EXOTVIO — Terms of Service

Effective Date: Upon publication

Overview

This website is operated by EXOTVIO. Throughout the site, the terms “we,” “us,” and “our” refer to EXOTVIO.

EXOTVIO provides this website, including all information, products, tools, and services available through it, subject to your acceptance of these Terms of Service and the additional policies referenced on our website.

By accessing our website or purchasing from EXOTVIO, you agree to these Terms of Service and the applicable policies incorporated by reference. These terms apply to visitors, customers, and other users of our website.

Please read these Terms of Service carefully before placing an order.

We may update these terms from time to time. Updated terms will be posted on our website. Changes to our voluntary return, cancellation, or warranty terms will not retroactively eliminate rights or benefits applicable to orders placed before the changes took effect.

Our online store is hosted by Shopify Inc., which provides the e-commerce platform through which we sell our products and services.

Section 1 — Online Store Terms

By using this website, you represent that you are at least the age of majority in your jurisdiction or are using the website with the consent and supervision of a parent or legal guardian who is authorized to enter into transactions on your behalf.

You may not use our products or services for unlawful purposes or violate applicable laws or regulations.

You may not transmit viruses, malware, harmful code, or other material intended to interfere with our website, services, or customers.

Violation of these Terms may result in restrictions on access to our services, subject to applicable law.

Section 2 — General Conditions

We reserve the right to refuse or discontinue service where permitted by applicable law, including for suspected fraud, abuse, unlawful activity, or violations of these Terms.

You agree not to copy, reproduce, resell, distribute, or commercially exploit our website content, branding, product images, designs, or services without authorization, except as permitted by law.

Section headings are provided for convenience and do not alter the meaning of these Terms.

Section 3 — Accuracy of Information

We strive to provide accurate information about our jewelry, materials, pricing, product specifications, availability, and services.

Product photographs are intended to represent our jewelry accurately. Differences may occur because of lighting, photography, display settings, handmade production, metal finishing, and natural variation in materials.

Measurements and weights identified as approximate are estimates. Handmade jewelry may vary slightly in final dimensions and weight.

EXOTVIO may correct inaccurate information, update product descriptions, and address pricing errors. If a material error affects an order already placed, we will contact the customer regarding available options and comply with applicable law.

Nothing in this section limits rights relating to materially inaccurate descriptions, incorrect items, or nonconforming goods.

Section 4 — Products, Pricing and Availability

Product prices, specifications, and availability may change without prior notice, subject to applicable law and orders already accepted.

EXOTVIO reserves the right to modify or discontinue products and to limit quantities where reasonably necessary.

We may refuse or cancel orders involving suspected fraud, unauthorized transactions, material pricing errors, or other legitimate reasons, subject to applicable law.

Material and finish disclosure: Our Real 14K Gold Bonded Cuban-link jewelry is constructed using a .970 silver foundation with an applied real 14K gold finish. It is not solid-gold jewelry. Plain silver and solid-gold products, when offered, will be identified separately.

A gold finish applied over silver can change or wear over time. EXOTVIO does not guarantee that an applied gold finish will retain its original appearance for any particular period.

Customers should review the selected product's material, finish, length, width, approximate weight, and other specifications before purchasing.

Section 5 — Returns, Refunds and Exchanges

EXOTVIO distinguishes between eligible standard jewelry and custom or personalized jewelry. Not all purchases are final sale.

Eligible Standard Cuban-Link Chain Returns

Customers may request a voluntary return of an eligible standard, non-custom Cuban-link chain within five (5) calendar days of carrier-confirmed delivery.

To qualify, the chain must be:

• Unworn, unaltered, and undamaged.

• In new condition.

• Returned with all original tags still attached.

• In the same condition in which it was originally shipped.

• Returned according to EXOTVIO's instructions.

Customers must request return authorization before sending a piece back. Return shipments must use tracked and insured shipping.

Returned items are subject to physical inspection and verification of their identity, condition, and original tags before approval.

Approved voluntary returns are subject to a 20% restocking fee calculated on the original chain purchase price. The fee is deducted from the eligible refund, which is issued to the original payment method.

A return request made within the five-day window does not guarantee approval if the item does not meet the applicable requirements.

Jewelry that has been worn, altered, damaged, or returned without its required original tags is not eligible for a voluntary return under this program.

Wrong-Size Exchanges

For an eligible standard Cuban-link chain ordered in the incorrect size, customers may request an exchange for a larger standard chain within the same five-calendar-day period.

