Refund policy
RETURN & REFUND POLICY
Last updated: September 14, 2026
NYON DIAMOND is operated by MESAC INC. We supply professional piercing studios, jewelry retailers, distributors, and other approved wholesale customers.
This policy explains our return and refund arrangements. It applies unless different order-specific terms were disclosed and agreed to in writing before the order was placed. Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.
1. RETURN REQUEST PERIOD
You may request a return of an eligible item within 30 calendar days after delivery.
To request a return, email support@nyondiamond.com with your order number, the item and quantity you wish to return, and the reason for your request.
Once a return is authorized, please ship the item within 14 calendar days after receiving our return instructions, unless we agree otherwise in writing or applicable law provides a different period.
The 30-day return request period does not shorten any applicable statutory rights or separately agreed warranty rights.
2. RETURN ELIGIBILITY
For a non-defective item to qualify for a return, it must be unworn, unused, not tried on, not inserted or installed, and in the same condition in which it was delivered.
Please include the original packaging, tags, accessories, and any certificates or documentation supplied with the item. A receipt, order confirmation, or other proof of purchase is required.
These condition requirements do not prevent you from reporting defective, damaged, incorrect, or otherwise non-conforming goods.
3. BODY JEWELRY AND HYGIENE
For health and hygiene reasons, we do not accept change-of-mind returns of body jewelry that has been worn, tried on, inserted, installed, or otherwise used.
Where jewelry is supplied with a hygiene seal, breaking that seal may make the item ineligible for a change-of-mind return where permitted by applicable law. Opening an outer shipping carton alone is not treated as breaking a product's hygiene seal.
These restrictions do not exclude remedies for defective goods, damage on arrival, incorrect items, or other rights available under applicable law.
4. CUSTOM AND SPECIAL-ORDER ITEMS
For business-to-business orders, custom, personalized, made-to-order, and special-order items are not eligible for change-of-mind returns or exchanges when their non-returnable status was disclosed and agreed to before purchase.
This exclusion does not apply where an item is defective, damaged on arrival, incorrect, materially different from the agreed written specifications, or otherwise returnable under applicable law.
If mandatory consumer law applies, an item is not treated as exempt from statutory cancellation rights merely because it was ordered specially or produced after the order was placed.
5. SALE ITEMS AND GIFT CARDS
Items clearly identified as final sale before purchase are not eligible for change-of-mind returns. A price discount alone does not make an item final sale.
Gift cards, if offered, are non-returnable and are not redeemable for cash except where required by applicable law.
These exclusions do not remove applicable rights concerning defective, damaged, incorrect, or misdescribed goods.
6. RETURN AUTHORIZATION AND ORDER-SPECIFIC ADDRESSES
Return locations vary by order. The applicable return destination and address will be identified in the written order terms or other information provided before purchase. Please review that information before placing your order.
Contact support@nyondiamond.com before shipping a return. We will confirm the designated address and provide packing and shipping instructions for your order.
Do not send returns to our business address, New York showroom, or the address printed on the original shipping label unless we specifically instruct you to do so.
If we request a different return destination after purchase, we will cover any additional reasonable return-shipping cost caused by that change.
Return authorization helps us identify and process your return. It does not restrict a statutory right of withdrawal or other mandatory legal remedy.
7. RETURN SHIPPING AND RELATED COSTS
For an eligible change-of-mind return, the customer is responsible for return shipping and any optional shipping insurance. Original outbound shipping charges are not refundable for these returns, except where applicable law requires otherwise.
We do not charge a restocking fee.
For a confirmed defective item, damage on arrival, an incorrect item, or another error attributable to us, we will arrange prepaid return shipping or reimburse reasonable, necessary return-shipping costs. Please contact us before purchasing a return label so that we can agree on an appropriate shipping method.
For valuable jewelry, use secure packaging and a tracked service suitable for the contents and shipment value. Keep your shipping receipt and tracking information until the return is resolved.
