To ensure your return arrives safely, please follow these packaging guidelines:
Documentation: Include all goods received: stone, original certificates, slips, and all packaging (briefkas and sponges).
Condition: Items must be in the exact condition received.
Secure Packing: Use the original packaging. Place items in a tamper-proof, discreet outer box with no contents indicated.
CCTV Recording (Mandatory): You must repackage the items under continuous CCTV or video recording.
Handover Video: You must record the act of handing the parcel to the courier. This video must be uninterrupted, uncut, and unedited.
Retention: You must keep this footage for at least 14 days. Nivoda reserves the right to request this video to process your return.
Note: Failure to provide unedited video evidence of the packing and handover may result in the forfeiture of any claims and rejection of your return.
If your return is missing any elements or if the stone is received and deemed to be damaged, your return may be cancelled and the goods returned to you.
Returns must be packaged in accordance with our terms and conditions.