Last updated: August 24, 2026

At NovaLume, we want you to feel confident when shopping with us. If something isn't right with your order, please review the information below and contact us if you need assistance.

1. Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item should generally be:

• Unused and unworn

• In its original condition

• Returned with its original packaging, where applicable

• Accompanied by your order number or other proof of purchase

Please contact NovaLume before sending any item back so we can review your request and provide return instructions.

2. Earrings and Hygiene

For hygiene reasons, earrings that have been worn or used may not be eligible for return unless they are faulty, damaged, or otherwise covered by applicable consumer protection laws.

This does not affect any statutory rights you may have.

3. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the item and, where relevant, its packaging

Once we review the information, we will work with you to provide an appropriate solution, which may include a replacement or refund depending on the circumstances.

4. Return Shipping

For returns made because you changed your mind, return shipping costs may be the customer's responsibility, subject to applicable consumer law.

If an item is confirmed to be damaged, defective, or incorrect, NovaLume will provide an appropriate solution in accordance with applicable law.

Please contact us before returning any product.

5. Refunds

Once an eligible return has been received and reviewed, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

The time it takes for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

6. Original Shipping Charges

Original shipping charges, where applicable, may not be refundable for change-of-mind returns except where required by applicable consumer law.

7. Order Cancellations

If you need to cancel or change an order, please contact NovaLume as soon as possible.

We will try to accommodate your request, but we cannot guarantee cancellation or modification once an order has entered processing or has been shipped.

Any cancellation rights provided by applicable consumer law remain unaffected.

8. Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including:

• Items that have been worn or used and cannot be returned for hygiene reasons

• Items damaged after delivery through misuse or improper care

• Personalized or custom-made items, if applicable

Any statutory rights relating to faulty or misdescribed goods remain unaffected.

9. International Returns

Customers outside our primary operating region should contact us before returning an item.

We will provide instructions based on the order, destination, and reason for the return.

Do not send a return to an address shown on a package without first contacting NovaLume, as the appropriate return location may differ.

10. Your Consumer Rights

Nothing in this policy is intended to exclude or limit consumer rights that cannot legally be excluded.

Depending on where you live, additional cancellation, return, refund, or warranty rights may apply.

11. Contact Us

To request a return, report a problem with an order, or ask a question about a refund, please contact NovaLume through the Contact page on our website.