Effective operational revision: July 20, 2026
1. Transaction-specific review
Refunds, returns and cancellations differ across direct retail, assisted shopping, custom jewelry, warehouse or fulfillment work and logistics coordination. The accepted quote, seller terms, production stage, work already performed, third-party charges and applicable law determine eligibility.
2. Direct goods and assisted shopping
Eligible direct goods may be returned only within the disclosed period and condition requirements. Assisted purchases are also subject to the original seller's cancellation, return and restocking rules. Purchase, payment, sourcing, inspection and transport costs already incurred may be non-refundable unless law or the accepted quote states otherwise.
3. Custom jewelry
A custom piece generally cannot be cancelled, returned or refunded after written design or material approval and production start, except for a documented failure to meet the accepted specification or a right required by law. Personalization, sizing, engraving, procured materials, completed labor and disclosed natural variations affect available remedies.
4. Operations, claims and evidence
Performed or committed receiving, storage, labor, packaging, handling, insurance, carrier, customs, duties, taxes and third-party charges may be non-refundable. Submit a claim promptly to info@terveli.com with the TERVELI reference, invoice, dates, tracking, photographs, original packaging and an opening video when available. Keep the product and packaging until written instructions are provided.
5. Resolution
After evidence and responsible-party review, a lawful remedy may include correction, repair, replacement, return, credit, partial or full refund, or claim referral. A seller, carrier, insurer, processor or authority decides claims within its own role; no result is guaranteed before the investigation ends. Non-waivable consumer rights remain in force.
Questions: info@terveli.com