Terms and Conditions

Terms and Conditions (T&Cs)

Last Updated: November 2025

1. Scope of Application

These General Terms and Conditions (T&Cs) apply to all orders placed by consumers through our online store at www.nerenova.com (hereinafter referred to as "we," "us," or "Nerenova").

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, craft, or profession.

These T&Cs apply exclusively. We do not recognize any conflicting or deviating terms and conditions of the customer unless we have expressly agreed to their validity in writing.

2. Contract Partner & Customer Service

The purchase contract is concluded with:

Nerenova
[Your complete company name]
[Street Address]
[Postal Code, City, Country]
Telephone: [Phone Number]
Email: [Email Address]
VAT ID: [VAT Identification Number, if applicable]

Our customer service team is available to assist you with questions, complaints, or returns on business days from 9:00 AM to 5:00 PM (GMT). You can reach us via email at [Email Address] or through our contact form on the website.

We strive to respond to all inquiries within 24-48 hours during business days.

3. Conclusion of Contract

3.1 Product Presentation

The products displayed in our online store do not constitute a legally binding offer but rather an invitation to place an order (invitatio ad offerendum). Product descriptions, images, and specifications are as accurate as possible but may vary slightly due to natural variations in materials or display settings.

3.2 Order Process

You submit a binding offer to purchase the items in your shopping cart by clicking "Complete Order" or "Buy Now" at the end of the checkout process.

After receiving your order, you will receive an automated email confirming receipt of your order. This confirmation does not constitute acceptance of your offer.

3.3 Contract Formation

The contract is only concluded when we send you an express declaration of acceptance (e.g., shipping confirmation via email) or when we actually dispatch the goods, whichever occurs first.

We reserve the right to reject orders in cases of suspected fraud, unavailability of products, pricing errors, or other reasonable grounds. In such cases, you will be notified immediately and any payment already made will be refunded in full.

4. Prices & Shipping Costs

4.1 Product Prices

All prices stated are in the relevant currency (GBP, EUR, USD, etc., depending on your location) and include the applicable statutory value-added tax (VAT) or sales tax at the current rate.

4.2 Shipping Costs

In addition to the product prices, shipping costs may apply. These will be clearly displayed during the checkout process before you complete your order.

We offer free worldwide shipping on all orders as part of our commitment to customer satisfaction.

4.3 International Orders

For deliveries to non-EU countries or regions outside the UK, additional customs duties, taxes, or fees may be levied by local authorities. These charges are the responsibility of the customer and are not included in our product or shipping prices. We recommend checking with your local customs office for more information.

4.4 Currency Conversion

If you are ordering from outside the primary currency zone, your bank or payment provider may apply currency conversion fees. These are not charged by Nerenova and are beyond our control.

5. Payment Terms

5.1 Available Payment Methods

The following payment methods are available:

  • PayPal – Secure payment processing through PayPal
  • Credit/Debit Card – Visa, MasterCard, American Express (where available)
  • Klarna – Pay now, pay later, or installment options
  • Stripe – Secure card processing
  • Apple Pay / Google Pay – Quick checkout via mobile wallet (where available)
  • Shop Pay – Fast, secure checkout (where available)

5.2 Payment Processing

Payment is processed immediately upon order completion, unless you have selected a payment method with a deferred payment option (e.g., "Klarna Pay Later").

All payments are processed through secure, encrypted payment gateways. We do not store your complete credit card information on our servers.

5.3 Payment Security

We use industry-standard SSL encryption to protect your payment information. All transactions are processed in compliance with PCI-DSS standards.

6. Delivery & Shipping Terms

6.1 Delivery Area

We deliver worldwide to most countries. A complete list of delivery destinations can be found on our Shipping Information page. If your country is not listed, please contact us to discuss delivery options.

6.2 Processing & Delivery Time

Unless otherwise stated in the product listing, orders are processed and shipped within 1-3 business days after receipt of payment.

Estimated delivery times (after dispatch):

  • UK: 2-5 business days
  • Europe: 3-7 business days
  • USA/Canada: 5-10 business days
  • Rest of World: 7-15 business days

Please note these are estimates and may vary depending on customs processing, local postal services, and peak seasons (e.g., holidays).

6.3 Shipping Carriers

We work with reliable shipping partners including DHL, Royal Mail, USPS, and other reputable carriers depending on your location. Tracking information will be provided via email once your order has been dispatched.

6.4 Delivery Address

Please ensure your delivery address is complete and accurate. We are not responsible for orders delivered to incorrect addresses provided by the customer. If you need to change your delivery address, please contact us immediately after placing your order.

6.5 Partial Deliveries

We reserve the right to make partial deliveries where reasonable and if this does not result in additional costs or significant inconvenience to you.

6.6 Failed Delivery

If delivery cannot be completed due to your absence or incorrect address information, the carrier will typically leave a notice. Please follow the carrier's instructions to arrange redelivery or collection. If the package is returned to us due to failed delivery attempts, you may be charged for re-shipping.

