Refund policy
The Neor Luxe Promise
Returns & Refunds
A piece of fine jewelry should feel like it was always meant to be yours. If yours does not, you may return or exchange it within thirty days โ with a prepaid label, no restocking fee, and the quiet care your purchase deserves.
Our Commitment to You
Verified merchant ยท GRA certified moissanite ยท Secure checkout
Every Neor Luxe piece is set by hand, certified before it leaves us, and made to be worn for a lifetime. We would rather you love what arrives than simply keep it โ so if a piece is not right, we will make the return as effortless as the purchase.
Our policy is deliberately clear: tell us within seven days of delivery, send the piece back within thirty days of delivery, and receive the full amount you paid once it has passed inspection. This policy applies to every order placed on neorluxe.com and shipped worldwide, and sits alongside โ never in place of โ your statutory consumer rights.
The Two Dates That Matter
Both measured from the day your package is delivered
To Raise Your Request
Every return and exchange must be opened with our customer care team within seven days of delivery. Write to us and we will issue your return authorization, the return address, and a prepaid insured label. Requests raised after the seventh day cannot be authorized.
To Send It Back
Once authorized, your piece must reach us within thirty days of delivery. That is ample time to arrange collection, and it protects the certification and condition your refund depends upon. Packages shipped after the thirtieth day may no longer qualify.
The seven-day notice period exists for a reason we are happy to explain: fine jewelry is certified, insured and traceable, and an early conversation lets us protect the piece โ and your refund โ while it travels. If something has gone wrong, please do write to us the same day it arrives.
At a Glance
The essentials, in one place
| Detail | Our Policy |
|---|---|
| Notice period | Contact customer care within 7 days of delivery to open any return or exchange |
| Return window | 30 days from the date of delivery |
| Exchange window | 30 days from the date of delivery |
| Return shipping | Complimentary โ a prepaid, insured label is provided |
| Restocking fee | None |
| Inspection | Every returned piece is examined by our quality atelier before a refund is approved |
| Refund outcome | Full refund of the amount paid if the piece passes inspection. Pieces that do not meet the condition standard are declined and returned to you at our cost. |
| Refund method | The original payment method |
| Refund timing | 5โ7 business days after inspection, plus 3โ10 days for your bank to post it |
| Condition required | Unworn and unaltered, in original packaging, with the GRA and precious metal certificates |
| Return destination | United States โ the address accompanies your authorization |
Condition & Inspection
What our atelier looks for when your piece comes home
Your refund is confirmed only after inspection, and it depends entirely on the condition in which the piece returns to us. A returned piece is examined against its original certificate, weighed, and checked stone by stone โ usually within two to three business days of arriving.
To pass inspection, a piece must arrive
- Unworn and unaltered, free of scratches, sizing marks or any trace of wear
- In its original Neor Luxe box and pouch, undamaged
- With its GRA moissanite certificate and precious metal certification
- With every stone secure and the setting intact, matching the certificate exactly
- With any complimentary gift, cleaning cloth or accessory that accompanied it
- With the packing slip or order confirmation enclosed
The outcome is all or nothing โ by design. A piece that passes inspection is refunded in full, with nothing deducted. A piece that does not meet the standard above is declined, photographed, explained to you by email, and shipped back to you at our expense. We do not issue partial refunds, and we do not quietly deduct for wear โ you will always know exactly where you stand.
Pieces we are unable to accept
- Jewelry engraved, resized, repaired or altered by another jeweler
- Custom, made-to-order and personalized designs, including bespoke ring sizes
- Pieces marked Final Sale at the time of purchase
- Anything showing wear, damage, tampering or a missing stone
- Packages sent without a return authorization, or refused at delivery
- Requests raised more than seven days after delivery, or packages arriving beyond thirty days
If your piece arrives damaged, faulty or incorrect, none of the above applies. Write to support@neorluxe.com with photographs as soon as you open the package and we will replace it or refund you in full, including every shipping cost you have paid. Your statutory rights in respect of faulty goods remain untouched by this policy.
How to Return a Piece
Three steps, and our team stays beside you through each
Write to Us Within Seven Days
Email support@neorluxe.com or call +1 (917) 526-8310 with your order number and a note on what did not work. A photograph is sometimes requested. Within one business day you will receive your return authorization, the return address, and a prepaid insured label.
