Refund policy

This policy explains how to request a return or refund for jewelry, accessories, decorative items, and eligible personalized products purchased from Novpel at https://novpel.com.

Novpel is operated by Changchun Mingjiang Trading Co., Ltd.

1. Return Window

You may request a return for an eligible non-personalized item within 30 days after delivery.

Please email service@novpel.com before sending an item back. We will provide return instructions and the appropriate return address.

This policy does not limit any rights or remedies you have under applicable consumer protection laws.

2. Return Conditions

For a change-of-mind return, the item must be:

• Unworn, unused, and unaltered.

• In its original condition, with included accessories, tags, and packaging where reasonably available.

• Free from damage caused by wear, misuse, or improper care.

• Identifiable through an order number or other reasonable proof of purchase.

For jewelry, please check the listed dimensions, chain length, material, and finish before ordering. You may carefully inspect an item, but please avoid wearing it for extended periods if you intend to return it.

These conditions do not exclude claims for items that arrived damaged, were faulty, or did not match the order.

3. Personalized and Customized Items

An item made specifically to your instructions, such as a necklace engraved with a name, date, or personal message, is generally not eligible for a change-of-mind return once production has started, except where applicable law provides otherwise.

This exception applies only to genuinely personalized or custom-made items. Selecting an ordinary stock option, such as an available color or standard chain length, does not by itself make an item personalized.

If we produce an item incorrectly, supply the wrong product, or deliver an item that is damaged or defective, contact us for a remedy even if the item is personalized.

Please check personalization details carefully before confirming them. If you notice an error, contact us immediately. We will check whether production can still be changed or stopped.

4. Damaged, Defective, or Incorrect Items

If an item arrives damaged, has a defect, or differs from what you ordered, email service@novpel.com as soon as reasonably possible.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the item and, where relevant, the packaging or shipping label.

Photographs help us assess the issue. If you cannot provide them, contact us so we can discuss another reasonable way to review your claim.

We encourage you to report visible delivery damage promptly, ideally within 48 hours. Contacting us after 48 hours does not automatically disqualify your claim, and this suggested reporting period does not limit applicable legal rights.

Depending on the circumstances and applicable law, the resolution may include a replacement, repair, or partial or full refund. We will not require you to accept store credit instead of a refund where a refund is due.

For a confirmed defect, incorrect shipment, or damage for which we are responsible, we cover reasonable required return shipping costs. Please contact us before arranging a return.

5. How to Request a Return

1. Email service@novpel.com within the applicable return period.

2. Include your order number, the item you want to return, and the reason.

3. Wait for the return address and instructions.

4. Package the item securely and send it as instructed.

Please dispatch an approved change-of-mind return within 14 days after receiving return instructions, unless we agree otherwise or applicable law allows a longer period.

We recommend keeping proof of postage and using tracking. Contacting us first helps ensure your package reaches the correct location; it does not remove any statutory right to return.

Our registered business address is not the default return address. Please use the address provided for your specific return.

6. Return Shipping and Other Charges

For a change-of-mind return, you are responsible for return shipping costs, unless otherwise required by law or agreed with us.

For a confirmed damaged, defective, or incorrect item for which we are responsible, we will provide a prepaid return method or agree on reimbursement of reasonable return postage before shipment.

Original delivery charges are generally not refunded for voluntary change-of-mind returns, except where required by law. If the return results from our error, we will refund the applicable original shipping charges.

We do not charge a restocking fee.

7. Refunds

After receiving your return, we will inspect it and notify you of the outcome, normally within 5 business days.

Approved refunds are issued to the original payment method, normally within 5–10 business days after approval, or sooner where required by law. Your payment provider may take additional time to display the credit.

Where we confirm that a return is unnecessary, we will explain the refund arrangement directly.

If a refund is declined or reduced, we will explain the reason. Please contact us if you believe the decision is incorrect.

8. Exchanges

If you want a different available size, chain length, finish, or style, contact us first.

Exchanges depend on product availability. We may arrange a return and a separate purchase when a direct exchange is unavailable. Any price difference or shipping cost will be explained before you agree.

Personalized items remain subject to Section 3.

9. Order Changes and Cancellations

Contact service@novpel.com as soon as possible if you need to change or cancel an order.

For non-personalized items, we can cancel an order before dispatch. If it has already shipped, we will explain the applicable return process.

For personalized items, cancellation or changes may no longer be possible after production begins. We will check the order status and explain the available options.

If we cannot fulfill an order and you do not agree to an alternative, we will refund the unfulfilled item and any applicable shipping charges.

10. Jewelry Wear and Care

Damage caused after delivery by accidental breakage, misuse, unauthorized alteration, or failure to follow disclosed care instructions is generally outside this voluntary return policy.

Normal wear may include surface scratches or gradual finish changes. However, describing an issue as wear does not exclude a valid claim for a manufacturing defect, premature failure, or an item that does not match its description.

Material, plating, and care requirements vary by product. Please review the specific product description and contact us if you have questions before wearing an item.

11. Missing or Delayed Deliveries

If your order has not arrived or tracking shows delivery that you cannot locate, contact us. We will investigate with the delivery provider and explain the next steps.

A tracking status alone does not automatically resolve a disputed delivery claim. Any replacement or refund will depend on the investigation and your applicable rights.

12. Statutory Consumer Rights

The 30-day return window and other voluntary conditions in this policy are additional to any mandatory rights available to you.

Where local law provides cancellation rights, remedies for faulty or misdescribed goods, or different refund requirements, those rights apply. Any lawful exceptions for personalized goods do not remove remedies for defects or errors for which we are responsible.

13. Contact Us

Brand: Novpel
Operated by: Changchun Mingjiang Trading Co., Ltd.
Business License Entity: Changchun Mingjiang Trading Co., Ltd.
Email: service@novpel.com
Phone: +1 6282018164
Website: https://novpel.com

Registered Address:
Room 3302-4, Building 4, Phase I,
Changchun Hengda Dushi Plaza,
Intersection of Yumin Road and Yuanda Street,
Erdao District, Changchun, Jilin, China

Please contact us for return instructions before mailing an item. The registered address above is not the default return destination.