RETURN POLICY

Last updated June 1st, 2024
 
This return and exchange policy for Onae Holdings LLC (doing business as Onae Global and Voselli) (“we“, “us“, or “our“) outlines the procedures and guidelines for returning and exchanging products purchased through our online platform. By using our Service, you (“you“) agree to the terms and conditions set forth in this Return and Exchange Policy. Our policy is designed to ensure a seamless and satisfactory experience for our customers, maintaining the high standard of our products and services.
 
1. Introduction to Our Return Policy
 
Welcome to Voselli, where we pride ourselves on offering an exquisite selection of jewelry. We recognize that purchasing these items is not just a transaction, but a meaningful investment. Our return policy is crafted to provide you with assurance and satisfaction for every purchase you make with us.
 
1.1 Our Commitment to Your Satisfaction
 
Your satisfaction is our top priority at Voselli. We are dedicated to offering high-quality and expertly crafted jewelry. However, if a piece doesn’t quite match your expectations or needs, our return policy is in place to ensure a smooth and accommodating experience for returns and exchanges.
 
1.2 Understanding the Return Window
 
We offer a thoughtful 14-day return window from the date of delivery. This period allows you to thoroughly evaluate and appreciate your purchase, ensuring that the item you chose is perfect in style, fit, and comfort. We encourage you to use this time to make a well-informed decision about keeping your purchase.
 
1.3 Conditions for Product Returns
 
To uphold our standards and ensure customer safety, returned items must adhere to specific conditions:
  • Unworn and Undamaged: Items should be in their original condition, without any signs of wear or damage.
  • Original Packaging: All returns should include the original packaging, along with any certificates, warranties, and accompanying materials.
 
1.4 Special Considerations for Jewelry
 
Jewelry are unique, and their returns involve specific considerations:
  • Quality Inspection: Returned pieces undergo a thorough inspection to verify their authenticity and condition.
  • Custom and Personalized Pieces: Custom-made or personalized items are tailored for individual preferences, thus are not eligible for returns.
 
1.5 Transparency and Communication
 
Our policy is designed to be transparent and easily understandable. We encourage you to read through these guidelines and contact us with any questions or concerns. Understanding and adhering to this policy ensures a seamless return process for all our customers.
 
1.6 Policy Updates
 
As we strive to enhance our services, our return policy may undergo updates. We will inform you of any significant changes through our website and email communications. Keeping up-to-date with our policy ensures that you are always aware of our current practices.
 
Choosing Voselli for your jewelry and watch needs reflects your trust in our quality and service. Our return policy is a reflection of our commitment to your satisfaction and a testament to providing a seamless shopping experience. Should you have any inquiries or need assistance regarding our return policy, our customer service team is readily available to assist you.
 
2. Eligibility Criteria for Returns
 
At Voselli, we aim to make the return process as straightforward as possible while ensuring the integrity of our products. This section details the eligibility criteria for returns, helping you understand which items can be returned and under what conditions.
 
2.1 Time Frame for Returns
 
The first aspect of determining eligibility for a return is the time frame. Customers have a 14-day window from the date of delivery to initiate a return. This period provides sufficient time for you to assess the item and decide if it meets your needs and expectations. Please note, return requests made after this 14-day period will not be eligible.
 
2.2 Condition of the Product
 
For a product to be eligible for return, it must meet the following conditions:
  • Unworn and Undamaged: The item must be in the same condition that you received it. It should show no signs of wear, alterations, or damage. As we deal with delicate items, any minor alteration or damage can significantly reduce their value and appeal.
  • Complete with Original Packaging: Returns must include all original packaging, such as boxes, warranty cards, and any other materials that came with the product. Incomplete returns may not be eligible for a refund.
 
2.3 Product Types and Return Eligibility
 
While we endeavor to accommodate returns for most of our products, there are certain types of items that are exempt from being returned:
  • Customized and Personalized Items: Products that have been customized or personalized to your specifications cannot be returned. These items are made to order and tailored specifically to individual preferences.
  • Limited Editions and Special Collections: Limited edition pieces and items from special collections may have unique return restrictions, which will be clearly communicated at the time of purchase.
 
2.4 Non-Returnable Items
 
There are specific categories of items that are not eligible for return under any circumstances. These include:
  • Items on Sale: Products purchased on sale or with a discount are final and cannot be returned.
  • Gift Cards: Gift cards are not returnable or refundable once purchased.
 
2.5 Documentation and Proof of Purchase
 
For a return to be processed, proper documentation and proof of purchase are required. This includes the original receipt or proof of purchase. Without this documentation, the return process may be delayed or deemed ineligible.
 
