Refund policy

Refund & Cancellation Policy

Order Cancellation
Once an order is placed, processing begins immediately. For this reason, orders generally cannot be canceled.

An order may only be canceled if:

  • A written cancellation request is submitted within 6 hours of placing the order.

If approved, cancellations will be refunded either:

  • As store credit, or

  • To the original payment method minus a 25% cancellation/restocking fee

Damages & Shipping Issues
Exotvio is not liable for any products damaged or lost during shipping. If you receive your order damaged, you must contact the shipping carrier directly to file a claim.

Please save all packaging materials and damaged goods before filing a claim, as they may be required by the carrier.

Insurance Coverage
We understand the importance of your order and strive to ensure it reaches you safely. To provide added peace of mind, we offer limited coverage for orders that are lost or damaged during transit.

Exotvio will cover up to 20% of the total order value in the event of a lost or damaged package.

To be eligible for this coverage:

  • You must report the issue within 2 days of receiving your order

  • You must provide all required documentation, including photos of the packaging and damaged items

Exchanges & Buyback Program
We want you to love what you wear. If you prefer a different size or style, we offer a buyback program based on fair market value.

You may also send in any jewelry (gold or silver, in any condition) for appraisal. We will provide an offer based on current market prices.

To proceed:

  • Return the item using insured shipping with tracking

  • Once received and inspected, we will present an offer

If you accept the offer, payment or store credit will be issued.
If you decline, the item will be returned to you at our expense.

For the fastest service, we recommend placing a new order for your desired item once your return is processed.

Thank you for choosing Exotvio.