Return & Refund Policy
Thank you for shopping with NAORYA. We take great pride in the craftsmanship of our handmade crystal jewellery. Your satisfaction is important to us, and the following policy explains how we handle returns and refunds for both retail and wholesale customers.
1. Retail Customers
1.1 Returns
- Return Window — 14 days: You may request a return within 14 days of receiving your item.
- Item Condition: Products must be unused, unworn and inside their original packaging.
- Non‑returnable items: custom or personalised pieces, items purchased on sale or promotion, and earrings (for hygiene reasons).
- Authorisation Required: Email care@naorya.com to obtain approval and the return address. Returns sent without prior authorisation will not be accepted.
- Return Shipping: The customer is responsible for return shipping costs.
1.2 Refunds
- Refunds are issued to the original payment method (e.g. PayPal) once the returned item passes inspection.
- Original outbound shipping fees are non‑refundable.
- We reserve the right to deduct a restocking fee of up to 15 % to cover handling and packaging costs.
1.3 Damaged or Incorrect Items
If your order arrives damaged or incorrect, please email care@naorya.com within 3 days of delivery and attach clear photos of the issue. We will offer a replacement or full refund at our discretion.
1.4 Note on Shipping Deductions
Although many of our retail orders ship free, the original shipping cost we cover (which reflects our actual cost of international delivery) will be deducted from your refund unless the return is due to a product defect or shipping error.
2. Wholesale Clients
2.1 No Return or Refund Policy
- All wholesale orders are processed on a final‑sale basis and are non‑returnable and non‑refundable, unless the items arrive damaged.
- Customization details (size, colour, quantity) must be confirmed before payment.
- Payments made via Payoneer bank transfer are considered final. Due to the nature of wholesale and custom production, we do not accept cancellations or returns once payment is received.
- In the rare event of transit damage, contact us within 3 days of delivery with photographic evidence so we can propose an appropriate solution (replacement or partial refund).
3. Contact Us
If you have any questions about this policy or about the quality of your order, please email us at care@naorya.com. We aim to respond within 24 hours.