Returns and Complaints

Return Policy

Return Period

Every customer has the right to return a product within 14 days from the day of receiving the order. The return must be reported within this period. After this period expires, returns will not be accepted.

Return Conditions

For a return to be valid, the product must meet the following conditions:

• Be in an unused condition
• Remain in its original packaging (unopened or only opened for inspection purposes)
• Show no signs of use
• Be in the same condition as delivered (without scratches, dents, damage or other defects)

Products that do not meet these conditions will be returned without processing the return.

Return Shipping Costs

Return shipping costs are covered by the Customer. We recommend using courier services (UPS, InPost) that offer collection on delivery options. Please note that without covering return shipping costs, the package will not be accepted.

Please mark your return shipment with your order number or tracking code received from us.

Return Procedure

1. Report the return - Contact us via email at {{ COMPANY.supportEmail }} or by phone {{ COMPANY.phoneNumber }}
2. Get confirmation - Once your return is approved, you will receive return instructions and a return number
3. Send the product - Send the product to the address provided by our team. You will cover the shipping cost
4. Wait for verification - Once we receive the product, we verify its condition
5. Receive your refund - After successful verification, your refund will be processed

Refunds

After successful processing of your return and verification of the product's condition, your money will be refunded to your account within 7-14 business days. Processing time depends on your bank.

The refund amount does not include the cost of the original shipment or return shipping costs incurred by you.

Product Exchange

If you prefer an exchange instead of a return, we have good news! We can exchange the product for another from our range. In this case:

• You cover the cost of returning the old product
• We cover the cost of shipping the new product
• The exchange will be completed after verification of the returned item's condition

To make an exchange, contact us at the addresses provided above.

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Complaints Policy

Complaint Period

Complaints can be reported during the product's warranty period. Each piece of jewelry comes with a warranty covering material and manufacturing defects.

Types of Defects

Manufacturing and Material Defects

If a product has a manufacturing defect (material defect, poor workmanship, etc.) that appears during normal use:

• We cover the cost of returning the defective product
• We cover the cost of shipping the replacement product or refund
• You can choose exchange or refund
• You do not incur any costs

Damage Caused by Customer

If the product was damaged due to:

• Improper use
• Dropping or collision
• Exposure to extreme conditions (high temperature, humidity, chemicals)
• Damage by third party
• Normal wear and tear

In this case:

• Customer covers the return shipping cost
• No right to exchange or refund
• We can offer repair for an additional fee

Complaint Procedure

1. Report the complaint - Send an email to {{ COMPANY.supportEmail }} or call {{ COMPANY.phoneNumber }} with a description of the issue and photos of the product
2. Provide details - Include your order number, purchase date and exact description of the defect
3. Send the product - After our confirmation, send the product back (you cover return shipping unless it's a manufacturing defect)
4. Wait for assessment - Our team will inspect the product and determine the cause of damage
5. Receive decision - We will inform you of the outcome and offer (exchange, refund or repair)

Processing Times

• Complaint review: up to 14 days from receiving the product
• Sending replacement or refund: up to 7 days from decision

Purchase Proof

To expedite the complaint process, please provide:

• Order number
• Purchase date
• Copy of transaction confirmation (email confirmation is acceptable)
• Photos of the product showing the defect

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Contact

Email: {{ COMPANY.supportEmail }}
Phone: {{ COMPANY.phoneNumber }}
Available hours: {{ formattedHours }}

If you have any questions about returns or complaints, please contact us. Our team will be happy to help!

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Important Information

• This return and complaint policy does not limit your consumer rights under applicable law.
• In case of conflict between this policy and applicable law, the provisions of law apply.
• We reserve the right to change this policy. Any changes will be published on our website.