Refund policy

📦 Returns & Refunds Policy

Last Updated: 22 July 2026

At Nuvella Jewellery, we are committed to providing high-quality jewellery and exceptional customer service. If you are not completely satisfied with your purchase, we're here to help.

This Returns & Refunds Policy complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and all other applicable South African laws.

1. 📅 14-Day Return Policy

We offer a 14-day return period from the date your order is delivered.

To be eligible for a return, your product must:

  • Be returned within 14 days of delivery.
  • Be unused and in a resalable condition.
  • Be in its original packaging.
  • Include all accessories and components.
  • Be accompanied by proof of purchase.

Returns that do not meet these requirements may be refused.

2. 📧 How to Start a Return

To request a return, please contact us before sending your item back.

Email: info@nuvella.co.za

Please include:

  • Your full name.
  • Your order number.
  • Your email address.
  • The reason for the return.
  • Photos or videos (if the item is damaged or defective).

Returns sent back without first contacting us and receiving return instructions may not be accepted.

3. 🔄 Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery, provided that:

  • The jewellery has not been worn.
  • The product is complete and undamaged.
  • The product is returned in its original packaging.

Customers are responsible for the cost of returning products for change-of-mind returns.

Original shipping charges are non-refundable unless required by South African law.

4. 💍 Jewellery Condition

For hygiene and quality reasons, returned jewellery must be in its original, unworn condition.

We cannot accept returns for items that have:

  • Been worn or used.
  • Been altered, resized, or modified.
  • Been intentionally damaged.
  • Missing original packaging or accessories.

This limitation does not apply where the product is defective or where South African law provides otherwise.

5. 🛠️ Defective or Faulty Products

Your purchase is protected under the Consumer Protection Act.

If your Nuvella Jewellery product develops a manufacturing defect within 6 months of delivery, you may be entitled to one of the following remedies provided by the CPA:

  • Repair.
  • Replacement.
  • Refund.

This warranty does not apply where the defect is caused by:

  • Misuse or abuse.
  • Negligence.
  • Accidental damage.
  • Failure to follow care instructions.
  • Unauthorised repairs or modifications.
  • Normal wear and tear.

Nuvella Jewellery reserves the right to inspect returned products before approving a warranty claim.

6. 📦 Damaged or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order is damaged, defective, incomplete, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.
  • Clear photographs of the packaging.
  • Clear photographs of the product.
  • A brief description of the issue.

We will work with you to resolve the issue as quickly as possible.

7. ❌ Non-Returnable Items

  • Jewellery that has been worn or damaged after delivery.
  • Products damaged through misuse or accidental damage.
  • Products missing accessories or components.
  • Products returned without proof of purchase.
  • Gift cards.
  • Clearance or final-sale items where permitted by law.

8. 🔁 Exchanges

We replace products only if they:

  • Are defective.
  • Arrive damaged.
  • Were supplied incorrectly.

If you would like a different colour or variation, please return the original product (if eligible) and place a new order.

9. 💳 Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow up to 10 business days for the funds to reflect in your account. Depending on your bank or payment provider, processing times may vary.

If more than 15 business days have passed since your refund was approved, please contact us at info@nuvella.co.za.

10. ⚖️ Your Consumer Rights

Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

📞 Contact Us

If you have any questions regarding returns or refunds, please contact us.

Nuvella Jewellery Customer Support

📧 nuvelainfo@gmail.com