Return and Refunds

Return, Refund & Exchange Policy

At Neva, every piece of jewellery is carefully inspected and securely packed before dispatch. As our jewellery is handled with care and packed specifically for each order, we do not accept returns, exchanges, or refunds for orders once they have been placed and delivered, except in cases where the item received is damaged, defective, incorrect, or missing.

1. Damaged, Defective, Incorrect or Missing Items

If you receive an item that is damaged, defective, incorrect, or missing from your order, please contact us within 24 hours of delivery.

To help us verify and resolve the issue, please provide:

Order number
Clear photographs of the product and its packaging
An uncut and continuous unboxing video, starting from the sealed package and showing the package being opened and the product(s) inside

Claims submitted without an uncut and continuous unboxing video may not be considered.

2. Unboxing Video Requirement

We strongly recommend recording a continuous video while opening your package.

The video should clearly show:

The sealed package before opening
All sides of the package
The package being opened
The product(s) and packaging immediately after opening

This video helps us verify issues such as damage, missing items, or incorrect products and allows us to assist you more efficiently.

3. Review and Resolution

Once we receive the required information, our team will carefully review your claim.

If the issue is verified, we may offer:

A replacement, subject to product availability; or
A refund, depending on the nature of the issue.

For approved refunds involving a returned item, the refund will be processed after the item has been received and inspected by our team.

Original shipping charges, where applicable, are non-refundable, except where a refund of such charges is required under applicable law.

4. Important Conditions

Claims for damage, defects, incorrect items, or missing items must be reported within 24 hours of delivery.
Claims reported after 24 hours may not be accepted under this policy, subject to applicable consumer-protection laws.
Items cannot be returned or exchanged simply due to a change of mind, personal preference, or sizing preference, unless otherwise approved by Neva or required by applicable law.
Products must not be used, altered, or damaged after delivery for a claim to be considered.
Neva reserves the right to review the evidence submitted before approving a replacement or refund.
Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.
Shipping Charges - Customers are responsible for all exchange shipping charges*.