Refund policy

More than anything, we want you to be happy with your purchase. If something doesn't look right or doesn't feel right, send us an email and we'll make sure it gets sorted out.

Order Cancellations & Changes

Once an order has been confirmed, it is locked for processing and can no longer be cancelled or modified.

Please note:

  • Personalized or custom-made items may be locked immediately after checkout and cannot be modified.
  • During busy or holiday periods, change requests may slightly delay delivery, although we always strive to process changes quickly.

By completing your purchase, you agree to these terms.

14-Day Right of Withdrawal (EU Customers)

If you're an EU customer, you have the right to withdraw from your purchase within 14 days of receiving your order, without needing to provide a reason.

This right applies only to non-personalized, standard items.

Please note: personalized, customized, or made-to-order items — including any item with engraved names, custom initials, birthstones, dates, photos, or any other individual specification — are excluded from the 14-day withdrawal right under EU consumer law (Directive 2011/83/EU, Article 16(c)). This exclusion is because these items are made specifically for you and cannot be resold. Any withdrawal request for a personalized item will be declined.

How to exercise the right of withdrawal:

Send an email to support@nivora.co.za within 14 days of receiving your order, stating that you wish to exercise your right of withdrawal. We'll reply with the return address details.

  • You have 14 days from your withdrawal notice to ship the item back
  • The item must be returned in its original, unused condition
  • You are responsible for the cost of return shipping
  • Once we receive and inspect the returned item, we'll refund your original payment (excluding the original shipping cost you paid) within 14 days

Replacements & Refunds

We take full responsibility for your order within 30 days of delivery if the item:

  • Arrives damaged or defective
  • Is incorrect or doesn't match your order confirmation
  • Breaks shortly after delivery under normal use
  • Was lost or not delivered (provided the shipping address was entered correctly)

Your Options

If something isn't right with your order, we want to make it up to you — and we offer three ways to resolve it. Each option is available depending on your situation:

Option 1 — Free Replacement (fastest and most popular)
We ship you a new item at no cost. No return needed in most cases. You keep the piece and get back to enjoying your jewelry without delay.

Option 2 — Store Credit with Bonus (best value)
Instead of a monetary refund, we can issue store credit to your Nivora account — with an extra 15% bonus added on top as a thank-you for staying with us. For example, a €50 order becomes €57.50 in store credit, ready to use on your next purchase.

Store credit:

  • Is issued instantly, no return required in most cases
  • Never expires
  • Can be applied to any product in our store
  • Includes a 15% bonus over the original amount

We recommend this option because it means you get more value AND we get another chance to serve you better next time.

Option 3 — Monetary Refund
If you'd prefer your money back to the original payment method, this option is always available. Please note that a return of the item may be required depending on the situation, and processing times depend on your bank or payment provider (typically 5–10 business days).

Refunds requiring a return

If you'd prefer a monetary refund rather than a replacement or store credit, the item must be returned and received by our supplier before a refund can be processed. Store credit is often available faster and includes a 15% bonus — if that works for you, just let our support team know when you contact us.

Contact us to receive the return address details. Once the returned item is confirmed as received:

  • The refund will be issued to the original payment method
  • Processing time depends on your bank or payment provider

Refunds not eligible

Unfortunately, refunds or returns cannot be offered for the following reasons:

  • Requests submitted more than 30 days after delivery (except where the 14-day EU right of withdrawal applies to non-personalized items)
  • Change of mind or personal preference on personalized/customized items
  • Items damaged due to improper use or wear and tear
  • Shipping delays beyond our control after the order has been shipped

We always provide tracking information so delivery progress can be followed.

Special replacement cases (a small fee may apply)

In some cases, a replacement can still be arranged for a small fee, for example when:

  • The wrong size, design, or personalization was selected at checkout
  • The order could not be delivered due to an incorrect or incomplete address

Need help?

If you're experiencing any issues, please contact our support team at support@nivora.co.za and include your order number. Our Customer Happiness team is here for you and will guide you through the next steps as smoothly as possible.

Thank you for your trust — we truly appreciate your support and the opportunity to make things right whenever needed.

When you contact us, feel free to mention which resolution option works best for you — replacement, store credit with bonus, or monetary refund — and we'll take it from there.