Warranty & Jewellery Care

1. Our Commitment to Product Quality

At NORVQ, we want our customers to enjoy their jewellery and feel confident when shopping with us.

We aim to provide product information that accurately describes each item's materials, specifications and care requirements.

If you experience a problem with an item purchased from NORVQ, please contact us so we can review the issue and explain the available options.

2. Product Issues and After-Sales Support

If your item arrives damaged, faulty or materially different from its description, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos where relevant.

• Any additional information reasonably needed to assess your request.

Please do not dispose of or alter the item before contacting us if doing so may make it more difficult to assess the issue.

After reviewing your enquiry, we will explain the appropriate next steps.

Depending on the nature of the issue and your applicable rights, a repair, replacement, refund or another remedy may be available.

3. Voluntary Warranty

Any additional commercial warranty offered by NORVQ will be described in the relevant product information or separate warranty terms.

Unless an additional warranty is expressly stated, this page does not promise a fixed commercial warranty period.

A voluntary warranty is separate from statutory consumer rights. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under applicable law, including the Australian Consumer Law where applicable.

4. What to Know About Silver Jewellery

Silver jewellery can naturally change in appearance over time.

Depending on the material composition, surface finish, storage conditions and exposure to air, moisture, cosmetics or chemicals, some items may develop tarnish or changes in lustre.

Such changes do not automatically mean that an item is defective. However, if you believe your product has a manufacturing fault or does not match its description, please contact us for an assessment.

The exact composition of each item should be confirmed through its individual product description.

5. Everyday Jewellery Care

Keep Jewellery Dry Where Appropriate

Moisture may affect some metals, finishes, adhesives or decorative components. Where appropriate for your item, remove your jewellery before showering, swimming or exercising.

Avoid Harsh Chemicals

Perfume, hairspray, cosmetics, cleaning products and chlorinated water may affect certain jewellery materials and finishes.

Allow cosmetics and fragrances to dry before putting on your jewellery where practical.

Store Jewellery Carefully

When not wearing your jewellery, store it in a clean, dry place away from direct sunlight and excessive humidity.

Keeping pieces separate can help reduce scratching, tangling and contact between different metals.

Clean Gently

Use a soft, clean jewellery cloth where suitable for the material and finish.

Avoid abrasive materials, strong cleaning chemicals and unsuitable polishing products, particularly on plated, coated or decorative surfaces.

Follow Product-Specific Instructions

Different jewellery pieces require different care methods. If your item includes gemstones, plating, coatings, pearls or other decorative elements, check the product-specific instructions before cleaning.

If you are unsure, contact us before using a specialist cleaning solution.

6. Situations That May Require Assessment

Damage caused by accidental impact, improper storage, inappropriate cleaning products, unauthorised alterations or ordinary wear may affect the appearance or condition of jewellery.

These circumstances will be considered when assessing an after-sales enquiry. They do not automatically determine whether a customer is entitled to a remedy under applicable consumer law.

Each case will be reviewed according to the product, the circumstances and the rights applicable to the transaction.

7. How to Request After-Sales Assistance

To request assistance:

1. Contact NORVQ with your order number.

2. Explain the issue and when it occurred.

3. Provide photographs or other relevant information where appropriate.

4. Wait for our instructions before returning the item.

Please do not send an item to an unconfirmed return address.

We will review your enquiry and explain the available options and any necessary return arrangements.

8. Australian Consumer Rights

Where the Australian Consumer Law applies, consumer guarantees provide rights that exist independently of any voluntary warranty offered by a business.

Depending on the circumstances, these rights may entitle a customer to a repair, replacement, refund or other remedy.

Nothing in this Warranty & Jewellery Care policy is intended to remove or limit any consumer rights that cannot lawfully be excluded or limited.

9. Contact Us

For product care questions, warranty enquiries or after-sales support, please contact NORVQ.

Website: https://www.norvq.com/

WhatsApp: +86 190 7317 6765

Please include your order number when contacting us about a previous purchase.

Thank you for choosing NORVQ.