Pack With Care
- Return the piece in its original Neor Luxe box, with every certificate and material
- Write your order number clearly on the outside of the package
- For your security, never write "jewelry", "diamond", "gold" or any indication of value on the exterior
Send It Home Within Thirty Days
Affix the prepaid label and hand the package to the carrier. Keep the tracking receipt until your refund is confirmed. Should you prefer your own carrier, choose a tracked and insured service โ packages sent outside our label travel at your risk until they reach us.
Exchanges
A different size, a different metal, a different design entirely
An exchange follows the same path, and the same two dates. Tell us the piece, metal or ring size you would prefer when you raise your request within seven days, and we will set it aside for you. Once your original piece passes inspection, its replacement is dispatched with our compliments.
- Where the new piece costs more, a secure payment link follows for the difference.
- Where it costs less, the difference returns to your original payment method.
- One complimentary exchange accompanies each order; a further exchange is treated as a return.
- Made-to-order and engraved pieces cannot be exchanged, though we will always help where we can with sizing.
Refunds
What follows once your package reaches our atelier
Inspection is completed within two to three business days of arrival. Should your piece pass, the entire amount you paid for it is returned to your original payment method within five to seven business days. Your bank or card issuer will typically post the funds within a further three to ten days โ a delay that sits with them rather than with us.
- Approved returns are refunded in full. No restocking fee, no deduction for the return label.
- Original shipping charges are refunded where the piece was faulty, damaged or incorrect.
- Duties and taxes paid to a local authority are often recoverable directly from that authority.
- Declined returns are photographed, explained in writing, and shipped back to you at our cost.
Canceling an order. Write to us as early as you can. Orders that have not yet entered production or left our workshop are canceled and refunded in full. Made-to-order and personalized pieces begin quickly, and once a craftsman has started, material and labor already committed may be retained.
Questions, Answered
The things customers most often ask us
How long do I have to return an item to Neor Luxe?
Two dates apply, both measured from delivery. You must contact customer care within 7 days of delivery to open the return, and the piece must reach us within 30 days of delivery.
Why must I contact you within 7 days?
Fine jewelry is certified, insured and traceable. Raising your request within 7 days of delivery lets us authorize the return, insure the package and protect the certification while the piece travels back to us โ all of which protects your refund.
Do I have to pay for return shipping?
No. Neor Luxe provides a prepaid, insured return label with every authorized return, and there is no restocking fee.
Does my refund depend on the condition of the jewelry?
Yes. Every returned piece is inspected against its original certificate before a refund is approved. A piece that passes inspection is refunded in full, with nothing deducted. A piece that shows wear, alteration, damage or is missing its certificate is declined and returned to you at our cost. Partial refunds are not issued.
How long does a refund take?
Inspection is completed within 2 to 3 business days of your package arriving. Approved refunds are issued to the original payment method within 5 to 7 business days, and most banks post the funds within a further 3 to 10 business days.
Can I exchange my ring for a different size?
Yes. Standard sizes may be exchanged at no cost, provided you raise the request within 7 days of delivery and return the original piece within 30 days. Bespoke ring sizes and made-to-order designs are not eligible for exchange.
Can I return an engraved or custom-made piece?
Engraved, personalized and made-to-order pieces are created for you alone and cannot be returned or exchanged, unless they arrive damaged, faulty or not as ordered. If something is wrong with a custom piece, write to us and we will put it right.
What if my jewelry arrives damaged or is the wrong item?
Write to support@neorluxe.com with photographs of the piece and its packaging as soon as you open the package. We will arrange a replacement or a full refund including every shipping cost, and no exclusion in this policy will be applied.
Do you accept international returns?
Yes, from every country we ship to, under the same terms. Returns travel to our United States address, which accompanies your return authorization. Duties or taxes paid to your local authority are often recoverable directly from that authority.
Is my moissanite protected after the return window closes?
Yes. Every Neor Luxe moissanite carries a lifetime warranty against loss of brilliance, fire or clarity, and manufacturing defects in the setting are covered separately. Write to our team and we will assess, repair or replace the piece.
Customer Care
Begin Your Return
Our team replies within one business day, seven days a week. Please write to us within seven days of delivery.
Write to Us
Email ย support@neorluxe.com
Phone ย +1 (917) 526-8310
Returns ย 1001 S Main St, Ste 500, Kalispell, MT 59901-1498, USA
Please do not ship a return before your authorization has been issued.
Last updated August 13, 2026 ยท Neor Luxe ยท GRA Certified Moissanite & Fine Jewelry