Effective date: 11 September 2026
This policy applies to NEYFI one-of-one turquoise stones purchased through neyfi.com. It should be read with the product page, the NEYFI Record, and any order confirmation.
Orders, payment and cancellation
Orders are submitted through the checkout payment method shown on the site. NEYFI may re-check stone availability, destination eligibility, order details and payment status before accepting or fulfilling an order. If NEYFI cannot accept an order after payment has been authorised, we will contact you and arrange a refund through the original payment method.
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.
When a return may be requested
If a delivered stone is materially misdescribed, arrives damaged, or is not the stone confirmed in the order, contact hello@neyfi.com within 7 calendar days of delivery. Include the order reference and clear photographs of the packaging and stone so we can review the issue.
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.
Return shipping and natural character
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 policy does not limit any mandatory consumer rights that apply to you.
Contact
For a cancellation, return or refund question, email hello@neyfi.com and include your order reference.