Return & Refund Policy

At Norqeviay, your satisfaction and overall jewelry shopping experience are important to us. If there is an issue with your order, our support team is here to help.

1. Return Eligibility & Timeframe

We provide a 30-day return policy, meaning you may request a return within 30 days from the date your item is delivered.

To qualify for a return:

  • The jewelry or accessory must be unused and remain in the same condition in which it was received

  • All original packaging, tags, and included accessories must be returned with the item

  • Valid proof of purchase, such as an order confirmation or receipt, is required

2. How to Start a Return

To request a return, please contact us at:
support@norqeviay.com

If your return request is approved:

  • We will provide you with a return shipping label

  • You will receive detailed instructions explaining where and how to send your package

Important:
Items sent back without receiving prior return authorization will not be accepted.

3. Damages, Defects & Incorrect Items

Please inspect your jewelry or accessories as soon as your order is delivered.

If an item arrives damaged, defective, or different from what you ordered, please contact us immediately at
support@norqeviay.com so we can evaluate the issue and work toward a prompt resolution.

4. Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (if applicable)

  • Customized or personalized jewelry or products

  • Personal care or hygiene-related items

  • Original shipping charges paid during checkout

We also do not accept returns for:

  • Sale or clearance items

  • Gift cards

If you are uncertain whether your item is eligible for return, please contact us before submitting a return request.

5. Exchanges

We do not offer direct exchanges.

The fastest way to receive a replacement item is to:

  1. Return the original item after your return has been approved

  2. Place a separate new order

This process helps ensure quicker handling and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return your purchase within 14 days, for any reason and without needing to provide an explanation.

Returned items must:

  • Be unused and remain in their original condition

  • Include the original packaging and tags

  • Be returned with proof of purchase

7. Refunds

Once your returned item has been received and inspected:

  • We will notify you whether your refund has been approved or declined

  • Approved refunds will be returned to your original payment method within 10 business days

Please note:

  • Banks and credit card providers may require additional time to process and post the refund

  • If 15 business days have passed since your refund was approved and you still have not received it, please contact us at support@norqeviay.com

8. Refused Shipments & Dispute Resolution

If you would like to cancel an order or request a refund, please contact us immediately at
support@norqeviay.com.

Please do not initiate a chargeback with your bank before contacting our support team, as doing so may considerably delay the resolution process. We are committed to addressing legitimate concerns directly, fairly, and efficiently.

9. Late or Missing Refunds

If your refund has not yet appeared:

  1. Check your bank account again

  2. Contact your credit card provider, as refund posting times may vary

  3. Contact your bank for additional information

If you have completed these steps and your refund is still missing, please contact us at support@norqeviay.com

10. Return Address

A return shipping label issued by us is required before sending any items back.

EVRAIS (HongKong) Limited
ROOM 701, UNIT 108, 7/F, TOWER B, NEW MANDARIN PLAZA, 14 SCIENCE MUSEUM ROAD, TSIM SHA TSUI, KOWLOON, HONG KONG