Refund policy

Return & Refund Policy

At Vnox, we are committed to providing high-quality products and ensuring your complete satisfaction. Vnox is operated by MEALGUET JEWELRY CO., LIMITED, a Hong Kong-registered company.

1. Return Window & Eligibility
We offer a 14-day return window from the date your package is delivered. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

*Please Note (Customized Items): Personalized, engraved, and custom-made products are completely unique and tailored specifically to you. Therefore, custom items cannot be returned, exchanged, or refunded for reasons such as a change of mind, incorrect text provided during ordering, or personal preference.

2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect due to our error, please contact us within 14 days of delivery at support@vnoxjewel.com. 
Please include:
* Your order number
* A brief description of the issue
* Clear photos of the received item

We will review your request promptly and provide an appropriate solution, which may include a free replacement, store credit, or a full refund.

3. How to Initiate a Return
If you wish to return an eligible, non-customized item for personal reasons (such as change of mind), you must contact our customer support team first at support@vnoxjewel.com.

Crucial Warning: Please DO NOT send packages back to the address listed on the original shipping label without contacting us first. Returns without prior authorization will not be processed. Our team will review your request and provide the correct return instructions along with the designated return center address. (Items may need to be returned to our authorized fulfillment facilities in either the United States or China, depending on your location and inventory hub.)

4. Return Shipping Costs
Our Error: If the return is due to a damaged, defective, or incorrect item caused by an error on our part, we will fully handle the issue and ensure you are not charged for any return-related expenses.
Customer Reasons: For all other eligible returns (such as change of mind or personal preference), the customer is responsible for paying all return shipping costs. Shipping costs are non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refund Processing Time
Once your returned item is received and inspected by our center, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.

Contact Information

Brand: Vnox
Operated by: MEALGUET JEWELRY CO., LIMITED
Email: support@vnoxjewel.com
Phone: +852 66607657
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM HKT