We stand behind the quality of our jewelry and packaging. If something arrives damaged or defective, we'll make it right.
What We Accept Returns For
✅ Items that arrive damaged
✅ Items with manufacturing defects
✅ Incorrect items sent
This applies to:
Sample orders shipped to you
Customer orders shipped directly to your customers
Any order fulfilled by Branvas
What We Don't Accept Returns For
❌ Customer changed their mind
❌ Customer ordered wrong size/style
❌ Item doesn't match customer expectations
❌ General dissatisfaction (not quality-related)
❌ Sample orders you no longer want
Why: As a dropshipping service, once items are shipped, they cannot be resold as new inventory.
How to File a Return or Claim
Step 1: Take a Clear Photo
Photograph the damaged or defective item showing:
The damage or defect clearly visible
The item in its packaging (if possible)
Any relevant packaging damage
Tip: Use good lighting and take multiple angles if needed.
Step 2: Email Us Within 7 Days
Send your photo to: [email protected]
Include in your email:
Order number
Description of the issue
Photo(s) of the damage or defect
Whether it's a sample order or customer order
Step 3: We'll Resolve It
Our customer service team will respond within 2 business days with:
Option A: Replacement
We'll ship a replacement item at no cost
Option B: Branvas Credit
We can provide credit toward future orders
You choose which resolution works best for you.
Timeline for Claims
Submit within: 7 days of delivery
Our response time: Within 2 business days
Resolution time: 1-3 business days after approval
What If My Customer Receives a Damaged Item?
Follow the same process:
Have your customer send you a photo of the damage
Forward the photo to [email protected] with the order number
We'll process the claim and send a replacement directly to your customer
Your customer service: You handle communication with your customer. We'll provide you with tracking information for the replacement so you can keep them informed.
Exchanges or Size Changes?
We don't offer exchanges for:
Wrong size ordered
Different style preference
Color doesn't match expectations
Alternative: If a customer orders the wrong size, they can place a new order for the correct size. You decide whether to offer them a discount or refund as part of your customer service policy.
Sample Order Returns
Sample orders follow the same policy: Damaged or defective items only.
We cannot accept returns for:
"I don't like how it looks in person"
"Quality isn't what I expected" (subjective opinion)
"I ordered too many samples"
Recommendation: Order samples before committing to large inventory decisions or launching products in your store.
Questions About Returns?
Before ordering:
If you're unsure about quality, order samples first. $30 off $100 with code NEW30.
About a specific item:
Email [email protected] with your question and order number.
Response time: Within 24 hours during business days