The original chain must satisfy the unworn, tag-attached, and condition requirements and pass inspection.

An approved larger-size exchange is subject to the 20% restocking fee on the original chain purchase price, plus any additional price difference for the larger chain.

Replacement production and shipping times may vary.

Other Products

The voluntary five-day chain return program does not automatically extend to custom jewelry, personalized pieces, bracelets, pendants, or other products unless EXOTVIO expressly states otherwise in writing or applicable law requires a remedy.

Verified EXOTVIO errors, manufacturing defects, and legally required remedies are handled separately and are not subject to voluntary restocking fees.

For the complete eligibility rules and refund procedures, see:

https://exotvio.com/pages/return-policy

Section 6 — Deposits and Payment Terms

Full payment may be required before production begins unless EXOTVIO expressly approves another arrangement.

Payment requirements, deposit amounts, and installment arrangements, if available, will be communicated before the order is accepted.

Standard, Non-Custom Orders

Payments for eligible standard, non-custom orders remain subject to the applicable 24-hour cancellation and five-day eligible chain return policies.

Standard-order deposits and payments are not automatically forfeited merely because a customer requests a cancellation or return permitted under those policies.

Applicable cancellation or restocking fees may be deducted from an approved voluntary refund as described in the Return Policy.

Custom and Personalized Orders

For custom or personalized jewelry, once the customer approves the specifications and a deposit or payment is accepted, amounts paid toward that custom order are nonrefundable for voluntary cancellations, changes of mind, or decisions not to proceed.

Custom-order deposits may be used to secure materials, reserve production time, perform design work, and allocate manufacturing resources.

These provisions do not eliminate refunds or remedies that are required by applicable law, including for verified EXOTVIO errors, nonconforming goods, or unfulfilled orders where a refund is legally required.

Section 7 — Custom and Made-to-Order Jewelry

EXOTVIO manufactures jewelry according to the specifications confirmed for each order.

Made to order does not automatically mean custom or personalized. Selecting an ordinary width, length, or finish from a standard catalog listing does not, by itself, classify that product as bespoke jewelry.

Custom or personalized jewelry includes pieces manufactured or altered specifically for an individual customer's unique requirements, including:

• Custom designs and pendants.

• Personalized names, initials, or engravings.

• Custom locks or other unique components.

• Special dimensions not offered as standard catalog selections.

• Customer-requested alterations or unique specifications.

Customers are responsible for reviewing and approving the applicable design, dimensions, materials, metal type, finish, stone specifications, engraving, price, and other custom details before proceeding.

Once custom specifications are approved and a deposit or payment is accepted, the custom order is final sale.

At that stage, voluntary cancellation, return, refund, exchange, or resizing is not available, even if the finished piece has not been worn.

Requested design changes after approval may be declined or may require additional charges and production time.

Custom final-sale terms do not remove EXOTVIO's responsibilities for verified order errors or manufacturing defects, the applicable limited craftsmanship warranty, or legally required customer remedies.

Section 8 — Order Cancellations, Arrival Issues and Warranty

Standard-Order Cancellations

Eligible standard, non-custom jewelry orders may be voluntarily canceled by contacting EXOTVIO within 24 hours of placing the order, provided the order has not already shipped.

Approved voluntary cancellations are subject to a 5% cancellation fee deducted from the amount paid. The remaining eligible amount will be refunded to the original payment method.

After the first 24 hours, voluntary cancellation is not available under this program, although eligible standard chains may qualify for the post-delivery return policy.

Custom and personalized orders are subject to the final-sale terms in Section 7 rather than this voluntary cancellation program.

Incorrect Items or Apparent Defects Upon Arrival

If an order arrives with an apparent manufacturing defect, or EXOTVIO ships an item that does not match the approved order, customers should notify us within 48 hours of carrier-confirmed delivery for prompt review.

Customers should provide their order number, a description of the issue, and clear photographs or video.

Do not return jewelry until EXOTVIO provides instructions.

EXOTVIO may request an inspection to determine the cause and nature of the problem.

For a verified EXOTVIO error or manufacturing defect, our preferred resolution is to repair, correct, or remake the affected piece at no additional charge, including reasonable required return shipping.

The 48-hour initial reporting request does not terminate the one-year craftsmanship warranty, shorten applicable legal deadlines, or eliminate legally required remedies.

One-Year Limited Craftsmanship Warranty

Eligible handmade EXOTVIO Cuban-link chains and bracelets, including eligible covered components of custom pieces, carry a one-year limited craftsmanship warranty starting on carrier-confirmed delivery or documented in-person handoff.

