1. Order Cancellation

1.1 Standard Orders

• Time Frame: Customers may cancel their order within 48 hours of purchase for a full refund.

• Procedure: To cancel an order, please contact us with your order number and cancellation request.

1.2 Custom and Personalized Orders

• Time Frame: Custom or personalized orders can only be cancelled within 12 hours of purchase.

• Procedure: Contact our customer service team at contact us with your order number and cancellation request. Due to the bespoke nature of these items, cancellations after 12 hours will not be accepted.

 

2. Returns and Refunds

2.1 Eligibility

• Standard Products: We accept returns for standard products within 15 days of delivery.

• Custom Products: Custom or personalized items are not eligible for return unless they arrive damaged or defective.

2.2 Return Procedure

• Contact Us: Go to our website and click returns to initiate a return. Include your order number, reason for return, and any supporting photographs if the item is damaged or defective.

• Return Authorization: Once your return request is approved, you will receive a return authorization number and instructions on how to return your item.

• Shipping: Customers are not responsible for return shipping costs unless the item is damaged or defective upon arrival.

2.3 Refunds

• Processing Time: Refunds will be processed within 3-5 business days after we receive and inspect the returned item.

• Method of Refund: Refunds will be issued to the original payment method used at the time of purchase.

 

3. Damaged or Defective Items

• Inspection: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

• Resolution: For items damaged during shipping or found to be defective, we will arrange for a replacement or provide a full refund.

 

4. Exchanges

• Eligibility: Items eligible for return may be exchanged for another product of equal or lesser value.

• Procedure: Follow the return procedure above and indicate that you would like to exchange the item.

 

5. Contact Information

• If you have any questions or need assistance with cancellations, returns, or refunds, please contact us at:

• Email: support@nyzajewels.com