Our eligibility criteria for returns are designed to ensure fairness and maintain the high quality of our products. We encourage you to review these conditions carefully before making a return request. If you have any questions or need clarification about the eligibility of your product for return, our customer service team is always here to assist you. Understanding these criteria is essential for a smooth and efficient return experience.
 
3. Return Process
 

At Voselli, we aim to provide a return process that is as seamless and hassle-free as your shopping experience. This section outlines the steps you need to

follow to return a product. We have designed this process to be straightforward, ensuring that your return experience is as satisfactory as your purchasing experience.

 
3.1 Initiating a Return
 
To begin the return process, please follow these steps:
  1. Contact Customer Service: Reach out to our customer service team via email, phone, or through our website. Provide your order number and a brief explanation of the reason for the return. This initial contact is crucial for us to understand your needs and assist you accordingly.
  2. Receive Return Authorization: After your return request is reviewed, we will issue a Return Authorization (RA) number. This number is important for tracking your return and ensuring efficient processing.
  3. Prepare the Item for Return: Securely package the item in its original packaging, including all documents, certificates, and any additional materials that were included in the original shipment. Clearly label the package with the RA number provided.
 
3.2 Shipping the Return
 
Once your return is authorized, please ship the item back to us following these guidelines:
  1. Select a Shipping Carrier: Choose a reliable shipping carrier with tracking and insurance options. We recommend using a service that provides a tracking number to ensure the safe and traceable delivery of your return.
  2. Ship the Item: Address the package to the return address provided by our customer service team. It’s crucial to ship the item within a specified timeframe – usually within a week of receiving the RA number – to ensure timely processing of your return.
  3. Share Tracking Details: Once shipped, share the tracking number with our customer service team. This allows us to monitor the return’s progress and prepare for its arrival.
 
3.3 Return Inspection and Processing
 
Upon receiving your return, our team will conduct a thorough inspection of the item. This process includes:
  • Verification of Condition: We will inspect the item to ensure it is in its original, unworn condition and includes all original packaging and materials.
  • Authentication: For jewelry, a crucial step is the authentication process to confirm the item’s integrity and originality.
 
Once the inspection is complete, and the item meets our return criteria, we will proceed with the refund or exchange as per your preference.
 
3.4 Refund or Exchange
 
After the return inspection is satisfactorily completed, we will process your refund or exchange:
  • Refund: If you opt for a refund, we will initiate the refund to your original payment method. Please allow a certain number of business days for the refund to reflect in your account.
  • Exchange: If you prefer an exchange, our customer service team will guide you through the selection of a new item and will adjust any price differences accordingly.
 
We understand that returning a product can be a sensitive and sometimes necessary part of your shopping experience. At Voselli, we are committed to making this process as smooth and transparent as possible. If you have any questions or require assistance at any stage of the return process, please do not hesitate to contact our customer service team.
 
4. Refunds
 
At Voselli, we prioritize a clear and efficient refund process. Understanding the importance of timely and accurate refunds, we have established a policy that aligns with our commitment to exceptional customer service. This section details our refund procedures, including the use of Stripe for credit card processing and various payment platforms for your convenience.
 
4.1 Refund Eligibility
 
To be eligible for a refund, returned items must comply with our return policy guidelines. This includes being within the return window, in the original and unworn condition, and accompanied by all original packaging and documentation. Following these criteria ensures a smooth refund process for all parties involved.
 
4.2 Refund Process
 
Our refund process is designed to be straightforward and transparent:
  1. Refund Initiation: Once we receive and inspect the returned item, we will initiate the refund to your original payment method. This process typically begins within a few business days of receiving the return.
  2. Refund Amount: The refund will include the full purchase price of the item. Please note, original shipping charges are non-refundable unless the return is due to an error on our part.
  3. Restocking Fees: A restocking fee may be applicable in some cases and will be deducted from the refund amount. This fee helps cover the processing and handling of returned items.
 
4.3 Payment Platforms and Processing Times
 
We use Stripe for credit card processing, ensuring secure and efficient transactions. Additionally, we support various payment options including Link by Stripe, Affirm, and Afterpay, catering to diverse payment preferences. PayPal is currently being implemented and will soon be available as another convenient payment option.
 
The processing time for refunds can vary depending on the payment method used:
  • Stripe and Other Payment Platforms: Refunds through Stripe, Link by Stripe, Affirm, and Afterpay typically reflect in your account within a standard timeframe set by each platform.
  • Bank Processing Times: The processing time can also depend on your bank’s policies and timelines.
 
