Refund policy

I. Introduction

At Nucielle, we are committed to providing exquisite accessories and exceptional service. This policy outlines the directives for our partners and clients. To maintain the integrity of our brand experience, all disputes must be submitted through our official channels. Please review these terms carefully, as failure to adhere to these guidelines may result in account limitations.

II. Dispute Submission Requirements

To ensure a seamless resolution, please provide the following when opening a dispute:

  • Visual Evidence: High-resolution photos or videos demonstrating the issue (e.g., damage or incorrect items).

  • Documentation: Screenshots of the customer complaint, including the sender’s name, date, and specific content.

  • Physical Returns: If our team requests a return, the items must be shipped to our designated facility in their original condition.

III. Eligibility for Refunds & Replacements

A. Shipping Delays

We understand the anticipation of a new accessory. Dispute timelines are based on the destination:

  • USA: Disputes may be opened if the order has not arrived 45 days after departing our warehouse.

  • Brazil: Due to complex customs, the timeframe is 110 days.

  • Note: If tracking shows "Delivered" but the customer claims non-receipt, Nucielle will initiate an investigation (typically 1–2 months). We recommend customers contact their local post office for "held" packages or "self-pickup" scenarios before filing a dispute.

B. Non-Delivery

  • Confirmed Delivery: We do not offer refunds/resends if tracking confirms successful delivery.

  • Delivery Alerts: If a package is returned due to "Incorrect Address," "Unclaimed," or "Refused," Nucielle is not responsible for the lost product. If the item returns to our warehouse safely, it will be added to your private inventory.

C. Damaged Products

  • Major Damage: Full refund or replacement provided.

  • Partial Damage: (Excluding minor threads or slight wrinkles) Partial refund or replacement provided.

  • Note: For jewelry and fragile accessories, a refund is often the preferred resolution. We cannot offer refunds for damage to the external packaging/boxes incurred during international transit.

D. Incorrect or Missing Items

Nucielle maintains strict quality control. Should an error occur:

  • Wrong Item: Full refund or replacement.

  • Wrong Color/Size: Refund or resend provided upon proof of customer complaint.

  • Missing Parts/Accessories: We will ship the missing component or provide a partial refund. If the missing part renders the accessory unusable, a full replacement will be sent.

E. Order Cancellations

  • Standard Orders: Full refund if the order has not yet been processed by our warehouse.

  • Non-Cancellable: Once payment is made, customized orders (engravings, bespoke pieces), pre-order inventory, and service-related products (photography/video) cannot be canceled.

IV. Return Policy

Policy Feature Condition
Return Window Within 7 days of delivery.
Shipping Costs The customer is responsible for all return shipping fees.
Inspection All returns undergo a quality check. Items showing wear or misuse will be rejected.
Restocking Fee A $1.50 inbound fee applies to all successful returns.
Refund Amount Only the original product cost is credited. Shipping and taxes are non-refundable.

V. Terms of Service

  • Dispute Deadline: Disputes must be opened within 30 days of the tracking status being marked as "Delivered." Once an order status is closed, it cannot be reopened.

  • Force Majeure: Nucielle is not liable for delays or damages caused by events beyond our control, including natural disasters, international conflicts, customs strikes, or global health crises. We will always strive to keep you informed via email or our official chat channels.

Nucielle reserves the right to make the final determination on all dispute resolutions. We appreciate your partnership in delivering elegance to women worldwide.