Terms & Conditions / After-Sales Service / Warranty
Lifetime Limited Warranty/Service
At Vinstella, we offer complimentary jewellery cleaning and polishing services for items purchased, ensuring your pieces always shine with brilliance and beauty.
Exchanges
We hope you are thrilled with your purchase. However, we’re here to assist you if you encounter any issues. You may exchange your item(s) within 7 days of purchase (in-store) or 7 days from receiving your order (online). Follow the steps below for a smooth exchange process.
Please note that goods sold are not refundable.
Exchange Process
- Email us at customercare@vinstella.com within 7 days of purchase (in-store)/ 7 days of receiving (website).
- Include the following details in your email.
- The issue you are experiencing with the item
- Proof of purchase.
After receiving your email, we will respond within 7 business days with further instructions.
- Mail Exchanges: You can mail the product to our HQ within 7 days of our reply. Please note that customers are responsible for all courier charges.
- In-store exchanges: Alternatively, you may visit your nearest retail outlet to complete the in-person exchange. (Please get in touch with our representative for instructions)
Not exchangeable products*
- Engraved items.
- Free of Charge (F.O.C) items.
- Promotional Items
Repairs
We hope you’re delighted with your purchase. However, if you experience any issues, we’re here to assist with repairs at any time. Follow the steps below for a smooth and efficient repair process.
Repair Process:
- Contact Us:
- Email us at customercare@vinstella.com
- Or approach our sales representative at any Vinstella Outlet.
- Provide Details:
- In your email, please include:
- A description of the issue with your item.
- Proof of purchase.
- In your email, please include:
Once we receive your email, we will respond within 7 business days with further instructions.
- By Mail: You can send your item to our HQ within 7 days of our reply. Please note that customers are responsible for all shipping costs.
- In-store: Alternatively, you can bring your item to your nearest Vinstella outlet. Please get in touch with the store ahead of time for specific instructions.
Note: Repairing will typically take 45-60 days.
Other Terms & Conditions
- Any broken chain or necklace is eligible for a one-time exchange if reported within 7 days of purchase. Claims made after 7 days will not be accepted.
- A valid receipt must be provided as proof of purchase before any exchanges can be processed.
- Services such as replating and repair typically take 45 to 60 days from receiving the item.
- Serviced items will be held for collection for up to 1 month. After this period, unclaimed items will be disposed of.
- We DO NOT offer cash refunds
- Vinstella Jewellery Sdn Bhd reserves the right to decline jewellery/items that cannot be repaired.
- Vinstella Jewellery Sdn Bhd reserves the right to amend the terms and conditions without prior notice.