and Vinstella Official ("Vinstella," "we," "us," or "our"), a registered business in Malaysia. By browsing our website, creating an account, registering for our omnichannel loyalty program, or making a purchase—whether online or at any of our physical boutiques—you officially agree to play by these rules.

If you do not agree with any part of these Terms, please do not use our website or services.

1. Account Creation & Unified Profiles

To access our full suite of premium services, order tracking, and loyalty rewards, you may be asked to create a customer account.

Single Login Convenience: Your account provides a single unified login across our online store and physical retail locations.
Account Security: You are responsible for keeping your login credentials confidential. Any activity under your account is your responsibility.
Information Accuracy: You promise that all information provided to us is accurate and up to date.

2. Pricing, Specifications & System Errors

We make every effort to display our premium jewelry, materials, including anti-allergic rhodium-plated 925 silver, and stones as accurately as possible.

Errors & Glitches: While we strive for perfection, technical errors can happen. In the rare event that a product is listed at an incorrect price or with incorrect stock details due to a system glitch, Vinstella reserves the absolute right to cancel any orders placed for that item, even if the order has been paid for and processed. If this happens, we will notify you immediately and issue a full refund to your original payment method.
Product Availability: All product stocks are dynamically synced. If an item becomes out of stock during processing, we will contact you immediately to arrange an alternative or a refund.

3. Custom Engraving Services

Our custom engraving service is designed to add a personal touch to your best-selling couple rings and fine jewelry.

The Final Sale Rule: Because engraved pieces are custom-made specifically for you, they are strictly considered final sale. They cannot be returned, exchanged, or canceled once engraving work has commenced.
Character Limits & Content Guidelines: We reserve the right to reject and cancel any custom engraving requests that contain offensive language, hate speech, or intellectual property violations.

4. Payments & Installments

All transactions on our platform are processed securely using PCI-compliant, industry-standard checkout systems.

Payment Gateways: We partner with highly secure, reliable local payment gateways to process cards, FPX bank transfers, and digital wallets.
Installment Providers: If you choose to split your payments using buy-now-pay-later (BNPL) providers, your transaction is governed additionally by the terms of those individual services. Vinstella is not responsible for any application declines, limit calculations, or technical payment failures originating from third-party installment platforms.

5. Shipping & Store Pick-up

We want your precious sparkles to reach you safely, securely, and as quickly as possible.

Delivery Address Accuracy: We ship strictly to the shipping address you provide at checkout. It is your sole responsibility to ensure your details are complete and correct. Vinstella cannot be held liable for delayed, lost, or misrouted packages caused by incorrect or incomplete address inputs. Any re-routing or re-shipping fees incurred will be your responsibility.
Fulfillment Timelines: While we aim to pack and hand over standard packages to our third-party logistics partners as fast as possible, delivery timelines provided at checkout are estimates only.
Self-Pickup/Store Pickup: If you select the "Store Pickup" option at checkout, you must present your digital confirmation email and a valid ID at your chosen boutique. Items must be collected within 30 days. If you lose your digital receipt, finding your item in our POS system will take more time, and your collection experience may be delayed.

6. Exchanges & After-Sales Policy

Our jewelry is designed to shine for a lifetime, and we stand firmly behind our premium craftsmanship.

Exchange Eligibility: We offer a strict size-only exchange window of 7 days from your purchase date for boutique purchases, or from your confirmed delivery date for online orders. All sales are final; we do not offer cash or credit refunds.
Non-Exchangeable Items: To maintain strict hygiene and quality standards, pierced earrings, customized/engraved pieces, altered jewelry, and items missing their original packaging, tags, or authenticity certificates are strictly ineligible for returns or exchanges.
Limited Lifetime Warranty: Standard cleaning and polishing services are complimentary for authentic Vinstella pieces at all boutiques. Master craftsmen will not service or clean items from any other brand. Chains provided with pendants are considered complimentary gifts and are not covered under our lifetime warranty, but are eligible for a 1-to-1 swap if a defect occurs within 7 days of purchase.
Irreparable Trade-Ins: For items deemed irreparable by our craftsmen, we offer a 50% trade-in value credit. This 50% value is calculated strictly on the actual discounted selling price paid on your purchase receipt, not on the original retail value.

