Refund policy
Return & Refund Policy
Last updated: June 15, 2026
At NACAVIE, we want you to feel confident and happy with your jewelry. If your order is not quite right, please contact us and we will do our best to help.
This Return & Refund Policy applies to purchases made through nacavie.com.
Return Window
We accept return requests within 14 days after delivery.
To be eligible for a return, your item must be:
- Unused and unworn
- In its original condition
- In the original packaging
- Free from signs of wear, perfume, makeup, stains, scratches, or damage
Returns requested after 14 days from delivery may not be accepted.
Non-Returnable Items
For hygiene, safety, and product protection reasons, the following items cannot be returned unless they arrive damaged, defective, or incorrect:
- Earrings
- Personalized or customized items
- Gift cards
- Final sale items
- Items showing signs of wear, use, alteration, or damage after delivery
Please note that freshwater pearls are naturally formed. Slight variations in shape, color, surface texture, luster, and size are part of their natural character and are not considered defects.
How to Start a Return
To request a return, please contact us at:
Please include:
- Your order number
- The email address used for the order
- The item you would like to return
- The reason for the return
- Clear photos if the item arrived damaged, defective, or incorrect
Please do not send your item back before contacting us. Returns sent without prior approval may not be accepted.
Once your return request is approved, we will provide return instructions and the return address.
Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
Original shipping fees are non-refundable.
We recommend using a trackable shipping service. We are not responsible for returned packages that are lost in transit.
If a return is shipped without tracking and the package is lost or cannot be verified as delivered, we may not be able to process the refund.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include your order number and clear photos of the issue, including the item and packaging where possible.
Once the issue is reviewed and verified, we will offer a suitable solution, such as a replacement, store credit, or refund.
Damage caused by normal wear, improper care, accidental damage, misuse, or unauthorized repair is not considered a defect.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow 3–7 business days for us to process the refund after receiving your return. Your bank, credit card provider, or payment provider may take additional time to post the refund to your account.
Original shipping fees, return shipping fees, and any additional shipping-related costs are non-refundable unless the item is damaged, defective, or incorrect.
Exchanges
We do not offer direct exchanges at this time.
If you would like a different item, size, or style, please return the original item first. Once your return is approved, you may place a new order.
Order Cancellations
If you need to cancel or change your order, please contact us as soon as possible at:
We can only cancel or modify an order before it has been processed or shipped.
Once an order has been processed or shipped, it cannot be canceled.
Refused or Undeliverable Packages
If a package is refused, unclaimed, returned due to an incorrect address, or returned because the customer was unavailable to receive it, the original shipping fee and any return shipping costs may be deducted from the refund.
Please make sure your shipping address is complete and accurate before placing your order.
Return Approval
NACAVIE reserves the right to refuse returns that do not meet the conditions of this policy.
Items returned in used, worn, damaged, altered, or incomplete condition may not be eligible for a refund.
Contact Us
For any return or refund questions, please contact us at:
