Return & Refund Policy

At Ultiviva™, we want every purchase to feel confident and enjoyable. If your order does not meet your expectations, this Return & Refund Policy explains our process for returns, exchanges, and refunds.

1. Return Requirements

We offer a 30-day return period, beginning from the date your order is delivered.

To qualify for a return, items must meet the following conditions:

✨ The item must be returned in its original condition

✨ Jewelry must be unused, unworn, and free from signs of wear

✨ Original packaging and included accessories should be provided when applicable

✨ Proof of purchase or order information is required

Items that do not meet these conditions may not be eligible for return.

2. Requesting a Return

To begin a return request, please contact our customer support team:

Email:
service@ultiviva.com

Please include your order details and the reason for your return so we can assist you efficiently.

After your request has been reviewed and approved:

• Return instructions will be provided

• Additional return details will be shared based on your order situation

Please do not send items back before receiving return authorization. Unauthorized returns may not be processed.

3. Damaged, Incorrect, or Missing Items

Please check your order carefully after delivery.

If you receive:

✨ A damaged jewelry item

✨ An incorrect product

✨ A package with missing items

Please contact us as soon as possible with relevant details and photos. Our team will review the situation and help provide an appropriate solution.

4. Items Not Eligible for Return

For hygiene, customization, and product protection reasons, some items may not qualify for return, including:

• Personalized or customized jewelry pieces

• Items that show signs of wear, damage, or alteration

• Products returned without original packaging

• Clearance or final sale items

• Gift cards

If you are unsure whether your item qualifies, please contact our support team before submitting a return request.

5. Exchanges

If you would like to exchange an item, we recommend returning the original product first.

Once your return has been received and approved, you may place a new order for the desired replacement item.

This process helps ensure your preferred style and availability.

6. European Union 14-Day Cancellation Right

For customers located in the European Union, eligible purchases may be cancelled or returned within 14 days after receiving the order.

To qualify:

✨ The item must remain unused and unworn

✨ Original packaging must be included

✨ Proof of purchase is required

This right applies in addition to any applicable return terms provided by Ultiviva™.

7. Refund Processing

Once your returned item has been received and inspected, we will send you an update regarding your refund status.

If your refund is approved:

• The payment will be returned to your original payment method

• Processing may take up to 10 business days

• Your bank or payment provider may require additional time before the funds appear in your account

If you have not received your refund after the processing period, please contact us:

Email:
service@ultiviva.com

8. Return Information

Please contact Ultiviva™ before sending any return package.

A return authorization and instructions must be provided before items are shipped back.

Company Name:
Beijing Xiran Network Technology Co., Ltd.

Customer Support Email:
service@ultiviva.com

Thank you for choosing Ultiviva™.
We appreciate your trust and are committed to making your shopping experience simple, transparent, and enjoyable.