Política de reembolso
Return & Refund Policy
We want you to love your NoVi jewelry. If you're not completely satisfied, here's what you need to know.
Personalized items Because every NoVi piece is made to order and personalized just for you, we are unable to accept returns or exchanges on personalized items (engraved with names, initials, dates, or birthstones) unless the product arrives damaged or defective.
This is in accordance with EU consumer law (Article 16(c) of Directive 2011/83/EU), which allows exceptions to the right of withdrawal for goods made to the consumer's specifications.
Non-personalized items For non-personalized items, you have 30 days from the date of delivery to request a return. Items must be unworn, undamaged, and in their original packaging.
How to return Contact us at hello@thenovistore.com with your order number and reason for return. We'll guide you through the process.
Return shipping costs Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Refunds Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.
Damaged or incorrect items If your item arrived damaged or you received the wrong product, please contact us within 7 days of delivery with a photo. We will send a replacement or issue a full refund at no cost to you.
Order cancellations Because production starts immediately after your order is placed, cancellations are only possible within 24 hours of purchase.
Non-returnable items
- Personalized jewelry (engraved items, custom birthstone pieces)
- Items that are worn or damaged by the customer
- Items returned after 30 days