Please allow up to a certain number of business days for the refund to appear in your account. We appreciate your patience as these processes are often influenced by factors beyond our control.
 
4.4 Non-Refundable Items
 
There are specific scenarios where refunds are not applicable:
  • Non-Returnable Items: Customized or personalized items, which are not eligible for return, also do not qualify for refunds.
  • Partial Returns: For orders where only part of the items are returned, the refund will be issued only for those returned items.
 
Should you have any queries or require assistance regarding your refund, our customer service team is readily available to support you. At Voselli, we are dedicated to ensuring that your refund is processed as smoothly and efficiently as your original purchase.
 
5. Exchanges
 
At Voselli, we understand that sometimes a return may involve exchanging an item for something that better suits your needs or preferences. Our exchange policy is designed to be as accommodating and flexible as your shopping experience with us. This section outlines how you can easily exchange a product purchased from our store.
 
5.1 Exchange Eligibility
 
Eligibility for an exchange is similar to our return policy. To qualify for an exchange, the item must be:
  • Within the Exchange Window: Exchanges must be initiated within 14 days from the date of delivery.
  • In Original Condition: The item should be unworn, undamaged, and in its original packaging with all accompanying materials.
 
Please note, customized or personalized items are not eligible for exchange due to their bespoke nature.
 
5.2 Initiating an Exchange
 
To initiate an exchange, please follow these steps:
  1. Contact Customer Service: Reach out to us via email, phone, or our website. Provide details of your order and the reason for the exchange. Our customer service team will guide you through the process and provide any necessary assistance.
  2. Receive Exchange Authorization: Similar to returns, we will provide an Exchange Authorization (EA) number. This number is crucial for tracking your exchange and ensuring efficient processing.
  3. Prepare the Item: Securely package the item in its original packaging and include all documents and materials. Clearly label the package with the EA number.
 
5.3 Shipping for Exchange
 
Once you have received your EA number, please ship the item back to us. Follow these guidelines for shipping:
  1. Select a Shipping Carrier: Use a reliable carrier with tracking and insurance options. This ensures the safe and traceable delivery of your item.
  2. Ship the Item: Address the package to the return address provided by our customer service team. Prompt shipping is advised to expedite the exchange process.
  3. Share Tracking Details: Inform our customer service team of the shipment’s tracking number. This allows us to anticipate the arrival of your item and prepare your exchange.
 
5.4 Processing the Exchange
 
Upon receiving the returned item, our team will inspect it to confirm it meets our exchange criteria. We will then process your exchange, which includes:
  • Selection of New Item: You can choose another item from our collection. If there is a price difference, we will either issue a refund for the excess amount or require an additional payment for the balance.
  • Shipping of New Item: Once the exchange is confirmed, we will ship the new item to you. The timeframe for shipping will depend on the availability of the chosen product.
 
Exchanges at Voselli are designed to be customer-friendly and efficient. We want you to be completely satisfied with your purchase, and our exchange policy is in place to ensure that you find the perfect item that meets your expectations. For any questions or assistance needed during the exchange process, our customer service team is always here to help.
 
6. Shipping Costs
 
Understanding the shipping cost implications of returns and exchanges is important for a transparent and satisfactory customer experience. At Voselli, we aim to be clear about the shipping costs associated with returning or exchanging an item. This section details our policy regarding shipping costs for returns and exchanges.
 
6.1 Shipping Costs for Returns
 
Shipping costs for returns are a key consideration in our return policy. Here’s how we handle these costs:
  • Customer Responsibility: Generally, customers are responsible for the shipping costs when returning an item. We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value.
  • Exceptions: In cases where the return is due to an error on our part, such as receiving a defective or incorrect item, we will cover the return shipping costs. In such instances, please contact our customer service team to receive a prepaid shipping label.
 
6.2 Shipping Costs for Exchanges
 
When it comes to exchanges, the shipping costs are handled as follows:
  • Initial Return Shipping: Similar to returns, customers are typically responsible for the shipping costs incurred when sending an item back for an exchange. We advise using a reliable shipping service with tracking capabilities.
  • Shipping of Exchanged Item: For the shipping of the exchanged item back to you, Voselli will cover the shipping costs. This is our way of ensuring that your exchange experience is as positive as your initial purchase.
 
6.3 Shipping Methods and Costs
 
We partner with reputable carriers to ensure safe and efficient shipping. The cost of shipping is determined by factors such as:
  • Weight and Size of the Package: Larger or heavier items may incur higher shipping costs.
  • Destination: Shipping costs can vary depending on the distance and location to which the item is being shipped.
  • Shipping Speed: Expedited shipping options are available at an additional cost for those who need their items quickly.
 