7. Retention of Title

The goods remain our property until full payment has been received. In the event of late payment, we reserve the right to charge reminder fees, interest, or collection costs in accordance with applicable law.

8. Right of Withdrawal (for Consumers)

8.1 Withdrawal Period

Consumers have a statutory right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods.

8.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw by means of a clear statement (e.g., email, letter, or through our returns portal).

You can contact us at: Nerenova
Email: [Returns Email]
[Return Address]

8.3 Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive notice of your withdrawal.

We will use the same payment method you used for the original transaction unless expressly agreed otherwise. You will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is earliest.

8.4 Return of Goods

You must send back the goods without undue delay and in any event no later than 14 days from the day you communicate your withdrawal to us. The deadline is met if you send the goods before the 14-day period expires.

Return shipping costs: You will bear the direct cost of returning the goods unless we have agreed to cover these costs.

Condition of returned goods: You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Items must be unworn, unwashed, and in original condition with all tags attached.

8.5 Exceptions to the Right of Withdrawal

In accordance with consumer protection laws, the right of withdrawal does not apply to:

  • Personalized or customized items – Products that have been made to your specifications or clearly personalized (e.g., custom engravings, names, photos)
  • Sealed goods unsealed after delivery – For hygiene reasons, certain products that have been unsealed or tampered with cannot be returned
  • Items damaged by the customer – Products that show signs of wear, use, or damage not caused during shipping

8.6 Return Address

Please return items to:

Nerenova Returns Department
[Complete Return Address]
[Postal Code, City, Country]

We recommend using a tracked shipping method for returns to ensure safe delivery.

9. Returns & Refunds

9.1 Return Process

To initiate a return, please contact our customer service team at [Returns Email] with your order number and reason for return. We will provide you with return instructions and, where applicable, a return authorization number.

9.2 Inspection of Returned Goods

Upon receipt of returned goods, we will inspect them to ensure they meet our return conditions. Items must be:

  • Unworn and unused
  • In original packaging with all tags attached
  • Free from damage, stains, alterations, or odors
  • Accompanied by proof of purchase

9.3 Refund Processing

Approved refunds will be processed within 14 days of receiving and inspecting your return. The refund will be issued to the original payment method used for the purchase.

Please note that it may take an additional 3-10 business days for the refund to appear in your account, depending on your bank or payment provider.

9.4 Non-Refundable Items

The following cannot be refunded:

  • Worn, used, or damaged items (unless defective upon receipt)
  • Items without original tags or packaging
  • Personalized or custom-made products
  • Items returned after 30 days from delivery

9.5 Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, please return the original item for a refund and place a new order.

10. Warranty & Liability for Defects

10.1 Statutory Warranty

The statutory warranty rights apply in accordance with applicable consumer protection laws. The warranty period is 2 years from receipt of the goods for consumers within the EU/UK, or as required by local law in other jurisdictions.

10.2 Defect Reporting

If you discover a defect in your jewelry, please contact us immediately at [Email Address] with:

  • Your order number
  • Description of the defect
  • Photos of the defect (if possible)
  • Date of receipt

10.3 Remedies for Defects

In case of defects, you are entitled to:

  1. Repair – We will repair the item at no cost to you
  2. Replacement – We will send you a replacement item
  3. Price reduction – If repair or replacement is not possible
  4. Refund – As a last resort if other remedies fail

10.4 Exclusions from Warranty

We are not liable for:

  • Normal wear and tear – Natural aging, fading, or deterioration from regular use
  • Improper use – Damage caused by misuse, accidents, or failure to follow care instructions
  • Care-related damage – Damage from improper cleaning, exposure to chemicals, water damage (if not advertised as waterproof), or storage
  • Alterations – Any modifications made by third parties
  • Loss or theft – We are not responsible for lost or stolen items after delivery

10.5 Care Instructions

To maintain the quality and longevity of your jewelry:

  • Remove jewelry before swimming, showering, or exercising
  • Avoid contact with perfumes, lotions, cleaning products, and harsh chemicals
  • Store in a cool, dry place, preferably in the provided pouch or box
  • Clean gently with a soft, lint-free cloth
  • For gold-plated items, avoid abrasive materials that may remove plating

11. Vouchers & Discount Codes

11.1 Redemption

Vouchers and discount codes can only be redeemed in our online store during the checkout process. Retrospective application to completed orders is not possible.

11.2 Validity Period

Discount codes are only valid during the specified promotional period. Each code can typically only be used once per customer and per order, unless otherwise stated in the promotion terms.

