Refund policy


RETURNS, EXCHANGES & WARRANTY POLICY

Understanding NHU Jewelry

Every piece from NHU Jewelry is handcrafted to order. When you place an order, I personally select your gemstone (or you choose from my available collection), design your piece, and hand-fabricate it specifically for you. Because of the custom nature of this work, my policy reflects the time, skill, and materials invested in creating your jewelry. 

MADE-TO-ORDER JEWELRY

All sales are final once your order is placed and payment is received for made-to-order jewelry (as marked on product pages).

Made-to-order includes bespoke pieces, Build Your Own designs, Customized designs, and any jewelry handcrafted to your specifications.

Why? Your piece isn't pulled from a shelf. It's created specifically for you. From stone selection to the final polish, each piece represents hours of skilled metalwork that cannot be resold once fabricated to your specifications.

SATISFACTION & ADJUSTMENTS

I want you to love your piece. If your made-to-order jewelry needs design adjustments within 30 days of delivery (changing stone setting, band width, design elements), contact me for a quote. Adjustment fees based on complexity and any material or gemstone price differences may apply.

READY-TO-SHIP ITEMS

Items purchased from the Ready to Ship Collection can be returned within 30 days of delivery if:

  • Unworn and unaltered
  • In original, sellable condition
  • All original packaging included

How to Return:

  1. Email n.phan@nhujewelry.com within 30 days of delivery

  2. Include your order number and item(s) to return

  3. Wait for return authorization before shipping

  4. You are responsible for return shipping costs

  5. Refund issued within 10 business days of receiving and inspecting your return

  6. Original shipping costs are non-refundable

QUALITY GUARANTEE & WARRANTY

While all sales are final on made-to-order jewelry, I stand behind the quality of my craftsmanship 100%.

Defects or Damage Upon Arrival

  • Inspect your jewelry immediately upon delivery
  • Contact me within 48 hours if your item is defective, damaged, or incorrect
  • I will review your photos and authorize return if applicable
  • For confirmed defects: I will repair, replace, or refund at no cost to you
  • Return shipping covered by NHU Jewelry for confirmed defects only

SIZING

1- Year Warranty (Solid Gold Jewelry)

All solid gold jewelry comes with a 1-year warranty from delivery, which includes:

  • One complimentary resize on rings and bracelets
  • Polishing and cleaning

  • Tightening of prongs on gemstone jewelry

What the warranty does NOT cover: 

  • Loss of stones or damage to stones due to daily wear and tea
  • Wear and tear or accidental damage caused by the customer
  • Jewelry worked on by another jeweler (voids warranty)
  • Loss of the jewelry piece itself

For warranty service: You are responsible for all shipping costs (to me and return shipping back to you). I recommend tracked, insured shipping as I am not responsible for items lost in transit.

Included in 1-Year Warranty (Solid Gold Pieces):

  • One complimentary resize within 1 year of delivery
  • You cover all shipping costs

After your complimentary resize or for non-gold pieces:

  • Resizing available for a fee (cost depends on complexity)
  • Contact me for a quote

WHAT IS NOT RETURNABLE

  • Made-to-order jewelry
  • Earrings (hygiene reasons)
  • Gift cards
  • Sale or clearance items (marked as final sale)
  • Any jewelry after 30 days from delivery
  • Worn, altered, or damaged items
  • Items returned without prior authorization

EXCHANGES

I do not offer exchanges on made-to-order jewelry. However:

  • Not happy with the design? See Satisfaction & Adjustments above. I can help make design modifications within 30 days of delivery (fees apply)
  • Quality issue? I will repair or replace your piece under the Quality Guarantee & Warranty above

CANCELLATIONS

Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, production has begun and all sales are final.

HOW TO REQUEST A RETURN OR WARRANTY SERVICE

For Defects (Within 48 hours of delivery):

  1. Email me at n.phan@nhujewelry.com

  2. Include your order number and clear photos of the issue

  3. I will review and provide return instructions if your return qualifies

For Warranty Service (Within 1 year for solid gold):

  1. Email me at n.phan@nhujewelry.com

  2. Include your order number and describe the service needed (resize, cleaning, prong tightening)

  3. I will provide shipping instructions

  4. You are responsible for all shipping costs

Items sent back without prior authorization will not be accepted.

REFUND PROCESSING

For approved returns (confirmed defects or ready-to-ship items within 30 days):

  • Refund issued within 10 business days of receiving and inspecting your item
  • Refunded to original payment method
  • Original shipping costs are non-refundable

HAVE QUESTIONS?

I understand buying handcrafted jewelry is an investment. If you have any concerns about sizing, design, or gemstone selection before ordering, please reach out. I'm here to ensure you love your piece.

Email: n.phan@nhujewelry.com

This policy reflects my commitment to creating beautiful, lasting jewelry while honoring the custom nature of handcrafted work. Thank you for supporting small-batch, ethical jewelry.