7. Brand Copyright, Intellectual Property & Trade Dress

All elements, visual layouts, and identifiers of the Vinstella digital storefront and retail boutiques are the exclusive, protected property of Vinstella.

Registered Trademarks & Brand Name: The "Vinstella" brand name, logo, signature wordmarks, and associated brand symbols are legally protected assets with active copyrights and trademarks applied for and registered under the Intellectual Property Corporation of Malaysia (MyIPO) and international copyright offices. Any unauthorized duplication, commercial exploitation, or misleading representation of the Vinstella brand identity is strictly prohibited.
Product Displays & Photography: The custom layout design grids, catalog navigation structures, product detail arrangements, high-definition product photography, lifestyle imagery, video assets, and creative copy displayed on our website are our exclusive intellectual property. Downloading, scraping, screenshotting, or mirroring our design assets to operate unauthorized digital catalogs, sales channels, or deceptive look-alike boutiques is strictly forbidden.
Typography & Styling Identity: Our website's design architecture, custom typography combinations, font pairings, graphical interfaces, customized icons, and color palettes form the distinct trade dress of the Vinstella experience. Mimicking our typographical layout style to recreate a look-alike store is a direct violation of our copyrights.

8. Limitation of Liability, Cyber Protection & Prohibited Uses

This section protects our digital storefront from malicious activity and details our legal boundaries.

Security & Vulnerabilities: While Vinstella is hosted on an enterprise-grade platform protected by multi-million dollar bank-level security networks, we do not warrant that our website will be completely immune to external cyber-attacks, server outages, bugs, or viruses.
Third-Party Content & Injected Links: In the highly unlikely event that a malicious actor bypasses external security frameworks to inject unauthorized redirects, advertising links, SEO spam, or third-party web content onto our domain, Vinstella strictly disclaims all liability for any damages, device viruses, or financial losses caused by clicking such links. If you detect any suspicious behavior, pop-ups, or spam on our site, please notify our customer care team immediately so our technical partners can address it.
Prohibited Abuse: You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful. You must not attempt to gain unauthorized access to our site, the server on which our site is stored, or any server, computer, or database connected to our site. Any such breaches constitute a criminal offense under the Computer Crimes Act 1997 of Malaysia and will be immediately escalated to the Royal Malaysia Police (PDRM) and the Malaysian Communications and Multimedia Commission (MCMC).

9. Anti-Harassment & Account Blacklisting

We believe in treating everyone with respect and kindness, and we expect our community to do the same.

Zero Tolerance for Abuse: Our Customer Care team and retail boutique staff are here to assist you warmly. We maintain a zero-tolerance policy for verbal abuse, profanity, threats of violence, defamation, or digital harassment.
Right to Ban: Vinstella reserves the absolute right to cancel active orders, void points balances, terminate customer accounts, and ban users from our omnichannel systems if a customer exhibits abusive behavior toward our staff or repeatedly attempts fraudulent activity.

10. Governing Law

These Terms and any transactional disputes arising from them are governed strictly by the Laws of Malaysia. Any legal proceedings, dispute resolutions, or arbitration will fall under the exclusive jurisdiction of the Courts of Malaysia.

11. Updates to Our Terms

Vinstella reserves the right to update or modify these Terms at any time to align with platform upgrades, operational shifts, or Malaysian legal requirements. Any updates will take effect immediately upon being posted to our website's footer. Your continued use of our web store after changes are posted constitutes your official acceptance of the updated Terms.

If you have any questions or need a hand understanding these terms, reach out to us at customercare@vinstella.com—we're always here to help!