6.4 Refund of Shipping Costs
 
In the event of a return due to our error, the shipping costs will be refunded along with the cost of the item. This refund will be processed to the original method of payment used during the purchase.
 
At Voselli, we understand that shipping costs are an important consideration for our customers. We strive to be transparent and fair in our shipping cost policies for returns and exchanges. If you have any questions or need further clarification regarding shipping costs, our customer service team is readily available to assist you.
 
7. Damaged or Incorrect Items
 
At Voselli, we take great care to ensure that every item we send out meets our high standards of quality and accuracy. However, we acknowledge that sometimes issues can occur. This section addresses how we handle situations involving damaged or incorrect items, ensuring that any such concerns are resolved promptly and to your satisfaction.
 
7.1 Reporting Damaged or Incorrect Items
 
If you receive an item that is damaged or not what you ordered, it is important to report this issue to us as soon as possible. Here’s what you should do:
  • Contact Us Immediately: Notify our customer service team within a specified time frame (e.g., 48 hours) from the time of delivery. Provide details of the issue, including your order number, a description of the damage or the incorrect item received, and accompanying photos if possible.
  • Keep All Packaging: Retain all packaging materials and the item as they were received.This is crucial for us to understand what went wrong and to take appropriate action.
 
7.2 Damaged Items
 
In the case of damaged items, our approach is as follows:
  • Assessment: Once we receive your report and any accompanying evidence, we will assess the damage. This may involve consulting with our shipping partners or internal quality control teams.
  • Resolution: Depending on the nature and extent of the damage, we will offer a replacement, repair, or refund. Our aim is to resolve the issue in the most satisfactory and efficient manner possible.
  • Return Shipping: If a return is necessary, we will provide a prepaid shipping label. In this case, you will not be responsible for the return shipping costs.
 
7.3 Incorrect Items
 
If you receive an incorrect item, we will address the mistake swiftly:
  • Correcting the Order: We will arrange for the correct item to be sent to you as quickly as possible.
  • Return of Incorrect Item: We will provide a prepaid shipping label for you to return the incorrect item. We kindly ask that it be returned in the same condition as it was received.
 
7.4 Customer Responsibility
 
While we strive to ensure every order is accurate and undamaged, we also rely on our customers to report any issues promptly. This timely communication is key to resolving any concerns effectively.
 
At Voselli, we take the quality of our products and the accuracy of our orders seriously. In the rare event that you encounter an issue with a damaged or incorrect item, we are committed to resolving the matter in a way that upholds our standards of customer service and satisfaction. For any assistance or to report an issue, please do not hesitate to reach out to our customer service team.
 
8. Exceptions/Special Circumstances
 
At Voselli, we understand that every customer’s situation is unique, and sometimes, standard policies may not address every circumstance. This section is dedicated to outlining exceptions and special circumstances that might arise in the context of returns, exchanges, and refunds. Our goal is to provide clarity on how we handle these special cases, ensuring fairness and flexibility while upholding our standards of service.
 
8.1 Holiday Returns
 
Recognizing that purchases made during the holiday season are often gifts, we offer an extended return window for these transactions. Items purchased during the specified holiday period may be eligible for return until a designated date in January. This extension allows gift recipients ample time to decide if they wish to keep or return their gifts.
 
8.2 Limited Editions and Special Releases
 
Limited edition items and special releases often come with their own set of return and exchange policies. Due to their exclusive nature, these items may have restrictions, such as shorter return windows or no eligibility for returns or exchanges. We will always provide clear information about these specific terms at the time of purchase.
 
8.3 Custom and Personalized Items
 
Items that are made to order or personalized are generally not eligible for return or exchange. This includes jewelry that have been customized to individual specifications. However, if there is a defect or error on our part, we will address these issues on a case-by-case basis to ensure your satisfaction.
 
8.4 Sale Items
 
Products purchased on sale or with a discount may have different return policies. In many cases, sale items are considered final sale and are not eligible for return or exchange. We encourage customers to review the specific return terms for sale items at the time of purchase.
 
8.5 Defective or Faulty Products
 
If a product is found to be defective or faulty upon receipt or develops a fault within a warranty period, we will provide a repair, replacement, or refund. The course of action will depend on the specific circumstances and the nature of the defect.
 
