Refund policy
Refund Policy
We want you to feel confident shopping with TAIA. This policy explains when an item may be returned, how to request a return and how refunds are handled.
30-Day Returns
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item must be:
- Unused and unworn
- In its original condition
- Returned with its original packaging
- Accompanied by proof of purchase or order information
Returns must be requested and approved before being sent back.
Please do not send an item back without contacting us first, as unauthorized returns may not be accepted.
How to Request a Return
To request a return, contact us at:
Please include:
- Your order number
- The item or items you would like to return
- The reason for the return
If your return is eligible, we will provide return instructions and the appropriate return address.
Approved returns are sent to the United States.
Please do not send returns to our business address unless we specifically instruct you to do so.
Return Shipping
For change-of-mind returns, customers are responsible for return shipping costs.
Original shipping charges, expedited shipping fees, customs charges, import duties and other delivery-related fees are non-refundable unless required by applicable law.
If the item received is damaged, defective or incorrect, TAIA will provide an appropriate resolution and will not require the customer to bear reasonable return shipping costs associated with resolving the issue.
We recommend using a trackable shipping service when returning an item.
TAIA cannot guarantee receipt of a return package that cannot be tracked.
Earrings
Due to hygiene and safety considerations, earrings cannot be returned or exchanged for change-of-mind reasons.
This exclusion does not apply to earrings that arrive damaged, defective or incorrect.
Applicable consumer rights remain unaffected.
Non-Returnable Items
We are unable to accept change-of-mind returns for:
- Earrings
- Gift cards
- Items marked as Final Sale
- Items specifically identified as non-returnable on the product page
- Items that have been worn, used, altered, damaged after delivery or returned without their original packaging
Promotional purchases and complimentary items are subject to the additional conditions described below.
Promotional Orders & Bundles
Orders placed using a promotion, including Buy 2, Get 2 Free, remain subject to the conditions of that promotion when items are returned.
Complimentary items received as part of a promotion do not have an individual cash refund value.
If a partial return causes the remaining order to no longer meet the requirements of the original promotion, the promotional discount will be recalculated based on the items kept.
Any resulting adjustment will be deducted from the amount refunded.
If an entire promotional order is returned, all items included in the promotion — including complimentary items — must be returned together and meet the applicable return eligibility requirements.
Items excluded from change-of-mind returns, such as earrings, remain subject to their applicable return restrictions even when purchased as part of a promotion.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as possible at:
We recommend contacting us within 48 hours of delivery whenever possible, as this helps us investigate the issue quickly.
Please provide:
- Your order number
- A description of the issue
- Clear photos of the item
- Photos of the packaging where relevant
- Any additional information reasonably required to review the claim
Once the issue has been reviewed, we will provide an appropriate resolution. Depending on the circumstances, this may include a replacement, corrected item, refund or another resolution agreed with you.
Please do not discard the item or its original packaging until your claim has been reviewed.
Normal wear and tear, accidental damage, improper use, improper care or damage occurring after delivery are not considered manufacturing defects.
Exchanges
If you would like a different item, size or style, please contact us before returning your original purchase.
Exchange availability depends on stock and product eligibility.
Earrings cannot be exchanged for change-of-mind reasons due to hygiene and safety considerations.
Where an exchange cannot be accommodated, an eligible return may be processed in accordance with this Refund Policy.
Refunds
Once your return is received, we will inspect the item to confirm that it meets the eligibility requirements described in this policy.
If approved, the refund will be issued to the original payment method.
TAIA Jewellery will submit an approved refund within 5 business days after the returned item has been inspected and approved.
Your bank, credit card issuer or payment provider may require additional processing time before the refund appears in your account.
TAIA does not control processing times after a refund has been submitted to the payment provider.
If you receive confirmation that a refund has been issued but do not see the funds after a reasonable processing period, please contact your bank or payment provider first.
You may also contact us at contact@taiajewellery.com for assistance.
Store Credit
Where a refund is due under this policy, it will normally be issued to the original payment method.
Store credit may be offered as an alternative resolution where:
- It is agreed with the customer; or
- It is specifically provided for under the terms of an applicable promotion or offer
Any store credit offered will be clearly communicated before the resolution is finalized.
Store credit cannot be redeemed for cash unless required by applicable law.
Orders Marked as Delivered
If tracking shows your order as delivered but you cannot locate it, please contact us as soon as possible at:
We will review the available delivery information and, where appropriate, work with the carrier to investigate.
As part of the investigation, we may ask you to:
- Confirm the delivery address
- Check with household members
- Check with neighbors
- Check with building management or reception
- Contact or provide information requested by the carrier
Claims involving loss, theft, misdelivery or other delivery issues will be reviewed based on the circumstances and available tracking information.
Please refer to our Shipping Policy for additional information regarding delayed, missing or incorrectly delivered packages.
Applicable consumer rights remain unaffected.
Address Errors
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an address error, please contact us as soon as possible.
We will do our best to update the address before shipment, but changes cannot be guaranteed once an order has entered processing or has been dispatched.
If an order is returned to us because of an incomplete or incorrect address provided at checkout, additional shipping costs may apply before the order can be resent.
Cases involving carrier misdelivery despite a correct address will be reviewed separately.
Cancellations
If you would like to cancel an order, contact us as soon as possible at:
We will do our best to accommodate cancellation requests.
However, cancellation cannot be guaranteed once an order has entered processing, fulfillment or shipment.
If an order can no longer be cancelled, the applicable return conditions in this policy will apply after delivery.
2-Year Color Warranty
Eligible jewellery may also be covered by our 2-Year Color Warranty.
The 2-Year Color Warranty is separate from the 30-day change-of-mind return policy and has its own eligibility requirements, exclusions and claim procedures.
Please review our 2-Year Color Warranty for full details.
Consumer Rights
Nothing in this Refund Policy is intended to exclude or limit rights that cannot lawfully be excluded under applicable consumer protection laws.
Where mandatory consumer rights provide greater protection than this policy, those rights will apply.
Business Information
TAIA Jewellery is operated by NG GROUP LLC.
Business Mailing Address
221 Main St, STE R
Nashua, NH 03060
United States
Email
contact@taiajewellery.com
Phone
+1 (603) 864-9108
Customer Service
Monday–Friday
9:00 AM–5:00 PM Eastern Time