Import duties, customs charges, and brokerage fees paid directly to a carrier or customs authority are not automatically refunded by us. Any available recovery from those parties is subject to their procedures. This does not limit any reimbursement we are required to provide under applicable law.
8. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS
Please inspect your shipment when it arrives and notify support@nyondiamond.com promptly if an item is damaged, defective, incorrect, or missing.
Include your order number, the affected item and quantity, a description of the issue, and photographs of the item, packaging, and shipping label where relevant and reasonably available.
Retain the affected goods and packaging while we review the issue. Do not ship them back until you receive instructions.
We will investigate and arrange an appropriate remedy, which may include repair, replacement, shipment of missing items, or a refund, as required by the agreed order terms and applicable law.
A request for photographs or prompt notification does not remove rights that cannot lawfully be limited.
9. EXCHANGES
For eligible non-defective items, please request a return and place a separate order for the replacement item. Replacement availability and pricing are determined when the new order is placed.
For defective or incorrect goods, contact us first so that we can arrange the appropriate remedy without requiring an unnecessary additional purchase.
10. REFUND REVIEW AND PROCESSING
We will inspect an authorized return and communicate the outcome within 7 U.S. business days after receiving it.
If approved, we will initiate the refund within 5 U.S. business days after approval, using the original payment method. If the original payment method cannot receive the refund, we will contact you to arrange a lawful alternative.
Business days are Monday through Friday, excluding U.S. federal holidays.
Return transit time varies by origin, destination, and carrier and is separate from our inspection and processing times. Your bank or payment provider may take additional time to post the refund after we initiate it.
The refund will reflect the amount actually paid for the returned goods after applicable discounts, together with any refundable tax we collected and any shipping charges refundable under this policy or applicable law.
We will explain any proposed deduction or refusal. If you have not received a refund within 10 business days after our refund confirmation, contact support@nyondiamond.com so that we can help trace it.
Any shorter deadline required by applicable law takes priority over the timeframes above.
11. WHOLESALE AND ORDER-SPECIFIC TERMS
This policy applies to approved wholesale customers unless different terms were disclosed and agreed to in writing before purchase, such as in an accepted quotation or custom-order agreement.
Order-specific terms apply only to the relevant order and only to the extent permitted by law. We will not apply a later policy change retroactively to reduce rights agreed to when an order was placed.
This policy does not create a separate manufacturer's warranty or limit any warranty expressly provided with an order.
12. MANDATORY CONSUMER RIGHTS
Our store is intended for business-to-business purchases. However, describing a transaction as wholesale does not remove consumer rights if mandatory law treats the buyer as a consumer.
If an EU or EEA consumer has a statutory right of withdrawal, they may notify us of withdrawal within 14 days after delivery and return the goods within 14 days after that notification, subject to applicable statutory exceptions.
Where that right applies, we will reimburse the payments required by law, including standard outbound delivery charges, within 14 days after receiving the withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first, where permitted by law.
For such change-of-mind returns, the consumer bears the direct return cost only where this was properly disclosed before purchase. Additional charges for a delivery upgrade above standard delivery need not be refunded unless required by law.
Statutory exceptions may apply to genuinely personalized goods and appropriately sealed goods unsuitable for return for health or hygiene reasons after unsealing. Statutory rights concerning faulty or non-conforming goods remain unaffected.
Nothing in this policy excludes non-waivable rights under applicable U.S. federal or state law or other applicable law.
13. CONTACT INFORMATION
NYON DIAMOND is operated by MESAC INC.
Email: support@nyondiamond.com
Business phone: +1 986-285-3757
Business address:
1226 North King St Num 1186, Wilmington, DE 19801, USA
New York showroom:
269-271 Canal St. 2F, New York, NY 10013, USA
The addresses above are business contact locations, not automatic return destinations. Please follow the order-specific return instructions provided by our team.