Refund Policy

At Nemixa, we want you to feel confident when purchasing our moissanite jewelry and related jewelry products. If you are not satisfied with your purchase, you may request a return in accordance with the terms below.

This Return & Refund Policy applies to purchases made through Nemixa at nemixaco.com and shipped within the United States.

Return Eligibility

To be eligible for a return, the item must meet the following conditions:

The item must be returned within the applicable return window stated below.
The item must be unused, unworn, and undamaged.
The item should be returned in its original condition and, whenever reasonably possible, with its original packaging, accessories, and other items included with the purchase.
The returned item must match the product associated with the original order.
Proof of purchase or other information sufficient to verify the order may be required.

Items showing signs of wear, use, misuse, accidental or intentional damage, unauthorized repair, alteration, or modification may not qualify for a refund.

All returns are subject to inspection after they are received.

Return Window

You may request a return within 30 days of the date you receive your order.

To begin a return, please contact us at support@nemixaco.com within this 30-day period.

Return requests submitted after the applicable return window may not be accepted.

Non-Returnable or Ineligible Returns

A return may be refused, or a refund may be reduced or denied where permitted by applicable law, if:

The return request is submitted after the applicable return window.
The item shows clear signs of having been worn or used.
The item has been damaged after delivery due to misuse, improper handling, accident, or other customer-caused circumstances.
The item has been repaired, altered, resized, engraved, modified, or otherwise changed after delivery without our authorization.
Important components or accessories included with the product are missing.
The returned item does not match the item associated with the original order or approved return request.
We are unable to verify the purchase or order.
The item otherwise fails to meet the return requirements described in this policy.

Certain personalized, custom-made, engraved, or specially ordered products may be subject to additional return restrictions where such restrictions were clearly disclosed before purchase. Any such return request will be reviewed based on the specific product and order circumstances and applicable law.

How to Request a Return

Please do not send a product back before contacting us and receiving return instructions.

Step 1: Submit Your Request

Email support@nemixaco.com to request a return or refund.

Please include:

Your order number;
Your name;
The reason for the return or refund request;
Information identifying the product concerned; and
Photos or other supporting information if the item is damaged, incorrect, defective, or otherwise has an issue.

Providing complete information can help us review your request more efficiently.

Step 2: Request Review

After receiving your request, we will review the relevant information, which may include:

Your order details;
The current order and shipping status;
Whether the item is eligible for return;
The reason for your request; and
Any photos, documentation, or other supporting information provided.

After reviewing your request, we will provide the appropriate next steps.

Step 3: Return the Item

If your request requires the product to be returned, you must follow the return instructions provided by Nemixa.

We will provide the applicable return instructions and return address after your return request has been reviewed.

Do not send a return to our contact address or any other address unless we have specifically instructed you to do so.

Items sent back without first requesting a return or without following the provided return instructions may be refused or may experience processing delays.

Step 4: Return Inspection

After the returned item is received, we will inspect it to confirm that it meets the requirements of this policy.

If the return is approved following inspection, we will proceed with the applicable refund.

If the returned product shows customer-caused damage, significant signs of use or wear, missing important components or accessories, does not match the approved return request, or otherwise fails to meet the requirements of this policy, we may refuse the refund or adjust the refundable amount where appropriate and permitted by applicable law.

Return Shipping

Customers are responsible for arranging the shipment of eligible returns in accordance with the return instructions provided by Nemixa.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return and refund have been fully processed.

Nemixa is not responsible for return shipments that cannot be verified as delivered to the return location specified in our return instructions, except where responsibility otherwise rests with Nemixa under applicable law.

Return Shipping Labels

Nemixa provides customers with an electronic return shipping label when a return is approved.

Customers are responsible for downloading and printing the return shipping label before sending the item back.

The printed return shipping label must be securely attached to the return package in accordance with the return instructions provided by Nemixa.

Customers are also advised to retain the return tracking information until the return has been successfully delivered and processed.

If your return involves an incorrect, damaged, or otherwise problematic item for which Nemixa is responsible, please contact us before arranging the return. We will review the circumstances and provide instructions regarding the appropriate return and shipping arrangements.

Return Address Information

For reference purposes, the return address for approved returns is:

Nemixa
Room H11, 1/F, Kaiser Estate Phase 2,
No. 51 Man Yue Street, Hung Hom,
Hong Kong

Please do not send any return package to this address before contacting Nemixa and receiving confirmation of your return request.

