Refund policy

Cancellation, Return, Refund & Repair Policy

Cancellation

If a customer wishes to cancel their order, they must notify us within 24 hours of placing the order. We start processing orders immediately, and cancellations made after 24 hours will incur a 20% cancellation fee to cover restocking and labor costs.

This fee is necessary to account for the time and resources already invested in processing your order. We appreciate your understanding and cooperation.

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • Your item must be in the same condition as received — unworn, unused, with tags, and in its original packaging.
  • You must provide your order number and confirmation email or proof of purchase.

You can always contact us for any return questions at care@nyxjewel.com.

As every NYX Jewel piece is custom made to your ring size, diamond, and gold preference, any return unrelated to manufacturing quality will incur a 20% restocking fee for all jewelry items. This fee covers the labor required to resize, polish, and re-inspect the returned piece. If the returned jewelry requires extensive cleaning, repair, or refinishing, a higher restocking fee may apply depending on the work required.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Items Not Eligible for Return or Exchange

Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns or exchanges for:

  • Custom or personalized jewelry
  • Eternity bands made to order
  • Any items showing physical damage, wear, or alteration

Exchanges

If a customer wishes to exchange their ring, a 20% restocking fee will be deducted from the original purchase amount. The remaining balance will be applied toward the new purchase. Any price difference for the exchange will be charged to the customer. Please note that the percentage may vary slightly based on gold or diamond price fluctuations.

This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases.

Please contact us before sending your jewelry back to ensure safe delivery. Clients are responsible for return shipping costs, and we highly recommend using an insured, trackable courier service. NYX Jewel is not responsible for lost or untracked parcels.

Refunds

We will notify you once we’ve received and inspected your return and let you know if your refund is approved. If approved, the refund will be processed automatically to your original payment method. Please note that it may take additional time for your bank or credit card provider to post the refund.

Resizing

At NYX Jewel, we understand the importance of a perfect fit. We offer a professional resizing service to ensure that your ring fits comfortably and beautifully.

Resizing Limitations:

  • Rings can be resized up or down by a maximum of one full size.
  • Resizing beyond this range may compromise the integrity and aesthetics of the jewelry piece and therefore cannot be accommodated.

Exceptions:

  • Full Eternity Rings: These cannot be resized due to their intricate design. Customers are encouraged to exchange the ring for the correct size, and our team will assist with the process.
  • Plain Gold Bands: In certain cases, we may offer an exchange for an identical handcrafted ring in your correct size instead of resizing, especially if it ensures better craftsmanship or faster delivery.

Clients are responsible for shipping costs both ways (and for international clients, this includes customs fees).

Information About Repairs

If you need a repair, please contact us at care@nyxjewel.com. Before you do, here are some important details about our repair process:

  • Our repair specialists prepare an intake form detailing the piece’s current condition and required work. You’ll receive a copy for transparency.
  • Work covered under warranty will begin immediately, including:
    • Stone replacement or resetting
    • Setting or prong repair
    • Band reinforcement or thinning correction
    • Resizing adjustments
  • Clients are responsible for shipping costs both ways.
  • Typical repair turnaround time is 2–3 weeks from receipt of the piece.

Please note: If your piece requires a new or rare stone, we cannot guarantee an identical replacement. If the exact match isn’t available, we’ll contact you for approval on an alternative that closely resembles the original.

Warranty & Care

We understand that fine jewelry is delicate and occasional wear and tear is natural. At NYX Jewel, we stand behind the quality of our craftsmanship and offer a lifetime warranty covering manufacturing defects. We are always here to help you care for your jewelry — because every NYX piece is made to last and shine for generations.

For any questions regarding cancellations, returns, exchanges, or repairs, please contact us at:
📧 care@nyxjewel.com