Terms and conditions

SHIPPING POLICY

We have no control over road surveillance and control agencies, or unexpected fortuitous events on routes, therefore we are not responsible for any delays that may occur, so we seek your understanding and patience in case this occurs.

Tracking information will be available to you as soon as it is available to us.

Approximate shipping time (not including weekends/holidays):

  • 5 to 20 business days, depending on the type of accessory. If it is a jewel that is not available at the moment and because it is a special jewel, it must be made personalized, this type of shipment would take 20 business days.
  • (tracking system available from the transport company)

PROCESSING TIME VS SHIPPING TIME

Processing time (4-6 business days) is different from shipping time and should be added to the total shipping time. Orders usually take 4-6 business days to be fully processed (checked, packed, sent to logistics and sent to the post office).

After your order has been processed, your package will be picked up by our shipping company for shipping.

CANCELING AN ORDER

Once an order is placed, we will not be able to cancel it after 30 minutes as your order may have already been processed.

Please email us at neogold23@hotmail.com as soon as possible if you wish to cancel an order you have just placed.

UNCLASSIFIED ORDERS

We are not responsible for packages returned to us as refused, unclaimed, undeliverable, or due to incorrect or insufficient address.

EXCHANGE OR WARRANTY POLICY

  1. The time to make a change at NEOGOLD JOYERIAS is 8 business days after the delivery date of the product.
  2. The analysis and approval of the change has a waiting time of 5 business days.
  3. Products that have been discounted are not eligible for exchange.
  4. NEOGOLD JOYERIAS does not refund money under any circumstances, exchanges must be for other accessories.
  5. Any additional costs incurred by the change are the responsibility of the customer.
  6. Our products have a 90-day warranty against manufacturing defects.
  7. The warranty for manufacturing defects for gold jewelry is three (3) months. It does not cover natural wear and tear that the product suffers with use, nor damage caused by misuse of the same, such as:
  • Sinkholes
  • Broken chain or bracelet
  • Breaking of a stone
  • Damage to the jewelry caused by contact with: sweat, chlorine, salt water, chemicals, cleaning products, makeup, hot water, perfumes, creams and hairsprays
  • Change in the natural state of the precious or semi-precious stone
  • White gold jewelry requires periodic maintenance (rhodium plating) to preserve its shine and color. Rhodium plating tends to fade with use and contact with creams, perfumes and soaps, which is not a factory defect of the product and is therefore not covered by the warranty.
  • Jewelry with stones may deteriorate in setting with normal use, when they are hit or rubbed, causing the stones to come loose, which is not a product defect and is not covered by the warranty.
  • The fabric of some bracelets and chains stretches over time, although this is not a manufacturing defect.
  1. Damage caused to accessories due to misuse and normal wear and tear of the accessory due to use will not be covered by warranty.
  2. Accessories for which a warranty is requested will be reviewed and will have 7 business days to respond regarding the warranty.
  3. To request the warranty and/or exchange, you must present the original invoice or the certificate of authenticity at the point of sale where you purchased the product. If you do not have the invoice, you must wait an additional 7 business days.
  4. All requests for changes and/or guarantees to NEOGOLD JOYERIAS will be made under the terms and according to the rules established in Title III, Chapter I in Law 1480 of 2011 – Consumer Protection Statute and Decree 735 of 2013.