Refund policy

Cancellation & Return Policy

At Nateva Jewellery, we want every purchase to meet your expectations. Below you'll find our clear and EU-compliant policy on cancellations and returns — designed to balance flexibility with the personalised nature of our jewellery.

1. Cancellation Policy

Personalised & Made-to-Order Products

This category includes personalised pendants, engraved pendants, and any product created specifically for you.
Because these items are made to order, you may cancel your purchase within 24 hours of placing it.
After this period, production begins, and cancellations are no longer possible.

Non-Personalised Products

For all other items, you may cancel your order any time before dispatch by emailing us at info@natevajewellery.com. If your order has already been dispatched, you may still be entitled to return it under our return policy below.

2. Return Policy

Personalised & Made-to-Order Products

Returns are not accepted due to the personalised nature of these products. However, if a product arrives damaged, we will replace it free of charge upon receipt of proof of damage. We recommend inspecting your package in front of the carrier before accepting delivery.

Non-Personalised Products

In accordance with EU consumer law, you have 14 days from the date of delivery to notify us of your intention to return an item. As a goodwill gesture, we extend this window to 30 days. Return shipping costs are the customer's responsibility. Once we receive your returned item, we will process your refund within 14 days.