Refund policy

Overview

All Nova Embrace jewellery is handcrafted and, in many cases, made to order. Each piece is individually produced in accordance with the customer’s selected size, design, and specifications.

Because of the bespoke nature of our products, this policy explains the circumstances under which returns, exchanges, and refunds may apply.

Non-Returnable Items (Change of Mind)

To the fullest extent permitted by applicable law, we do not accept returns or exchanges for:

  • change of mind after purchase;
  • incorrect sizing provided by the customer;
  • preference or aesthetic dissatisfaction upon receipt; or
  • made-to-order or personalised items once production has commenced.

Customers are responsible for ensuring that all order details are correct at the time of purchase, including size and product selection.

Defective, Damaged, or Incorrect Items

We are committed to the quality of our craftsmanship.

You may be eligible for a remedy if your item is:

  • defective due to a manufacturing fault;
  • damaged during transit; or
  • materially different from the design or specification confirmed at checkout.

If you believe your item meets any of the above conditions, you must notify us in writing within 7 (seven) days of receiving your order, including clear photographic evidence of the issue.

Remedies

Where a claim is valid and confirmed, we will, in accordance with applicable consumer protection legislation, offer one of the following remedies:

  • repair of the item;
  • replacement of the item; or
  • refund (where repair or replacement is not reasonably possible).

The appropriate remedy will be determined at our discretion in line with legal requirements.

Condition of Returns (if applicable)

Where a return is approved, items must be returned in their original condition and packaging.

We reserve the right to decline any claim where the item shows signs of wear, alteration, misuse, or damage not caused during manufacture or transit.

Legal Rights

Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws, including the Consumer Protection Act 68 of 2008. Where such rights apply, they will take precedence over this policy.

Contact

For all return or refund enquiries, please contact: adminnovaembrace@gmail.com