Effective date: 1 September 2026
This Privacy Policy explains how NEYFI handles information provided while you browse the site, create an account, submit an order request, or contact us.
Information we collect
Depending on how you use NEYFI, we may collect your name, email address, delivery address, telephone number, account details, the stones you select, order-request information, and messages you send us. Our website and commerce services may also process technical information such as your IP address, browser type, device information, and cookies needed for security, login, checkout, and site operation.
How we use information
We use this information to operate the site, respond to enquiries and order requests, verify availability, arrange insured delivery after an order is approved, communicate about payment and dispatch, prevent misuse, and meet applicable legal or accounting obligations. Submitting an order request does not itself reserve a stone or collect payment.
Sharing
We share personal information only when it is reasonably necessary to operate NEYFI or fulfil an approved order: with hosting and commerce service providers, payment providers once enabled, insured delivery partners, and professional advisers or authorities where required by law. We do not sell personal information.
Cookies and similar technologies
NEYFI uses cookies and related technologies that are necessary for core features such as login, cart and checkout. Service providers may also set limited cookies for security or performance. You can control cookies in your browser, although disabling essential cookies may affect site functionality.
Retention and security
We retain information only for as long as needed for the purposes described here, including customer support, order administration, security, and legal record-keeping. We use reasonable administrative and technical measures to protect information; however, no online system can be guaranteed completely secure.
Your choices
You may ask us to access, correct, or delete personal information we hold about you, subject to legal and operational obligations. You may also opt out of non-essential communications at any time.
International use
NEYFI serves collectors and designers internationally. Information may be processed in countries where our service providers or fulfilment partners operate. By using the site or requesting an order, you understand that such processing may occur.
Changes to this policy
We may update this policy when our services, providers, or legal obligations change. The effective date above shows when it was last revised.
Contact
For privacy questions or requests, email hello@neyfi.com.
Refunds, returns and cancellations
NEYFI order requests are reviewed before payment is collected. You may request cancellation by emailing hello@neyfi.com before dispatch; cancellation cannot be guaranteed once a stone has been dispatched or transferred to a carrier.
If a delivered stone is materially misdescribed, arrives damaged, or is not the stone confirmed in the order, contact us within 7 calendar days of delivery with the order reference and clear photographs of the packaging and stone. We will review the evidence and, where a return is approved, provide written return instructions. Do not send a stone back without authorisation. An approved refund is issued to the original payment method after the returned item is received and inspected. Where the issue is caused by NEYFI, reasonable return shipping may be reimbursed; otherwise, return shipping is the customer’s responsibility unless mandatory law provides otherwise.
Each stone is a one-of-one natural object. Minor differences in screen colour, lighting, or natural surface character are not a defect where the stone matches its published documentary description and approved media. This section does not limit any mandatory consumer rights that apply to you.