Refund policy

Returns & Refunds

You may return or exchange all mainline products ordered on VAN within 14 days of receipt of the goods. Bespoke and made to order products are non-refundable.

VAN will not accept returned products that have been modified by external jewellers, worn, damaged, or returned without security tag or original paperwork and packaging.

Please note that VAN will not refund the original shipment cost to you unless the items in question have been deemed faulty or defective.

If you wish to return or exchange your purchase, please contact our Customer Service team who will assist you with your return.

Please follow the below steps to complete your return:

  1. Please email info@vanrobot.com notifying us of your intention to return or exchange your purchase.
  2. Once your email has been received, you will receive a confirmation email from our Customer Service team, providing you with a return label and instructions.
  3. Please notify our Customer Service team upon shipment of your returns.
  4. Your exchange or refund via your original payment method will be processed upon receipt of the goods. You will receive a confirmation email once your refund is complete.

Please note that VAN is not liable for lost or delayed packages. The customer is responsible for returning the goods to VAN, including obtaining insurance in respect of delivery. We cannot be liable for any import duty resulting from return of purchases.

Please direct all claims regarding faulty or defective items to our Customer Service team and we will respond to you by email as quickly as possible.

Should you require any further information, please contact us at info@vanrobot.com.

BESPOKE PIECES

Please note, VAN does not accept returns for items purchased through our Bespoke service. Bespoke and Pre-order pieces will take approximately 6-8 weeks to be produced.