11.3 Restrictions

  • Only one discount code may be used per order unless explicitly stated otherwise
  • Discount codes cannot be combined with other offers unless specified
  • Codes cannot be exchanged for cash
  • Minimum order values may apply to certain promotions
  • Some products may be excluded from promotional discounts

11.4 Misuse

We reserve the right to cancel or refuse orders if we suspect misuse, fraud, multiple redemptions by the same customer using different accounts, or any form of manipulation. In such cases, we may also block the customer from future use of our service.

12. Data Protection & Privacy

We take the protection of your personal data very seriously. Information about how we collect, use, store, and protect your personal data can be found in our comprehensive Privacy Policy, which is available on our website.

By placing an order, you consent to the processing of your personal data as described in our Privacy Policy, in accordance with GDPR (for EU customers) and other applicable data protection regulations.

13. Limitation of Liability

13.1 Unlimited Liability

We are fully liable without limitation in cases of:

  • Intent or gross negligence
  • Injury to life, body, or health
  • Breach of fundamental contractual obligations (cardinal obligations)
  • Claims under product liability law
  • Fraudulent concealment of defects

13.2 Limited Liability

For slight negligence, we are only liable in cases of breach of essential contractual obligations. In such cases, liability is limited to foreseeable, typically occurring damages.

13.3 Exclusion of Liability

Beyond the above, any further liability is excluded to the extent permitted by law. This applies in particular to:

  • Indirect or consequential damages
  • Loss of profit
  • Loss of data (unless such loss could not have been prevented by appropriate backup measures on your part)

13.4 Third-Party Services

We are not liable for the content, availability, or security of third-party websites linked from our site, nor for services provided by third-party payment processors, shipping carriers, or other external service providers, except where required by mandatory law.

14. Intellectual Property Rights

14.1 Copyright

All content on nerenova.com, including but not limited to text, graphics, logos, images, videos, product descriptions, and website layout, is protected by copyright, trademark, and other intellectual property laws.

14.2 Restrictions on Use

You may not:

  • Copy, reproduce, distribute, or publicly display any content from our website without our express written permission
  • Use our content for commercial purposes
  • Modify, reverse engineer, or create derivative works from our website or products
  • Remove or alter any copyright notices, trademarks, or proprietary marks

14.3 Trademark Protection

"Nerenova" and our logo are registered trademarks. Unauthorized use of our trademarks will be prosecuted to the fullest extent of the law.

14.4 User-Generated Content

If you submit reviews, photos, or other content to our website, you grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, modify, and display such content for marketing and promotional purposes.

15. Applicable Law & Jurisdiction

15.1 Governing Law

These Terms and Conditions and all disputes arising from or in connection with them are governed by the laws of [Your Country], excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

For consumers with habitual residence outside of [Your Country], the mandatory consumer protection provisions of their respective country additionally apply.

15.2 Jurisdiction

For disputes with merchants, legal entities under public law, or special funds under public law, the place of jurisdiction is our registered office.

For consumers, the statutory places of jurisdiction apply.

15.3 Language

These Terms and Conditions are provided in English. In case of any conflict between translated versions, the English version shall prevail.

16. Online Dispute Resolution (ODR)

16.1 EU Platform

The European Commission provides a platform for online dispute resolution, which can be accessed at:
https://ec.europa.eu/consumers/odr

This platform serves as a point of entry for the out-of-court resolution of disputes concerning contractual obligations arising from online sales contracts.

16.2 Participation in Alternative Dispute Resolution

We are not obligated to participate in dispute resolution proceedings before a consumer arbitration board, nor do we commit to doing so voluntarily. However, we are always happy to work with customers to resolve any issues amicably.

If you have a complaint, please contact our customer service team first at [Email Address], and we will do our best to resolve the matter promptly and fairly.

17. Miscellaneous Provisions

17.1 Severability

Should any provision of these Terms and Conditions be or become invalid or unenforceable in whole or in part, the validity of the remaining provisions shall remain unaffected. The invalid or unenforceable provision shall be replaced by a valid provision that comes closest to the economic purpose of the invalid provision.

17.2 Amendments to Terms

We reserve the right to amend these Terms and Conditions at any time. Changes will be communicated to customers via email or through a notice on our website. Continued use of our services after such changes constitutes acceptance of the modified terms.

For existing contracts, the terms in effect at the time of order placement apply unless changes are legally required or benefit the customer.

17.3 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to third parties, particularly in the event of a business sale or restructuring.

17.4 Force Majeure

We are not liable for delays or failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, war, terrorism, pandemics, labor disputes, government actions, or failures of suppliers or carriers.

17.5 Entire Agreement

These Terms and Conditions, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Nerenova regarding your use of our website and purchase of products.

17.6 No Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to in writing by us.

17.7 Contact for Questions

If you have any questions about these Terms and Conditions, please contact us at:

Nerenova Customer Service
Email: [Email Address]
Phone: [Phone Number]
Address: [Complete Address]

Thank you for choosing Nerenova. We're committed to providing you with beautiful, meaningful jewelry and exceptional customer service.