After you ship your stone using the Nivoda label, your return follows a defined process before a credit note is issued.
Tracking your return step-by-step
Once you have handed your parcel to the carrier, you can track its progress through these stages:
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Stone in Transit: Your return is on its way to a Nivoda hub. This typically takes 1–5 business days depending on your location.
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Received at Nivoda: Your stone arrives at our QC facility and the status in your dashboard updates to "Received".
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QC Inspection: Our quality control team inspects the stone against the original order details. This stage usually takes 1–2 business days.
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QC Approved: Once accepted, a credit note is automatically issued to your account within 24 hours of the sign-off.
What happens when your return is approved?
If the stone is accepted following inspection, we will automatically issue a credit note for the value of the stone, minus the $35 USD return fee.
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Unpaid Invoices: If you have not yet paid for the stone, the credit note is applied to the corresponding invoice to reduce your balance.
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Paid Invoices: If you have already paid, the credit remains on your account and will be visible on your finance dashboard. You can save it for future use or contact us to request a bank refund.
What happens if the stone fails QC?
If our team rejects a return, you will be notified via email. A return may be declined if:
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Physical Damage: The stone has been chipped or modified (e.g., damage caused by setting) after it was delivered to you.
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Mismatch: The stone returned does not match the NIV reference or certificate number on the original order.
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Missing Elements: Any original grading certificates or packaging are missing.
If you disagree with a QC rejection, you can contact us to escalate the matter within 5 business days of the notification.
Why is my return taking longer than expected?
Delays usually occur if the QC team is handling a high volume of returns or if additional documentation is needed from the supplier. If your return has been marked as "Received" for more than 5 business days without an update, please contact us with your return reference number.