Refund policy

Thank you for choosing Nina Moretti. Each piece is carefully prepared, inspected and packaged with great attention. This policy explains the conditions regarding refunds, replacements and order issues for purchases made on www.moretti-roma.com.

1. All Sales Are Final (No Returns)

All purchases made on our website are final sale.

We do not accept returns, exchanges or refunds for :

  • change of mind
  • incorrect size selection
  • incorrect address provided by the customer
  • delays caused by carriers
  • refused deliveries

By placing an order, the customer agrees to this policy.

2. Order Cancellations

Orders are processed immediately to ensure fast fulfillment.

Therefore, orders cannot be cancelled or modified once placed.

Please verify all information before completing your purchase.

3. Non-Returnable Products (Hygiene Policy)

For hygiene and safety reasons, jewelry cannot be returned once delivered, including:

  • earrings
  • rings
  • bracelets
  • necklaces

This ensures every customer receives a brand-new product.

4. Lost, Damaged or Incorrect Items (Covered Cases)

While returns are not accepted, we fully protect customers in case of delivery issues.

We will offer a replacement or refund if:

  • the item arrives damaged
  • the item is defective
  • the wrong item was received
  • the order is lost in transit

The customer must contact us within 48 hours of delivery.

Required:

  • clear photos or video proof
  • order number

Without proof, claims may be denied.

5. Delivered Packages

If tracking shows the package as “Delivered”, Nina Moretti is not responsible for:

  • theft
  • misplaced packages
  • incorrect shipping address provided by the customer

Customers must contact the carrier directly in these cases.

6. Shipping Delays

Shipping times are estimates and may vary due to:

  • customs clearance
  • carrier delays
  • peak seasons
  • weather or logistical disruptions

Delays do not qualify for refunds.

7. Refund Processing (If Approved)

If a claim is approved, the refund will be issued to the original payment method within 5–10 business days.

8. Chargebacks & Disputes

By purchasing on our website, the customer agrees to contact our support team before opening a payment dispute.

Opening a chargeback without contacting us first may result in the claim being contested with proof of policy acceptance and delivery confirmation.

9. Contact

Customer support is available:

LiveChat
Hours: Monday–Friday, 10AM–6PM (CET)