Refund policy
Last updated: May 2026
At Novaeli, we stand behind the quality of every piece of jewelry we sell. If something arrives damaged or defective, we will make it right.
What We Accept Returns For
We accept returns and claims in the following situations:
•Items that arrive damaged during shipping
•Items with manufacturing defects
•Incorrect items received (wrong product sent)
What We Do Not Accept Returns For
We are unable to accept returns for the following reasons:
•Change of mind after purchase
•You ordered the wrong size or style
•Item does not match personal expectations (color appears slightly different on screen, etc.)
•General dissatisfaction that is not related to product quality or damage
Because each piece is made to order and shipped directly to you, returned items cannot be resold. We therefore only process claims for genuine quality or shipping issues.
How to File a Claim
All claims for damaged, defective, or incorrect items must be submitted within 7 days of delivery.
Step 1: Take a Clear Photo
Please photograph the damaged or defective item showing:
•The damage or defect clearly visible
•The item in its packaging (if possible)
•Any relevant packaging damage
Use good lighting and take multiple angles if needed.
Step 2: Contact Us
Please include in your message:
•Your order number
•A brief description of the issue
•Photo(s) of the damage or defect
Step 3: We Will Resolve It
Our team will respond within 10 business days with one of the following options:
•Option A: Replacement — We will ship a replacement item to you at no additional cost.
•Option B: Store Credit — We can provide credit toward a future order.
•Option C: Refund — In select cases, we may issue a full or partial refund to your original payment method.
You choose which resolution works best for you.
Timeline
|
Step
|
Timeframe
|
|
Submit your claim
|
Within 7 days of delivery
|
|
Our response
|
Within 10 business days
|
|
Resolution (replacement shipped or refund issued)
|
1–3 business days after approval
|
Exchanges
We do not offer direct exchanges for:
•Wrong size ordered
•Different style preference
•Color does not match expectations
If you ordered the wrong size or style, you are welcome to place a new order for the correct item. Please contact us if you need assistance.
Return Address
If a return shipment is required, we will provide you with a return address. Please do not send items back without contacting us first, as unauthorized returns cannot be processed.
Questions?
If you have any questions about our return policy or need help with an order, please email us at contact@novaeli.com. We typically respond within 24 hours on business days.