The limited warranty covers verified workmanship defects involving:

• Solder joints.

• Link construction and assembly.

• Clasps and lock mechanisms.

Coverage applies to defects attributable to EXOTVIO workmanship under normal, intended jewelry use.

Following review and inspection, EXOTVIO will repair, correct, or replace verified covered components or pieces at no charge.

Reasonable required return-shipping costs for verified covered warranty claims are handled according to EXOTVIO's warranty instructions.

Exclusions

This limited craftsmanship warranty does not cover:

• Gold bonding, gold plating, or any other applied gold finish.

• Fading, color changes, discoloration, tarnishing, peeling, flaking, rubbing off, or other finish deterioration.

• Chemical damage, including damage from chlorine, cleaners, saltwater, or similar substances.

• Accidental impacts, excessive pulling, stretching, bending, crushing, dropping, or physical abuse.

• Damage caused by watches, other jewelry, tools, or outside objects.

• Cosmetic wear not attributable to defective workmanship.

• Damage caused by unauthorized modifications, alterations, or third-party repairs.

• Theft, loss, or missing pieces unrelated to a verified covered workmanship defect.

EXOTVIO provides no voluntary or express warranty on the gold finish of any kind.

Gold-finish exclusions do not remove non-waivable customer rights or remedies required by applicable law.

Optional Paid Gold Replating

EXOTVIO offers optional paid replating for eligible gold-finished jewelry, subject to inspection.

• First replate: $0.70 per gram — 50% off the regular rate.

• Second replate: $1.40 per gram.

• Third and subsequent replating: Quoted separately.

The first-replate discount is available once per eligible piece. Charges are based on the item's verified weight in grams at the time of service.

Any additional repairs or shipping charges will be disclosed before the customer approves paid service.

Replating is paid maintenance, not a warranty benefit, and it does not create a warranty on the applied gold finish.

Full warranty and care information:

https://exotvio.com/pages/warranty

https://exotvio.com/pages/gold-bonded-jewelry-care-guide

Section 9 — Billing and Account Information

We reserve the right to review, limit, or refuse orders where reasonably necessary, subject to applicable law.

Customers agree to provide accurate, current, and complete billing, shipping, and contact information.

Customers are responsible for reviewing their shipping addresses and order specifications before checkout.

If changes or additional verification are required, EXOTVIO may contact the customer using the contact information supplied.

Payment processing and available financing or installment arrangements may be subject to additional terms disclosed by the applicable payment provider.

Section 10 — Production, Shipping, Damages and Delivery Issues

Production and Delivery Estimates

EXOTVIO jewelry is generally made to order.

Production typically takes approximately 10–15 business days after full payment and order confirmation.

After dispatch, estimated carrier transit is approximately 3–5 business days.

Business days exclude weekends and public holidays.

These are estimates, not guaranteed delivery dates.

We are not responsible for carrier-caused scheduling delays or circumstances outside our reasonable control to the extent permitted by applicable law. This does not eliminate customer rights or remedies concerning delayed or unfulfilled orders.

Shipping Addresses

Customers must provide an accurate and complete delivery address.

EXOTVIO is responsible for following the confirmed order information and will address verified shipping errors caused by EXOTVIO.

Lost, Misdelivered or Stolen Packages

If tracking indicates that a shipment was correctly delivered to the address supplied at checkout, EXOTVIO does not automatically provide a refund or replacement if the package is subsequently stolen.

Customers should promptly report suspected theft to the carrier and, where appropriate, local law enforcement.

If a package appears lost or was delivered to the wrong address by the carrier, customers should contact both the carrier and EXOTVIO.

EXOTVIO will provide available shipping documentation, reasonable assistance, and shipper-initiated claims when required by the carrier.

The opening of a carrier investigation does not automatically guarantee a refund or replacement. However, EXOTVIO will honor remedies required by applicable law, including where EXOTVIO is responsible for an error or where a refund is legally required for non-delivery.

Shipping Damage

If an item or package arrives visibly damaged, notify EXOTVIO promptly and retain the original packaging, photographs, tracking information, and related documentation.

Customers should also cooperate with any required carrier investigation.

An apparent product defect or EXOTVIO packing or shipping error will be reviewed under the applicable arrival-issue procedures and legal protections. Customers are not required to waive legally available claims against EXOTVIO in order to pursue a carrier investigation.

For complete shipping, return, and delivery terms:

https://exotvio.com/pages/return-policy

Section 11 — Customer Reviews and Submissions

Customers may choose to submit reviews, photographs, comments, suggestions, or other content to EXOTVIO.

