Refund policy

We want you to be completely satisfied with your jewelry. Because jewelry is a high-value product, we carefully check every returned item. This protects both you and our company against loss, damage and fraud.

This Policy applies to purchases made through our online store. It supplements, and does not limit, the mandatory consumer rights that apply in your country. Where the mandatory law of your country of residence gives you more favorable rights than this Policy, those rights apply.

1. Your Right to Withdraw (Cancel Your Order)

If you are a consumer in the European Union or the European Economic Area, you may withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

The 14-day period starts on the day you (or a person you have designated, other than the carrier) receive the goods. If you ordered several items delivered separately, the period starts on the day you receive the last item.

How to withdraw. Text  us on WhatsApp with a clear statement that you wish to withdraw. You may use the Model Withdrawal Form in Annex 1, but it is not mandatory. Please include your order number, your name and the email address used for the order. It is sufficient to send your notice before the 14-day period expires. We will confirm receipt of your withdrawal by email.

Effects of withdrawal. You must send the goods back without undue delay and no later than 14 days after telling us of your withdrawal. Refunds are made as described in Section 6.

2. Personalized and Made-to-Order Jewelry

Personalized and made-to-order items cannot be returned or withdrawn because you changed your mind. This is provided for by law. It includes, for example:

• engraving or other personalization applied at your request;
• a piece designed or manufactured to your individual design or measurements.

Standard products in our standard design and standard size range are not considered personalized and remain eligible for return. Personalized items are clearly marked on the product page, and we ask you to confirm this exclusion before completing your order.

This exclusion does not affect your statutory rights regarding defective, damaged or non-conforming goods (see Section 8).

3. Returning the Goods

• Return address: please send the goods to the address stated in your order confirmation or in our confirmation of your withdrawal: Str. Baba Novac 5, bloc M1, scara B, ap. 22, 031622 Bucharest Bucharest, Romania. Returns sent to any other address may be delayed.
• Packaging: pack the jewelry securely, ideally in its original packaging together with all certificates, product cards and accessories, inside sturdy outer packaging.
• Shipping cost: you bear the direct cost of returning the goods. We strongly recommend a tracked and insured service with proof of delivery, given the value of the item.
• Risk during return: the goods travel at your risk until they arrive at our return address. Please keep your proof of shipment.

4. Condition of Returned Jewelry and Diminished Value

You may try on and inspect the jewelry only to the extent necessary to establish its nature, characteristics and functioning, as you would in a physical shop.

Returned items must be unworn, undamaged and unaltered. You are liable for any loss in value resulting from handling beyond what is necessary, for example wear, scratches, damage, resizing, engraving, polishing, repair or other alteration, as well as missing components, certificates, tags or packaging. Where permitted by law, we will deduct the actual loss in value from your refund and explain the deduction to you in writing, with photographs where relevant.

5. Verification and Inspection of Returned Items

We inspect every returned item after it arrives. We compare it with our order records, which may include:

• product specifications, metal type and purity, weight and dimensions;
• stone and gemstone characteristics;
• certificates, serial numbers and other identification marks;
• photographs and/or video records made before shipment;
• packaging and included documentation.

The purpose of the inspection is to confirm that the returned item is the item we supplied and to assess its condition.

6. Refunds

• Timing: we refund all payments received from you, including standard delivery costs, without undue delay and at the latest within 14 days of the day we are informed of your decision to withdraw. Extra costs for a delivery method more expensive than our cheapest standard delivery are not refunded.
• Withholding until return: we may withhold the refund until we have received the goods back, or until you provide evidence that you have sent them back, whichever is earlier.
• Payment method: we refund using the same payment method you used for the original transaction. Your payment provider may need additional time to make the funds available.
• Deductions: any deduction under Section 4 will be explained to you in writing.

7. Returned Item Differs From the Item Shipped

If, on inspection, the returned item is not the item we supplied or shows signs of substitution, we will notify you in writing, explain our findings, give you a reasonable opportunity to respond, and keep the item at your disposal.

In such a case, we do not treat the goods we supplied as having been returned, and no refund will be made until the matter is resolved. We may request additional information, photographs or documentation and, where the law permits, report suspected fraud to the competent authorities. This Section does not limit your rights under applicable law.

8. Damaged, Defective or Non-Conforming Jewelry

Damage in transit. We ship orders with tracked and insured delivery. Please inspect your parcel on delivery and tell us as soon as possible if it is visibly damaged.

Legal guarantee of conformity. You are entitled to goods that conform to the contract. Under EU consumer law you have at least a two-year legal guarantee from delivery; national law may give you additional rights.

What to do. Contact us at WhatsApp as soon as you notice a problem, with:

• your order number;
• a description of the issue;
• photographs of the jewelry and, where relevant, the packaging.

If the goods are confirmed to be defective, damaged on arrival, incorrect or otherwise non-conforming, we cover the cost of the remedy, including return shipping. This Section does not limit your statutory rights.

9. Exchanges and Ring Size Changes

We can change the size of a ring, subject to availability and provided the item is not personalized or made to order. Please contact us before sending anything back.

For size changes, the cost of shipping the ring to us and of shipping it back to you is paid by the buyer. Any additional resizing charges will be communicated to you in advance. Personalized or made-to-order items cannot be resized or exchanged.

Alternatively, you can withdraw under Section 1 and place a new order.

10. Pre-Shipment Records and Data Protection

For quality control and security, we photograph and/or video-record jewelry and its packaging before shipment. These records document the condition, specifications and identifying characteristics of the jewelry, the packaging, and the certificates included. We keep them as part of our order records and may use them to investigate a return, a damage claim or any other order-related dispute.

Where these records contain personal data, we process them in accordance with our Privacy Policy , based on our legitimate interest in preventing fraud and resolving disputes.

11. Fraud Prevention

We keep records of high-value orders. Where reasonably necessary, we may investigate suspected product substitution, fraudulent return claims, unauthorized modifications, intentional damage, missing components or falsified documents, in accordance with Section 7 and applicable law.

12. Customers Outside the EU/EEA

For deliveries outside the EU/EEA, consumer rights depend on the law of your country. For the United Kingdom, a 14-day cancellation right applies under UK law.
For other countries, we accept returns of unworn, unaltered items in original condition within 14 days, at your cost. Customs duties, import taxes and clearance costs are not refunded unless required by law. Please contact us before shipping.

13. Applicable Law and Complaints

Our company is established in Romania. This Policy and our contracts are governed by Romanian law. If you are a consumer, you keep the protection of the mandatory consumer laws of the country where you live.

Please include your order number in all correspondence about a return or refund.

Annex 1: Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. You are not required to use it.)

To: our company: Str. Baba Novac 5, bloc M1, scara B, ap. 22, 031622 Bucharest Bucharest, Romania

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():

Ordered on () / received on ():
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: