Refund policy

NOVELLE VOW Return & Exchange Policy

At NOVELLE VOW, we are committed to providing you with high-quality jewelry, and we want you to be completely satisfied with your purchase. To ensure your confidence, we offer a 30-day exchange and return policy.

How to Initiate a Return

To begin a return or exchange, please contact our customer service team to receive a return ticket number. You can reach us via email at support@novellevow.com. Once you have your ticket number, our team will provide you with a return address and further instructions. Our team will respond to your inquiry within 24 hours.

Return Policies

  • Return Window: Returns are accepted within 30 days from the shipment date, and exchanges are allowed within 60 days.
  • Condition: All returned items must be in their original, unworn condition, with the tag attached and all original documentation included (DO NOT remove the TAG attached to the jewelry if you wish to return it.).
  • Documentation: Missing Moissanite certificates (where applicable) will result in a 30% replacement fee for each missing card.
  • Modifications: Items that have been modified, engraved, or resized by a third party are not eligible for return.
  • Signs of Wear: Returns showing signs of wear or damage will not be accepted.
  • Unauthorized Returns: Packages returned without authorization or packages refused upon delivery will not be accepted for a refund.
  • Color fading of silver gold plated productColor fading of silver gold plated product is unavoidable since improper using such as showering or swimming may cause it and please note it is non-refundable but it can be re-plating with extra cost of $50AUD.
  • Non-Refundable Costs: Original shipping, handling, and any additional costs are non-refundable unless the item was damaged, defective, or incorrect.
  • Deduction Fees: NOVELLE VOW will deduct the original shipping fee (varies by country) and a $25 restocking fee from the refund.
  • Customized Items: For customized 10K, 14K, 18K, and platinum items, a 35% workforce fee will be deducted from the refund. Customized or engraved items, as well as rings with custom sizes, are NOT eligible for return.
  • Final Sale Items:Items marked as final sale cannot be returned or exchanged.

Cancellation Policy:

       Cancellation Fee

  •  If you wish to cancel your order within 24 hours of purchase, a 10% cancellation fee will be applied to your refund.
  • If you cancel your order after 24 hours, a cancellation fee will be applied based on the material of the item:

15% cancellation fee for silver jewelry

25% cancellation fee for gold and platinum jewelry (including 10K, 14K, 18K, etc.)

 

These fees include CAD design charges, material usage, and production preparation costs.

  • Custom Orders: Once the CAD design is approved, cancellations are not allowed. A 25% fee will be charged if you cancel the order before CAD approval.
  • Please note that customized or engraved items, or rings with custom sizes, cannot be canceled after 24 hours.

Get the Return Address:

  • To initiate a return or exchange, please contact our customer service team to obtain a return ticket number. You may reach us via email at support@novellevow.com. After receiving your ticket number, our team will provide you with the return address and further instructions. We will respond to your inquiry within 24 hours.

Ship Your Return:

  • Drop off the package at your local post office and retain the receipt as proof of shipment.
  • Email the tracking number or receipt to support@novellevow.com

Refund Process:

  • If your return is approved, a refund will be issued to your original payment method, less a 20% restocking and processing fee.
  • Please note: This fee applies when the return is not due to a product fault (e.g., incorrect size, engraving, or damage). The fee helps cover costs associated with processing returns, inventory management, and handling items no longer in resalable condition.
  • Once the refund has been processed, you will receive an email notification.

 

Important Notes:

  • Return Abusers: We reserve the right to restrict website access or terminate the accounts of customers who frequently make returns.
  • Return Tracking: NOVELLE VOW is not responsible for items lost or damaged during return shipping. We recommend using a trackable shipping method and retaining your proof of shipment.
  • Return Address: Please do not return orders to the address on the original package. You must use the return address provided by our customer service team.

 

At NOVELLE VOW, we are dedicated to delivering an exceptional jewelry experience and ensuring your complete satisfaction with every purchase. Should you have any questions or require assistance regarding your order, please feel free to contact our customer service team at support@novellevow.com. Your satisfaction remains our utmost priority, and we sincerely appreciate your trust in us.