All returns must be reviewed and approved by Nemixa before shipment. After your return request has been approved, we will provide the applicable return instructions and confirm the appropriate return arrangements.

Packages sent without prior approval or without following Nemixa's return instructions may not be accepted or may result in processing delays.

Customers are responsible for retaining valid shipping and tracking information until the returned item has been successfully received and processed by Nemixa.

Return Shipping Costs

For standard returns, return shipping costs are the customer's responsibility.

If the return is caused by an incorrect item, an item that arrived damaged, or another issue confirmed to be Nemixa's responsibility, the treatment of reasonable return shipping costs will be determined based on the circumstances of the order and the instructions provided by Nemixa.

Original shipping charges, if any, are generally not refundable except where required by applicable law or where Nemixa determines that a refund of such charges is appropriate based on the circumstances of the order.

Restocking Fees

Nemixa does not charge a restocking fee for eligible returns.

Restocking Fee: $0

Customers may still be responsible for return shipping costs as described in this policy.

Order Cancellations

Orders That Have Not Shipped

If your order has not yet shipped, you may contact us at support@nemixaco.com to request cancellation.

If the cancellation is successfully completed before shipment, the full order amount will be refunded to the original payment method used for the purchase.

Please contact us as soon as possible if you need to cancel an order, as order processing and shipping may begin shortly after an order is placed.

Orders That Have Already Shipped

Once an order has shipped, it generally cannot be canceled.

If you no longer want an order that has already shipped, please wait until you receive it and then contact us to request a return. The product must meet the return eligibility requirements described in this policy.

Damaged, Incorrect, or Problematic Items

Please inspect your order after delivery.

If you receive an item that is damaged, incorrect, materially different from what you ordered, or affected by another order fulfillment issue, please contact us as soon as reasonably possible at support@nemixaco.com.

To help us review the issue, please provide:

Your order number;
Your name;
A description of the issue;
Clear photos of the product;
Photos of the packaging, where relevant; and
Any other reasonable information or documentation requested to help verify the issue.

After reviewing the information provided, Nemixa will determine the appropriate resolution based on the circumstances. Depending on the nature of the issue and the results of our review, this may include a full refund, a partial refund, return instructions, or another appropriate resolution.

Submitting a claim for a damaged, incorrect, or problematic item does not automatically guarantee a full refund. Each request will be reviewed based on the available information, the condition of the item, the circumstances of the order, and applicable law.

Refund Process

Once a returned item is received, we will inspect it to determine whether it meets the requirements of this policy.

If the return is approved, the applicable refund will be issued to the original payment method used for the purchase.

If an order was successfully canceled before shipment, the applicable refund will also be returned to the original payment method.

Where only part of an order qualifies for a refund, the refund may be limited to the amount associated with the qualifying item or portion of the order.

Refund Processing Time

Once we receive and inspect your returned item and confirm that it qualifies for a refund, Nemixa will initiate the refund within 2 business days.

The 2 business day period refers to the time required for Nemixa to initiate the approved refund. It does not represent the amount of time it will take for the funds to appear in your bank, credit card, or payment account.

After we initiate the refund, the time required for the funds to appear in your account depends on your bank, card issuer, payment provider, or other financial institution. Processing times vary between financial institutions and are outside Nemixa's direct control.

If an approved refund does not appear after the normal processing period established by your financial institution, we recommend contacting your bank, card issuer, or payment provider for additional information.

Exchanges

Nemixa currently does not offer direct exchanges.

If you would like a different size, color, style, or product, you may:

Request a return for the original item in accordance with this Return & Refund Policy; and
Place a new order for the item you would prefer.

This approach helps us simplify order processing, reduce inventory and shipping errors, and ensure that each new order is processed accurately.

You may place your new order according to your needs without waiting for the return process to be completed. Any refund for the original item remains subject to the eligibility, inspection, and refund requirements described in this policy.

Contact Us

If you have questions about a return, cancellation, refund, or an issue with your order, please contact Nemixa before sending any item back.

Nemixa
Website: nemixaco.com
Email: support@nemixaco.com
Phone: +85257955004
Contact Address: Room H11, 1/F, Kaiser Estate Phase 2, No. 51 Man Yue Street, Hung Hom, Hong Kong

Please note: The address above is our contact address and should not be treated as a return address unless Nemixa specifically instructs you to send your return there.

For all returns, please contact us first to receive the applicable return instructions and return address.