Return and Refund Policy

Effective date: October 23, 2026

This Return and Refund Policy applies to purchases made through the Jewelry Design House by Jivan online store.

Returns and Exchanges

We hope you are delighted with your jewelry. If you decide not to keep your purchase, you may request a return or exchange within 14 calendar days of delivery or pickup.

The conditions below apply to change-of-mind returns and exchanges. They do not limit your rights under applicable consumer protection laws.

Return Eligibility

To qualify for a change-of-mind return or exchange, your jewelry must:

• Be in its original condition, unworn, unused, unaltered, and undamaged.
• Be returned in its original packaging with all accompanying items, including any certificates of authenticity.
• Be accompanied by the original sales invoice or proof of purchase.

Bespoke and personalized pieces are excluded from our voluntary return and exchange policy.

We inspect returned jewelry to confirm that it meets these conditions. If an item does not qualify, we will contact you to explain the reason before arranging the next steps.

These conditions and exclusions do not remove any rights you may have if your jewelry is defective, damaged on arrival, or not as described.

How to Request a Return

Please contact us at info@jivancollection.com within 14 calendar days of delivery or pickup. Include your name, order number, whether you would prefer a refund or exchange, and the reason for your request.

Please wait for our return instructions before sending your jewelry. We will confirm the return address and provide a prepaid return shipping label.

To prepare your return:

• Place your jewelry securely in its original packaging.
• Include the sales invoice or proof of purchase, any certificates, and all other items supplied with your order.
• Pack and seal the parcel carefully to protect its contents during transit.
• Attach the prepaid return label provided by us.
• Arrange collection or drop off the parcel at an appropriate carrier location, following our instructions.
• Keep the carrier receipt and tracking information as proof of dispatch.

If you experience a problem with the return shipment, please contact us promptly so we can assist.

Return Shipping and Fees

For change-of-mind returns, you are responsible for return shipping costs. We provide a prepaid shipping label for your convenience and deduct its cost from your refund. We will advise you of the label cost before you proceed.

Original shipping charges are not refundable for change-of-mind returns. We do not charge a restocking fee.

These deductions do not apply where applicable law requires us to cover return shipping or refund delivery charges.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method. The refund will include the price paid for the returned jewelry and any applicable taxes collected by us, less the return-label cost and any original shipping charges that are non-refundable under this policy.

Your bank or payment provider may require additional time to process and post the refund. Currency conversion differences and fees charged independently by your financial institution may affect the amount credited to your account.

If you have questions about the status of your refund, please contact us at info@jivancollection.com.

Any refund deadlines or other requirements imposed by applicable law take precedence over our standard inspection and refund process.

International Duties and Taxes

Customs duties, import taxes, brokerage fees, or other charges paid directly to a carrier or customs authority are not collected by us and cannot be refunded by us.

You may be able to request reimbursement from the relevant authority or carrier, depending on the rules in your country. Please contact them directly for guidance.

Exchanges

You may request an exchange within 14 calendar days of delivery or pickup, subject to the eligibility conditions above.

Please contact us before returning your jewelry so we can discuss the replacement piece, availability, any price difference, and applicable shipping arrangements.

As our jewelry is made to order, the production timeframe for the replacement piece will be confirmed when we arrange your exchange.

Damaged, Defective, or Incorrect Items

Please inspect your jewelry when it arrives. If it is damaged, defective, or different from what you ordered, contact us promptly at info@jivancollection.com, including your order number and a description of the issue. Photographs may help us assess the problem.

We will work with you to arrange an appropriate remedy, which may include repair, replacement, or a refund, in accordance with applicable law. We will cover return shipping where required by law.

The 14-day change-of-mind window and the exclusion for bespoke or personalized pieces do not limit your statutory rights. Original packaging is not a condition for exercising rights that cannot lawfully be restricted.

Our additional warranty is described on our Lifetime Warranty page. It supplements and does not replace applicable legal warranties.

Order Changes and Cancellations

If you wish to change or cancel an order, contact us promptly at info@jivancollection.com, including your name and order number.

Because our jewelry is made to order, we may be unable to accommodate a voluntary change or cancellation once production has begun. Any specific written terms agreed for bespoke work will also apply, subject to applicable law.

Nothing in this section limits any statutory cancellation rights you may have.

Quebec Consumer Rights

If Quebec consumer protection law applies to your purchase, legal warranties and statutory cancellation rights apply independently of our voluntary return policy.

If you validly cancel an online purchase under the applicable distance-contract provisions of Quebec’s Consumer Protection Act, we will refund all amounts paid within 15 calendar days after your cancellation notice is sent and bear reasonable return shipping costs.

If you have already received the goods, they must be returned within 15 days after you send the cancellation notice. If they arrive after you send the notice, they must be returned within 15 days after receipt.

European Union and United Kingdom Cancellation Rights

If you are a consumer in the European Union or the United Kingdom and applicable law gives you a right to cancel an online purchase, you may notify us of your cancellation without giving a reason within 14 days after the day you receive your goods.

Statutory exceptions may apply, including for goods made to your specifications or clearly personalized. These exceptions do not affect your rights regarding defective or misdescribed goods.

To exercise an applicable cancellation right, send us a clear statement of your decision using the contact details below. You do not need to wait for our approval to give a valid cancellation notice. Please send the goods back within 14 days after notifying us.

For an eligible cancellation, we will refund the price paid for the returned goods and the cost of standard outbound delivery, where applicable. Any additional amount paid for express or premium delivery above the standard delivery cost is not refundable unless required by law.

You are responsible for the direct cost of return shipping where we have informed you of this before purchase, unless applicable law requires otherwise. If you use our prepaid return label, we will advise you of its cost before use.

For European Union cancellations, we will issue the refund within 14 days after receiving your cancellation notice, but may withhold it until we receive the goods or evidence that you have sent them back, whichever occurs first.

For United Kingdom cancellations, we will issue the refund within 14 days after receiving the returned goods or evidence that you have sent them back, whichever occurs first. If no goods were supplied, we will refund you within 14 days after receiving your cancellation notice.

You may inspect the goods as you would in a shop. Where permitted by law, we may deduct an amount for diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. The stricter condition and packaging requirements of our voluntary return policy do not override these statutory rights.

Ring Resizing

Your first ring resize is complimentary. Additional resizing is subject to a fee, which varies according to the materials and the size adjustment required.

Please contact us before sending a ring for resizing so we can discuss the adjustment and confirm the applicable shipping arrangements and any charges.

Contact Information

For return requests, exchanges, cancellations, or refund inquiries, please contact us:

Jewelry Design House by Jivan
1255 Phillips Square, Suite 303
Montreal, QC H3B 3G1, Canada
Email: info@jivancollection.com
Phone: +1 (514) 967-7016