Refund Policy
Our Guarantee with You
Return: We accept returns up to 14 business days after you receive the product.
Right of Withdrawal: As a consumer, you have the right to withdraw from the purchase. You can retract by informing one of our agents through any of the following contact methods:
- Email: chatcenter@napoleonejoyas.com
- Phone: +1 (786) 839 1872
- WhatsApp: +1 (786) 839 1872
- SMS: +1 (786) 839 1872
Return Instructions: You must send the unused item with its original packaging and contents. You must ship it with USPS (Priority Mail Small Flat Box).
Return Shipping Payment: In the case of a change due to withdrawal, the buyer must pay the shipping cost. If the return is made under warranty, NAPOLEONE USA LLC will pay the shipping cost. The approximate cost of shipping within the United States to our address is $30.
The shipping cost is non-refundable.
Send to: Luisa Esquivel
Address: PO BOX 560025, Miami, Florida, 33256
Refunds: Your payment will be refunded through the same payment method you used. If you paid with Zelle, your money will be returned through the same method. If you paid with Affirm or another, we will request the payment provider to reverse the transaction and refund your payment. Each payment provider has its own refund timelines.
⚠️Important⚠️
Subjecting the jewelry to acid tests❌ VOIDS the warranty terms, this is an obsolete test that, although it will not cause permanent damage to your item, it will dull its shine.
If you have doubts about the gold quality, you should perform a test with a ✅Spectrometry Sensor✅ which will indicate the Gold percentage in your item (For 18K 730 Gold it is 72% to 73%, for 18K 750 Gold it is 75%).
If you have already subjected your item to acid tests, we can help you polish it again. In this case, you must cover all shipping costs. Besides polishing it again, we will send you a video of the Spectrometry test performed on your polished jewelry.
General Conditions for Warranties:
✅You have a period of 15 days to request changes.
✅You have a period of 60 days to request warranties.
✅The item must be returned in the same condition it was received: new, in perfect condition, without having been subjected to acids, fire, crushing or other conditions defined as improper use of the items.
✅The cost of shipping the order for return must always be covered by the buyer.
✅The cost of shipping the new item(s) in case of exchange must be covered by the buyer.
✅The cost of shipping if the warranty is approved is covered by NAPOLEONE JOYAS.
✅Once the return instructions are received, depending on the case, you have a maximum of 2 business days to send the item back.
✅Remember that jewelry can get dirty due to external factors such as the environment, sweat, exposure to certain liquids, and in very rare cases due to skin pH. In this case, you only need to follow the washing and cleaning instructions.
✅Items purchased in promotions, offers, and discounts DO NOT apply for exchanges, returns, or warranties, as they are final sales.
NOTE: We do NOT accept exchanges, returns, or warranties in the following cases:
❌Chain offers (weight equal to or less than 1g) + pendant that may have broken due to non-recommended use.
❌The warranty does not apply for the loss of zircons; as the items that may contain them are already checked and monitored before leaving their respective dispatch offices. However, if you wish for this to be repaired, it will be considered an expense assumed by the person requesting it.
❌If the items have been damaged due to misuse or negligence (exposure to chemicals, acids, fire, sharp objects, twisting, tension, or crushing).
Keep in mind: The lifespan of each item depends on the care you give it. Products damaged by normal wear or evident misuse will not be replaced.
Online Exchanges and Returns:
*They are sent to our headquarters in Miami.
1️⃣ The cost of returning the package for cases of exchanges and returns is borne by the customer.
✅For the return of the package, our logistics providers will be used, preferably USPS.
2️⃣ Upon receiving your item in our warehouse and verifying that it is new and in perfect condition, we will send you the item you requested in exchange, if applicable, or proceed with generating the credit or refund to your bank account according to your request.
⚠️Important Note⚠️ Once the package is received, it will take us 2 to 3 business days to process the shipment of the new item or 3 to 5 business days for the refund of the money.
For Online Warranties:
*They are sent to our main office in Miami:
🟠Upon receiving the warranty request on our online platform, we generate a pre-approval of the case with the photos you send us of the item, but only upon receiving the physical item will the warranty approval be determined.
1️⃣For warranties, NAPOLEONE JOYAS💎 covers the shipping costs.
*They are sent to our headquarters in Miami.
1️⃣ The cost of returning the package for cases of exchanges and returns is borne by the customer.
✅For the return of the package, our logistics providers will be used, preferably USPS.
2️⃣Once we receive the item in our warehouse and verify in person that it is a valid warranty, we will send it for repair - if that was the chosen option - or send you the new item (exchange) if applicable, or proceed with generating the credit or refund to your bank account according to your request.
**Include a note inside the package identifying yourself, with your name and order number.
⚠️Important Note⚠️ Once the package is received, it will take us 2 to 3 business days to process the shipment of the new item or 3 to 5 business days for the refund of the money.
⚠️We keep a record in 📷video of all our packaging processes to ensure that your orders are dispatched in perfect condition. If you find that your order arrives in poor condition, report it immediately for verification and DO NOT use it under any circumstances as this will void the warranty.