Shipping and Returns

Refunds

The refund will be equal to the cost of the returned products. Only in cases where the delivered product is defective or incorrect, Nelly Rojas will also refund the corresponding shipping costs to the customer.

Returns

Products purchased from Nelly Rojas through its online store can be returned and refunded, provided the following conditions are met:

  • If the reason for the return is the responsibility of the Nelly Rojas brand, meaning the received product is defective or does not match the product ordered as confirmed in the order.
  • Notify via email. customerservice@nellyrojasjewelry.com with the subject: RETURN REQUEST.
  • Send the jewelry to be returned within 3 business days from the date of receipt to the address provided in response to the initial notification, and email a copy of the shipping receipt issued by the courier company. Shipping costs will be refunded.
  • The product must be in perfect condition, maintaining its original packaging and labeling.
  • The product must be returned using the same box in which it was received. If it cannot be returned in the same box, the customer must use a box that protects the product until it reaches its final destination to ensure it is received in the best possible condition.
  • Additionally, the customer must include a copy of the delivery receipt inside the package, specifying the returned products and the reason for the return.

WARRANTY

Nelly Rojas is committed to complying with the terms established by law regarding the quality, suitability, safety, and good condition of the offered products. Therefore, the warranty for the products is 30 calendar days from the date of purchase and applies only to manufacturing defects.

For exchanges, customers have five (05) calendar days; the product must be in its original packaging and unused. The warranty period for the products is thirty (30) calendar days for defects related to materials, manufacturing, and/or craftsmanship under normal use conditions. Changes are not accepted for products that have been damaged due to improper use, such as impacts, exposure to the elements, humidity, the use of chemicals, or failure to follow the instructions provided at the time of purchase and implied in the certificate of authenticity.