EnglishReturns & Refunds
Returns & Refunds
Our Returns and Refunds Policy
At NORVQ, we want you to feel confident when purchasing jewellery from our store. If an item does not meet expectations or there is a problem with your order, please contact us so we can review the situation and explain the available options.
Our standard return policy is outlined below. It operates alongside any consumer rights and remedies available under applicable law, including the Australian Consumer Law where applicable.
1. Standard Return Window
Eligible items may be returned within 30 days of delivery under our standard returns policy.
To qualify for an ordinary change-of-mind return, the item must generally be:
Unused and unworn.
In its original condition, without damage caused after delivery.
Returned with its original packaging and any included components.
Submitted for return after contacting our customer service team and receiving return instructions.
Please contact us before sending any item back. Returns sent without prior communication may take longer to identify and process.
The standard 30-day return window does not limit any rights or remedies available under applicable consumer protection laws.
2. Damaged, Faulty or Incorrect Items
If your jewellery 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 showing the item and any visible damage, where relevant.
Photographs of the packaging if it appears to have been damaged during transit.
For prompt assessment under our standard procedure, we ask customers to notify us within 48 hours of delivery when a defect or delivery-related issue is discovered.
This notification request helps us investigate the matter promptly. It does not remove or restrict any consumer guarantee, remedy or other right that applies by law.
After reviewing your enquiry, we will explain the next steps. Depending on the nature of the issue and applicable law, an appropriate remedy may include a repair, replacement, refund or another resolution.
For confirmed quality-related returns covered by our policy, NORVQ will cover or arrange reasonable return shipping as appropriate.
3. Change-of-Mind Returns
If you change your mind, choose the wrong size or decide that an item does not suit your personal preference, you may request a return within the standard 30-day return window, subject to the eligibility conditions above.
For eligible change-of-mind returns:
The buyer is responsible for the return shipping cost.
The original shipping fee is non-refundable under our standard policy.
The item must be returned unused, intact and in its original packaging.
You must contact us before sending the item back.
A change-of-mind return is separate from a claim involving faulty, misdescribed or otherwise non-compliant goods. Any rights that apply under consumer protection law remain unaffected.
4. Customised and Personalised Items
Customised and personalised items are excluded from ordinary change-of-mind returns under our standard policy.
However, this exclusion does not apply where a repair, replacement, refund or another remedy is required under applicable law, including for eligible faulty or misdescribed goods.
If you are unsure whether a particular product qualifies for a return, please contact us before purchasing or arranging a return.
5. Return Authorisation and Instructions
To start a return, contact us through WhatsApp at +86 190 7317 6765.
Please include:
Your order number.
The product you wish to return.
The reason for the return.
Relevant photographs, if the item is damaged, faulty or incorrect.
Our team will review your request and provide the applicable return instructions, including the return destination and any relevant shipping arrangements.
Please do not send an item to an address that has not been confirmed by NORVQ.
6. Return Inspection
Once a returned item is received, it may be inspected to confirm its condition and assess the reason for return.
For ordinary change-of-mind returns, the item must meet the eligibility requirements described in this policy.
Where an item is alleged to be faulty or not as described, our assessment will take into account the reported issue and any applicable consumer rights. A customer's statutory rights will not be removed simply because an item has been used or its original packaging is unavailable where the law provides otherwise.
We will communicate the outcome and explain any available resolution.
7. Refund Processing
Where a refund is approved, it will generally be issued through the original payment method where possible.
Please allow time for the payment provider or financial institution to process the refund. The time required for funds to appear in your account may vary.
For eligible change-of-mind returns, the original shipping fee is non-refundable under our standard policy. Any return shipping costs or other deductions will be handled in accordance with the applicable policy, the circumstances and relevant law.
Where a refund or other remedy is required by law, this standard policy will not override that requirement.
8. Incorrect Address or Refused Delivery
If an order cannot be delivered because an incorrect address was supplied, or a parcel is refused without a valid product-related reason, additional shipping or return-to-sender costs may arise.
Where permitted by law and appropriate to the circumstances, these additional costs may be the buyer's responsibility and may be deducted from an eligible refund.
If the parcel was refused because the goods were faulty, damaged or otherwise not as required by law, please contact us so we can review the circumstances.
9. Australian Consumer Rights
Where the Australian Consumer Law applies, consumers may have rights and remedies in relation to goods that are faulty, not fit for purpose, or do not match their description.
These rights are separate from our voluntary change-of-mind return policy.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
10. Contact Us
For return or refund enquiries, contact NORVQ via WhatsApp:
+86 190 7317 6765
Please include your order number and a clear explanation of the issue so we can review your request.
Thank you for giving us the opportunity to assist you.
