EXCHANGES & RETURNS POLICY

Thank you for shopping at neooo. We take pride in handcrafting exceptional fine jewelry featuring natural and lab-created diamonds and gemstones. Because our pieces are custom-crafted, this policy outlines the terms governing orders, size exchanges, and our warranty.

Section 1 - Returns And Refunds (made-to-order)

  • All Sales Final: Because every neooo piece is individually crafted and made-to-order specifically for you, each item is a unique creation. As a result, all sales are final, and we do not offer returns, refunds, or cancellations for change of mind once an order is placed. Purchases are intended for personal or household use only and not for commercial resale.

  • Damaged or Defective Goods Upon Arrival: Every item undergoes rigorous quality control checks prior to dispatch and is shipped in protective packaging. However, if your item arrives physically damaged in transit or defective upon unboxing, you must notify us at hello@neooojewelry.com within 7 days of product receipt (confirmed delivery date). Please include your order number and clear photos or videos of the item and original packaging so we can investigate and process a carrier or replacement claim. Claims submitted after 7 days will not be eligible for transit damage review.

Section 2 - Size Exchange Policy

We offer a size exchange service within 30 days of product receipt for ring size adjustments within US ±1 size, subject to the following terms:

  • Prior Approval Required: You must email returns@neooojewelry.com to confirm feasibility before returning any product. Unsolicited returns will not be processed or accepted. Once you reach out, our team will review your piece and provide a full quotation for your approval before you ship the item back.

  • Structural Feasibility & Exclusions: Due to intricate setting designs or band structures, certain items carry resizing limitations or extra costs:

    • Full Eternity Rings: Due to diamonds spanning the entire 360° band, full eternity rings cannot be resized traditionally and must be remade (additional fees apply). Half-eternity rings can be resized within US ±1 size.

    • Tennis Bracelets & Chains: Bracelets cannot be traditionally resized. Shortening a bracelet involves link removal, while lengthening requires adding extra gold links and diamonds at an additional cost.

    • Complex Settings: Intricate bands or full pavé designs may carry a structural adjustment fee, and resizing might not be structurally possible for certain styles.

  • Condition: Items submitted for size exchange must be unworn, in original pristine condition, and accompanied by all original packaging.

  • Shipping Costs & Duties: Customers are responsible for round-trip shipping costs associated with returning the item and receiving the adjusted size. Re-shipped items will be declared as warranty repairs/replacements to avoid redundant import fees; however, any unexpected local taxes or administrative clearance fees re-assessed by local customs authorities remain the customer's responsibility.

Section 3 - Two-year Limited Warranty And Repairs

We stand behind our craftsmanship with a 2-Year Limited Warranty starting from the date of product receipt (confirmed delivery).

  • Coverage: We warrant that our jewelry will be free from manufacturing defects in materials and workmanship for two (2) years. For valid claims, neooo will, at its sole discretion, either repair the item, replace it with an equivalent product, or issue store credit.

  • Exclusions: This warranty covers manufacturing defects only. It explicitly excludes:

    • Normal wear and tear, surface scratches, bend damage from pressure, or metal tarnishing over time.

    • Damage resulting from accidental impact, loss, neglect, improper storage, contact with harsh chemicals, or wearing jewelry while swimming or showering.

    • Natural characteristics, minor color/size variations, or inclusions inherent to natural or lab-created diamonds and gemstones.

    • Items that have been altered, resized, repaired, or serviced by any third-party jeweler or entity other than neooo.

  • Warranty Shipping & Duties: To submit a claim, email returns@neooojewelry.com with your order number and clear photos/videos of the issue. Customers are responsible for round-trip shipping costs for warranty inspection or repair. Re-shipped items will be declared as warranty repairs/replacements to avoid redundant import fees; however, any unexpected local taxes or clearance fees re-assessed by local customs authorities remain the customer's responsibility.

Section 4 - Taxes & Customs Duties (Original Purchases)

  • No Unexpected Fees: The price you see at checkout is the final price you pay. All applicable local import taxes, tariffs, and customs duties for your initial purchase are fully covered by neooo. International customers will not be required to pay additional customs fees or import duties upon parcel delivery.

Section 5 - Contact Information

For size exchange requests, damage reports, or warranty inquiries, please contact:
neooo
Returns, Exchanges & Claims: returns@neooojewelry.com
Whatsapp: +852-5797-3730
Business Registration No.: A-B-26-08-11564