Refund policy

VANTHEOR Refund & Return Policy

At VANTHEOR, we take the utmost pride in the exquisite quality and craftsmanship of our fine jewelry. Each piece is rigorously inspected and secured with our signature VR SEAL before leaving our workshop.

Because of the high value and delicate nature of our creations, we enforce a strict policy regarding returns, exchanges, and damage claims. Please read the conditions below carefully.

1. Damage Claims & Inspection

If your product arrives damaged, you are eligible for a return or exchange subject to the following absolute conditions:

  • 24-Hour Reporting Window: Any damage or defect must be reported to our customer care team at support@vantheor.com within 24 hours of the carrier's marked delivery time. Claims made after 24 hours will not be accepted under any circumstances.
  • Unboxing Video Requirement: To qualify for a claim, you must provide a clear, uncut, and continuous open-box unboxing video starting from the sealed shipping box to the item retrieval.
  • VR SEAL Verification: The video must clearly show our intact VR SEAL on the jewelry packaging before it is opened. If the VR Seal is broken, tampered with, or not visible in the unboxing video, the return or exchange request will be automatically declined.

2. Return & Exchange Process

Once your video claim is reviewed and approved:

  1. We will issue a prepaid shipping label and return authorization instructions.
  2. The item must be shipped back in its original packaging, including all certificates, protective pouches, and gift boxes.
  3. Upon receiving and inspecting the returned item to confirm the damage and VR Seal metadata, we will process your replacement or store credit/refund.

3. Non-Returnable Items

We cannot accept returns or exchanges under the following circumstances:

  • The claim is submitted more than 24 hours after delivery.
  • No continuous unboxing video is provided.
  • The VR SEAL has been broken, cut, peeled, or tampered with prior to the start of the unboxing video.
  • The item shows signs of wear, resizing, customization, or damage caused after unboxing.