Refund policy

1. Overview

Because our jewelry and accessories are handmade, each piece is unique. We aim to ensure every customer is satisfied with their purchase. This policy outlines the conditions under which returns, exchanges, and cancellations may be accepted.

2. Eligibility for Returns

We accept returns only for defective or damaged items. To qualify for a return:

  • You must contact us within 7 days of delivery.
  • The item must be unused, unworn, and in its original packaging.
  • You must provide proof of purchase (order number or receipt).
  • Photos or videos of the defect/damage may be required for verification.

We do not accept returns for:

  • Earrings (for hygiene and safety reasons)
  • Custom or personalized items
  • Items purchased during clearance or final‑sale promotions
  • Normal wear and tear, including tarnishing, scratches, or patina development

3. Defective or Damaged Items

If your item arrives damaged or defective:

  1. Contact us within 7 days of delivery.
  2. Include photos or videos showing the issue.
  3. We will review the claim within 2–3 business days.
  4. If approved, you may choose:
    • A replacement of the same item (if available)
    • Store credit
    • A refund to your original payment method

We reserve the right to determine whether damage is due to craftsmanship or misuse.

4. Exchanges

We offer exchanges only for defective items or incorrect items received. We do not offer exchanges for:

  • Size preferences
  • Color preferences
  • Change‑of‑mind situations

5. Non‑Returnable Items

The following items cannot be returned or exchanged:

  • Earrings (for hygiene reasons)
  • Custom or personalized orders
  • Items marked “final sale”
  • Items damaged due to improper care, accidents, or exposure to chemicals

6. Return Shipping Costs

Unless otherwise approved by us, customers are responsible for return shipping costs. We recommend using a trackable shipping service. We are not responsible for lost return shipments.

7. Refunds

Once your return is received and inspected, we will notify you of approval or denial. Approved refunds will be processed within 5–7 business days. Refunds are issued to the original payment method only. Shipping fees are non‑refundable.

Store credit may be offered for certain situations at our discretion.

8. Cancellations

Orders may be canceled within 12 hours of purchase. After production begins, cancellations may not be possible. Custom orders cannot be canceled once materials have been purchased or work has begun.

9. Incorrect or Missing Items

If you receive the wrong item or your order is missing something:

  • Contact us within 48 hours of delivery.
  • Provide your order number and photos of the items received.
  • We will correct the issue at no additional cost.

10. Packaging Requirements for Returns

To ensure safe return transit, items must be packaged securely:

  • Use the original jewelry box or pouch when possible.
  • Wrap delicate items to prevent damage.
  • Include all accessories, tags, and certificates (if applicable).

If packaging is insufficient and the item is damaged during return transit, the refund may be denied.

11. Final Sale Items

Items marked “final sale” cannot be returned, exchanged, or refunded under any circumstances unless defective.

12. Contact Information

For return or exchange inquiries, contact us using the contact us form or email us at info@ninaandsine.com.