Refund policy

At NIVERA Jewelry, we want every order to arrive exactly as expected. Please review the terms below before requesting a return, exchange, replacement, or cancellation.

Return Window

Eligible non-personalized items may be returned or exchanged when the request is made within 10 business days of delivery.

To qualify, the item must be unused, unworn, unaltered, and in its original condition. All original packaging, jewelry boxes, pouches, tags, certificates, and accessories must be included. Sets must be returned as complete sets, and the return must be initiated from the country where the order was delivered.

Non-Returnable Items

We cannot accept returns or exchanges for:

Personalized or engraved jewelry
Earrings, for hygiene reasons
Gift cards
Final-sale or clearance items
Items that have been worn, altered, damaged after delivery, or show signs of use

Personalized Orders

Because personalized and engraved pieces are made specifically for you, they cannot be returned, exchanged, refunded, modified, or cancelled for buyer-supplied spelling, name, size, color, or other selection errors. Please review every detail carefully before placing your order. If a buyer-supplied detail is incorrect, a new order must be placed.

Damaged, Incorrect, or NIVERA-Caused Errors

If an item arrives damaged, defective, incorrect, or with a spelling or personalization error caused by NIVERA, please contact us within 10 business days of delivery. Include your order number and clear photos of the item and packaging. After review, we will arrange an eligible replacement at no additional cost.

Order Cancellations

Eligible non-personalized orders may be cancelled by contacting our support team within 12 hours of purchase. After 12 hours, the order may already be processing and cancellation cannot be guaranteed.

Personalized or engraved orders cannot be cancelled or modified once placed.

How to Request a Return or Exchange

Before sending anything back, contact our customer support team with your order number, the email address used for the order, the reason for your request, and any relevant photos. We will review the request and provide return instructions.

Do not send an item back without prior approval.

Return Shipping

For an eligible return or exchange due to a change of mind, sizing preference, or personal preference, the customer is responsible for return shipping costs. If the customer asks NIVERA to provide a return label for an eligible customer-preference return, the label cost will be deducted from the approved refund. NIVERA covers applicable return shipping for eligible damaged, defective, incorrect, or NIVERA-error orders.

Original shipping charges are generally non-refundable unless the return is due to an error by NIVERA or an eligible defective item.

Exchanges

Eligible non-personalized items may be exchanged within the 10-business-day return window, subject to product availability and all return conditions above. If the replacement item costs more, the customer may be required to pay the difference.

Refunds

Approved returns are generally inspected within 3–7 business days after they reach us. If approved, the refund will be issued to the original payment method and a confirmation will be sent. Your bank or payment provider may require an additional 5–10 business days for the refund to appear.

Packaging Your Return

Place the jewelry in its original box or pouch, include all original packaging, tags, certificates, and accessories, and secure everything inside a sturdy shipping package. Keep your receipt and tracking information until the return is completed. NIVERA is not responsible for items lost or damaged during return shipping when the customer arranges the shipment.