Effective Date: 16/03/2025
Last Updated: 16/03/2025
1. Introduction
At Norbu Design, we want you to be completely satisfied with your handmade jewelry purchase. If for any reason you are not happy with your order, we offer a fair and transparent return and refund policy. Please read the following terms carefully to understand the process and conditions for returns and refunds.
2. Eligibility for Returns
We accept returns under the following conditions:
- The item must be in its original, unworn, and unused condition, with all packaging and tags intact.
- The return must be initiated within 14 days of receiving the order.
- Custom or personalized jewelry cannot be returned unless there is a manufacturing defect.
- Earrings are non-returnable for hygiene reasons unless defective or damaged.
3. How to Initiate a Return
To start a return, please follow these steps:
- Contact us at [email protected] with your order number and reason for return.
- Wait for our confirmation email with return instructions.
- Package the item securely and send it to our return address:
Norbu Jewelry
HaHermon 5, Oranit, Israel - Send us the tracking number once the return is shipped.
4. Return Shipping Costs
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- We recommend using a trackable shipping method to ensure safe return delivery.
- If the return is due to a defect or mistake on our part, we will cover the return shipping cost.
5. Refunds Process
Once we receive and inspect your return, we will process your refund as follows:
- Approved refunds will be issued to the original payment method within 5-7 business days.
- You will receive an email confirmation once the refund has been processed.
- Original shipping fees are non-refundable, unless the return is due to our error.
6. Exchanges
- We do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order.
7. Damaged or Defective Items
If you receive a damaged or defective item, please notify us within 48 hours of delivery by emailing [email protected] with photos of the issue. We will arrange for a replacement or refund at no additional cost.
8. Non-Returnable Items
The following items cannot be returned or refunded:
- Custom-made or engraved jewelry
- Earrings (for hygiene reasons)
- Items returned after the 14-day return window
- Items that show signs of wear or damage caused by misuse
9. Contact Information
For any questions regarding our returns and refunds policy, please contact us at:
Email: [email protected]
Address: HaHermon 5, Oranit, Israel
Thank you for shopping with Norbu Design. We appreciate your trust and support!