Yes. All returns are subject to applicable return fees, which are calculated and displayed on the platform before you confirm your return. Shipping fees from your original order are non-refundable.
Standard Return Fees
The return fee is $35 USD per shipment (or per calendar day for hub drop-offs). This fee covers the insured return shipment from your location back to the designated Nivoda hub. All fees are calculated in USD and displayed on the platform before you confirm your return when you Submit a Return
How do I avoid multiple fees?
To ensure you are only charged a single $35 USD fee, you must select all eligible stones you wish to return at the same time during the return process. This allows them to be grouped into a single return request and a single shipment.
Why might I see a $70 charge? If you see a total charge of $70 ($35 x 2) or more, it is usually because the stones were not submitted in the same instance:
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Separate Submissions: If stones are submitted as separate return requests, separate labels are generated, each carrying a $35 fee.
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Separate Parcels: If stones were originally delivered to you from seperate Nivoda hubs (eg US and NL), they may require separate return labels for insurance and chain-of-custody reasons.
Can I use my own courier for the return?
Using your own courier is strongly discouraged. All returns should use the Nivoda-provided return label to ensure the stone is fully insured during transit. Using an outside courier may void your insurance coverage and could result in the return being rejected.
Are return fees ever waived?
Return fee waivers are only considered in specific circumstances, such as:
Nivoda was responsible for a significant shipping error.
The stone arrived materially different from the listing description (Quality Dispute).
Waivers are not granted as standard. If you believe you have grounds for a waiver, please contact us when you initiate the return and provide a clear explanation.