To ensure your purchase is fully protected and eligible for any claim, you must follow these security steps upon delivery as outlined in our Terms & Conditions:
1. Inspecting the Handover
Record the interaction: Take a video or photograph of the courier handing you the parcel.
Check the seal: Inspect the parcel for any signs of tampering, damage, or a broken seal.
Refuse compromised parcels: It is your responsibility to only accept un-compromised parcels. If the packaging looks tampered with, do not accept it.
2. Mandatory Unboxing Video Once you have accepted the parcel, you must record a video of the opening process. For this video to be valid for any claims, it must be:
Uninterrupted: One continuous, uncut, and unedited shot.
Clear: Show the seal being broken and all contents (stones, certificates, etc.) being removed.
Original: Avoid using apps that edit metadata or file properties.
Important: Under Clause 5.9, Nivoda may not be liable for damaged or missing items if these requirements are not met. Failure to provide this evidence can materially prejudice the assessment of your claim.
How to report an issue: If you discover a missing or damaged item, please contact us immediately, including a link to your unedited unboxing video.