By submitting content for public posting or promotional use, you represent that you have the right to provide that content and grant EXOTVIO permission to display and use it in connection with our website, products, and marketing, subject to applicable law and any separate permissions required.

Submissions must not infringe intellectual property rights, violate another person's privacy, contain unlawful material, or be intentionally misleading.

We may moderate content in accordance with applicable law and platform policies. We do not require favorable reviews as a condition of warranty service or other legally required remedies.

Section 12 — Personal Information

The collection, use, storage, and disclosure of personal information through our website are governed by our published Privacy Policy and applicable privacy laws.

Payment information may also be processed under the terms and privacy practices of Shopify and applicable payment service providers.

Section 13 — Prohibited Uses

You may not use this website or our services to:

• Engage in unlawful activity.

• Violate applicable laws or regulations.

• Infringe intellectual property or other legal rights.

• Submit fraudulent orders or materially false information.

• Interfere with our website's functionality or security.

• Upload malware or other harmful software.

• Collect personal information unlawfully.

• Attempt unauthorized access to systems or customer accounts.

EXOTVIO reserves the right to restrict or terminate access for violations, to the extent permitted by law.

Section 14 — Disclaimer and Limitation of Liability

EXOTVIO strives to maintain an accessible, functional, and secure website but does not guarantee that online services will always be uninterrupted or error-free.

To the maximum extent permitted by applicable law, EXOTVIO is not liable for indirect, incidental, or consequential losses resulting from website interruptions or misuse of our services.

Nothing in this section excludes or limits liability that cannot legally be excluded, including legally required remedies for defective or nonconforming products, personal injury, fraud, unfulfilled orders, or other protected consumer claims.

The express one-year limited craftsmanship warranty and applicable statutory rights remain subject to their stated terms and legal protections.

Section 15 — Indemnification

To the extent permitted by applicable law, you agree to indemnify EXOTVIO and its owners, employees, affiliates, and service providers against third-party claims, damages, and reasonable expenses arising directly from your unlawful conduct or material violation of these Terms.

This provision does not require customers to indemnify EXOTVIO for EXOTVIO's own negligence, misconduct, product defects, or other liability that cannot legally be transferred.

Section 16 — Severability

If any portion of these Terms is found invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.

Any unenforceable provision will be interpreted or limited only to the extent necessary to comply with applicable law.

Section 17 — Termination

These Terms remain effective unless terminated or replaced in accordance with their provisions and applicable law.

EXOTVIO may restrict or terminate website access when reasonably necessary because of unlawful conduct, security concerns, fraud, or violations of these Terms.

Termination of website access does not eliminate obligations relating to completed orders, outstanding payments, legally required refunds, or valid warranty claims.

Section 18 — Entire Agreement and Related Policies

These Terms of Service, together with the applicable policies and order-specific terms disclosed before purchase, constitute the agreement governing use of EXOTVIO's website and services.

The following policies are incorporated by reference where applicable:

Return Policy:
https://exotvio.com/pages/return-policy

One-Year Limited Craftsmanship Warranty:
https://exotvio.com/pages/warranty

Gold-Bonded Jewelry Care and Replating:
https://exotvio.com/pages/gold-bonded-jewelry-care-guide

If a general provision in these Terms appears to conflict with the more specific provisions of an applicable order, return, or warranty policy, the more specific policy governs that subject, subject to applicable law.

No policy may eliminate customer rights or remedies that cannot legally be waived.

Section 19 — Governing Law

These Terms are governed by applicable United States federal law and, where permitted, the laws of the State of Florida.

This choice-of-law provision does not waive or reduce mandatory consumer protections that apply to customers in other jurisdictions.

Section 20 — Changes to Terms

EXOTVIO may update these Terms of Service from time to time.

Changes will be published on our website and generally apply prospectively.

Orders placed before a material policy change remain subject to the terms applicable when the order was placed, except where the customer and EXOTVIO lawfully agree otherwise or applicable law requires a different result.

No update will retroactively eliminate an existing valid warranty claim or other non-waivable legal right.

Section 21 — Contact Information

Questions regarding these Terms of Service, order issues, returns, warranty claims, or paid replating services may be directed to:

EXOTVIO Jewelry
Email: info@exotvio.com
Phone/Text: 305-430-5950
Website: https://exotvio.com

For returns or warranty service, please contact EXOTVIO before shipping any item so the appropriate instructions can be provided.