Refund policy
REFUND POLICY
We have a 14-day return policy for ready-to-ship items, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, including any certificates of authenticity or grading reports provided with the piece. You'll also need the receipt or proof of purchase.
To start a return, contact us at sales@nuralet.com with your order number and reason for return. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Given the value of our products, all returns must be shipped using a trackable, insured shipping method. We recommend keeping proof of shipment until your return has been confirmed as received. Nuralet is not responsible for items lost or damaged in transit on a return shipment.
You can always contact us for any return question at sales@nuralet.com.
CUSTOM AND MADE-TO-ORDER ITEMS Custom and made-to-order pieces - including but not limited to bespoke commissions, custom chains, grillz, and any item made to your specified weight, length, stone selection, or engraving - are final sale and not eligible for return, refund, or exchange once production has begun. This is because these pieces are manufactured specifically for you and cannot be resold. Any deposit or payment made toward a custom order is non-refundable once production has commenced, except in the case of a manufacturing defect (see "Damages and issues" below).
If you wish to cancel a custom order before production has begun, contact us immediately at sales@nuralet.com. We will do our best to accommodate cancellation requests submitted before your order enters production, but cannot guarantee this once your order has been confirmed and sent to production.
DAMAGES AND ISSUES Please inspect your order upon reception and contact us immediately at sales@nuralet.com if the item is defective, damaged in transit, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the item and packaging where possible, as this helps us resolve the issue quickly. Claims for damage or defect must be submitted within 7 days of delivery.
EXCEPTIONS / NON-RETURNABLE ITEMS The following items cannot be returned:
- Custom, made-to-order, or personalized pieces (see above)
- Items that have been resized, altered, or engraved after delivery
- Items showing signs of wear, damage not present at delivery, or missing original packaging, tags, or certification
- Sale or clearance items
- Gift cards
Please get in touch if you have questions or concerns about your specific item.
EXCHANGES The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, place a separate order for the new item.
RETURN SHIPPING AND CUSTOMS For international orders, you are responsible for the cost of return shipping unless the return is due to our error (wrong item shipped, manufacturing defect, or damage in transit), in which case we will cover reasonable return shipping costs. Any customs duties, import taxes, or fees paid on the original shipment are non-refundable, and you are responsible for any additional fees incurred when the item is returned to us.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return eligible, ready-to-ship items within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, and this cooling-off right does not apply to custom, made-to-order, or personalized items, which are exempt under EU consumer law as goods made to the consumer's specifications.
REFUNDS We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or payment provider to process and post the refund. Refunds are issued for the price paid for the item and do not include original shipping charges, customs duties, or import taxes, except where the return is due to our error.
Because our pricing may reference live precious metal spot prices at the time of your order, refunds are issued for the amount actually paid at checkout, not the spot price at the time the refund is processed.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at sales@nuralet.com.