Returns & Refunds

Every NYXNOOR piece is non-prefabricated and handcrafted only after the customer confirms individual specifications such as the design, gemstone, metal, ring size, finish or engraving.

All orders may be cancelled for a full refund only when the cancellation request is received within 24 hours of purchase. After this 24-hour window, the order enters our committed design, material-sourcing, preparation and production process and cannot be cancelled because of a change of mind.

Custom-Made Items and the EU 14-Day Withdrawal Rule

EU consumers generally have 14 days after delivery to withdraw from an online purchase without giving a reason. However, Article 16(c) of Directive 2011/83/EU provides an exception for goods made to the consumer’s specifications or clearly personalized.

Every NYXNOOR item is non-prefabricated and produced specifically for one customer according to confirmed individual specifications. Therefore, the 14-day change-of-mind withdrawal period does not apply to NYXNOOR custom orders where this exception is permitted by applicable law.

This custom-made exception does not affect mandatory rights relating to faulty, damaged or non-conforming goods.

Damaged, Defective or Incorrect Items

Please inspect your jewelry promptly after delivery. To help us document carrier damage and resolve visible delivery issues quickly, please contact us within 5 calendar days of delivery if your order arrives damaged, contains a visible manufacturing defect or differs materially from the confirmed order details.

Please provide:

• Your full name and order number.
• A clear description of the issue.
• Detailed photographs and, when requested, a short video.
• Photographs of the parcel and packaging if shipping damage occurred.

The 5-day notification request helps us investigate delivery issues and does not reduce any mandatory legal guarantee or consumer remedy. Do not return jewelry before receiving written authorization and return instructions from NYXNOOR.

EU Legal Guarantee

Where EU consumer law applies, goods are covered by a minimum 2-year legal guarantee from the date of delivery for a lack of conformity. This includes goods that are faulty, materially different from the confirmed description or not fit for an agreed purpose. Some national laws may provide longer protection.

Confirmed issues will normally be resolved through repair or replacement without charge. A price reduction or refund will be provided where required by applicable law, including where repair or replacement is impossible, disproportionate, unsuccessful or cannot be completed within a reasonable time.

The custom-made nature of an item removes the change-of-mind withdrawal right where the legal exception applies, but it does not remove the legal guarantee. Any additional NYXNOOR commercial warranty does not replace, shorten or restrict mandatory consumer rights.

What Is Not Normally Considered a Manufacturing Defect

• Natural inclusions, patterns, transparency or color variations in natural gemstones.
• Normal color-change behavior in gemstones such as alexandrite.
• Minor differences caused by lighting, photography, screen settings or image enlargement.
• Slight variations resulting from hand-finishing and handcrafted production.
• An incorrect ring size selected or supplied by the customer.
• Normal wear, scratches, gradual finish changes or damage caused after delivery.
• Damage caused by impact, bending, chemicals, improper storage or unauthorized repair.

Ring Sizing and Resizing

Customers are responsible for confirming the correct ring size before ordering. A ring produced in the confirmed size is not defective simply because it does not fit as expected.

Resizing availability depends on the ring structure, setting, gemstone arrangement and requested size difference. Some designs cannot be safely resized and may require remaking. Any applicable resizing, remaking and shipping charges will be confirmed before work begins.

Authorized Returns

Returns are accepted only for an approved inspection, repair, replacement or another legally required remedy. Customers must contact NYXNOOR before sending jewelry back. Unauthorized returns may be refused.

When a claim is confirmed under applicable consumer law, NYXNOOR will cover the necessary reasonable standard return-shipping cost and provide shipping instructions. Please do not purchase express or exceptional shipping services without written approval.

Refund Processing

When a refund is the agreed or legally required remedy, it will normally be processed within 7 business days after approval and issued to the original payment method. Banks and payment providers may require additional processing time.

No restocking or craftsmanship fee will be deducted from a confirmed faulty or non-conforming goods remedy. Original standard delivery charges, taxes and other amounts will be refunded when required by applicable law.

Contact Us

For cancellation, delivery, return or refund questions, please contact us through our Contact Us page. Include your order number and clear photographs where relevant.

Nothing in this policy excludes or limits mandatory consumer rights that apply under the laws of the customer’s location. Where applicable law provides stronger rights, those legal requirements take priority.