8.6 Circumstances Beyond Our Control
 
In situations such as natural disasters, pandemics, or other events beyond our control that might impact our ability to process returns or refunds promptly, we ask for your patience and understanding. We will communicate openly about any delays or changes in our processes resulting from such events.
 
At Voselli, we strive to accommodate the diverse needs and situations of our customers while maintaining fairness and integrity in our policies. We acknowledge that exceptions and special circumstances require individual attention and a flexible approach. If your situation falls outside our standard policies, please do not hesitate to contact our customer service team for assistance. We are committed to finding a satisfactory resolution for each unique case.
 
9. Contact Information
 
At Voselli, we believe in open and accessible communication with our customers. Whether you have questions about our products, need assistance with a return, or simply want to provide feedback, our team is here to help. This section provides all the necessary contact information you may need to get in touch with us. We are committed to providing prompt and helpful responses to all your inquiries.
 
9.1 Customer Service Team
 
Our customer service team is the heart of our communication with you. They are knowledgeable, friendly, and ready to assist with any questions or concerns you might have. You can reach out to our customer service team through the following channels:
  • Email: Contact us at support@voselli.com . This is often the best way to get a detailed response or to send information that we may need to assist you, such as order numbers or photos of a product issue.
  • Phone: Call us at +1 (302) 384-9846. Our phone lines are open 10am to 2pm, providing direct and immediate assistance.
  • Online Contact Form: Visit our website Contact Us page and fill out the contact form. This method is efficient for any general inquiries and ensures that your message is directed to the right department.
 
9.2 Social Media Channels
 
Stay connected with us through our social media platforms. We often use these channels to announce new products, special offers, and company news. They are also a great way to reach out for quick questions or comments:
  • Facebook: Follow us at OfficialVoselli and send us a message. Our social media team is active and ready to respond to your queries.
  • Instagram: Follow us at OfficialVoselli for the latest updates and direct message us forquick responses.
9.3 Feedback and Suggestions
 
We highly value your feedback and suggestions. They help us improve our products and services. Please feel free to share your thoughts with us through any of the channels mentioned above. We are always eager to hear from our customers and learn from your experiences.
 
At Voselli, your satisfaction is our priority. We encourage you to reach out with any questions, concerns, or feedback you may have. Our team is dedicated to ensuring that your experience with us is positive and fulfilling, and we look forward to hearing from you.
 
10. Policy Updates and Amendments
 
At Voselli, we are committed to continually improving our services and policies to better serve you, our valued customer. Our return and exchange policies are periodically reviewed and updated to reflect our evolving practices, customer feedback, and changes in our business environment. This section outlines how we handle updates and amendments to our policy, ensuring that you are always informed and aware of our latest terms and conditions.
 
10.1 Notification of Changes
 
We believe in transparency and open communication regarding policy changes. When significant updates or amendments are made to our return and exchange policies, we will notify you through:
  • Email Notifications: We will send an email to all our registered customers informing them of any significant changes. These emails will outline the nature of the changes and their effective date.
  • Website Updates: Our website will always have the most current version of our policy. Changes will be posted on our policy page, with a note highlighting the date of the latest update.
  • Social Media Announcements: We will also use our social media platforms to inform our customers of any policy updates, ensuring that even those who may not regularly check emails or our website are informed.
 
10.2 Reviewing the Policy Regularly
 
We encourage you to review our return and exchange policy periodically. This is especially important before making a purchase, as the terms at the time of your order will apply to that purchase. Keeping informed about our policy helps ensure that there are no surprises should you need to return or exchange an item.
 
10.3 Reasons for Policy Updates
 
Our policies may be updated for several reasons, including:
  • Changes in Legal Requirements: To comply with new laws or regulations that affect how we conduct business.
  • Business Developments: To align with changes in our business model, such as the introduction of new product lines or changes in our supply chain.
  • Customer Feedback: In response to valuable input from our customers, aiming to improve your shopping experience.
  • Market Trends: To adapt to evolving market conditions and industry best practices.
 
10.4 Your Acceptance of These Terms
 
By shopping with us, you signify your acceptance of our return and exchange policy. Your continued use of our services following the posting of changes to this policy will be deemed your acceptance of those changes.
 
At Voselli, we are dedicated to maintaining a fair and transparent relationship with our customers. We understand that our return and exchange policy is an important part of your shopping experience, and we are committed to ensuring that it remains clear, fair, and relevant to your needs. Should you have any questions or concerns about our policy or its updates, please do not hesitate to contact our customer service team.

Contact

  • +1 (302) 384 - 9846
  • support@voselli.com
  • 1207 Delaware Avenue,
    #2237

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