Returns & Warranty Policy

EU RETURNS & WARRANTY POLICY

This policy applies to customers purchasing from the European Union through our online store.

1. 14-DAY RIGHT OF WITHDRAWAL

For eligible online purchases delivered within the European Union, you have the right to withdraw from your purchase within 14 days from the day you, or a person appointed by you, receive the item.

You do not need to give a reason for exercising this right.

To request a return, please contact us within 14 days of delivery and provide your order number, full name, contact details and the item you wish to return.

2. CONDITION OF RETURNED ITEMS

Returned items must be sent back in their original condition, unused, unworn, undamaged and with all original packaging, certificates, documents, tags, security seals and accessories included.

We reserve the right to reduce the refund amount if the item has been handled beyond what is necessary to inspect it, or if it is returned with signs of wear, damage, alteration, missing documentation or missing packaging.

For jewellery, “inspection” means viewing and carefully trying the item on in a manner consistent with its nature and value. It does not include wearing the item for an event, resizing it, altering it, engraving it, damaging it, exposing it to chemicals, or removing security tags or seals.

3. RETURN SHIPPING

Unless otherwise stated by us in writing, the customer is responsible for the cost and risk of returning the item under the 14-day withdrawal right.

We strongly recommend using insured, trackable and secure shipping, appropriate for high-value jewellery. The item remains the customer’s responsibility until it is safely received by us.

If the item is defective, damaged on arrival, or not as described, return shipping costs will be handled in accordance with your statutory consumer rights.

4. REFUNDS

Once we receive and inspect the returned item, we will process the eligible refund to the original payment method.

Refunds may be withheld until we have received the returned item or until you have provided proof that the item has been sent back.

Original delivery charges may be refunded where required by applicable law. Any additional costs resulting from your choice of a premium or express delivery method may not be refundable unless required by law.

5. EXCEPTIONS: BESPOKE, MADE-TO-ORDER, ENGRAVED AND PERSONALISED ITEMS

The 14-day right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised.

For this reason, bespoke, made-to-order, engraved, customised, resized-to-order, specially sourced, specially mounted, altered or otherwise personalised jewellery cannot be returned or cancelled simply because you changed your mind.

This includes, but is not limited to:

  • rings made or resized to a specific finger size;
  • jewellery with engraving, initials, dates, symbols or personal inscriptions;
  • designs created or modified at the customer’s request;
  • items made with a specifically selected stone, metal, setting or design variation;
  • one-off commissions and special orders.

This exception does not affect your legal rights if the item is defective, damaged on arrival, or not as described.

6. TWO-YEAR LEGAL GUARANTEE FOR DEFECTIVE GOODS

All eligible goods sold to EU consumers are covered by the minimum two-year legal guarantee for lack of conformity.

If an item has a manufacturing defect, is not as described, or does not conform to the contract, you may be entitled to repair, replacement, exchange, price reduction or refund in accordance with applicable consumer law.

During the guarantee period, we will assess each claim individually. If the defect is confirmed and is not caused by misuse, accidental damage, normal wear, unauthorised repair or improper care, we will offer an appropriate remedy in accordance with the law.

7. WHAT IS NOT COVERED BY THE GUARANTEE

The guarantee does not cover:

  • normal wear and tear;
  • scratches, dents, deformation or loss of polish caused by use;
  • accidental damage, impact, pressure, dropping or crushing;
  • damage caused by chemicals, perfumes, cosmetics, chlorine, cleaning agents or improper storage;
  • loss or theft;
  • damage caused by unauthorised resizing, repair, polishing or modification by a third party;
  • wear of rhodium plating or other surface finishes over time;
  • natural characteristics, inclusions, colour variations or structural features of gemstones, unless they were misrepresented at the time of sale.

8. AFTER TWO YEARS: PAID UPGRADE AND ATELIER SERVICE

After the two-year guarantee period, we may offer a paid upgrade, restoration or modification service, subject to technical feasibility and workshop approval.

This may include, for example:

  • replacing a gemstone with a higher-value stone;
  • upgrading the centre stone;
  • changing selected design elements;
  • restoring, polishing or refreshing the piece;
  • remounting stones;
  • creating a new bespoke version inspired by the original item.

All such work is quoted individually and is not included in the original purchase price. Any upgrade, restoration or modification will be carried out only after the customer approves the scope of work, price and estimated timeframe.

9. HOW TO CONTACT US

To request a return, warranty inspection, repair, exchange or paid upgrade, please contact us with your order number, photographs of the item, a description of the issue or request, and your contact details.

We will review your request and provide further instructions.

UAE RETURNS & WARRANTY POLICY

This policy applies to customers purchasing through our online store for delivery in the United Arab Emirates.

1. RETURNS AND EXCHANGES

Returns and exchanges are accepted in accordance with applicable UAE consumer protection and modern technology-based trade laws, as well as the terms published in this policy.

You may request a return or exchange if the item:

  • arrives defective;
  • arrives damaged;
  • is incomplete;
  • does not match the description provided at the time of purchase;
  • is not the item you ordered;
  • cannot be used as intended due to a delivery issue or other reason covered by applicable law;
  • otherwise does not comply with the agreed terms of sale.

To request a return or exchange, please contact us as soon as possible after receiving the item and provide your order number, full name, contact details, photographs of the item and packaging, and a clear description of the issue.

2. CONDITION OF RETURNED ITEMS

Returned items must be sent back in their original condition, unused, unworn, undamaged and with all original packaging, certificates, documents, tags, security seals and accessories included.

For high-value jewellery, the item must be handled with appropriate care. We reserve the right to refuse a return or reduce the remedy if the item has been used, altered, damaged, repaired by a third party, resized, engraved after delivery, or returned without essential documentation or packaging.

3. CHANGE-OF-MIND RETURNS

Unless expressly confirmed by us in writing for a specific item, we do not accept returns for change of mind where the item is bespoke, made-to-order, engraved, personalised, customised, specially sourced or altered at the customer’s request.

For standard, non-personalised items, any voluntary change-of-mind return may be considered only if it is expressly allowed on the product page, order confirmation or written communication from us.

This does not affect your rights if the item is defective, damaged, incomplete, not as described or otherwise covered by applicable consumer protection law.

4. EXCEPTIONS: BESPOKE, MADE-TO-ORDER, ENGRAVED AND PERSONALISED ITEMS

Bespoke, made-to-order, engraved, customised, resized-to-order, specially sourced, specially mounted, altered or otherwise personalised jewellery is created specifically for the customer and cannot be returned or exchanged simply because the customer changed their mind.

This includes, but is not limited to:

  • rings made or resized to a specific finger size;
  • jewellery with engraving, initials, dates, symbols or personal inscriptions;
  • designs created or modified at the customer’s request;
  • items made with a specifically selected stone, metal, setting or design variation;
  • one-off commissions and special orders.

This exception does not apply where the item is defective, damaged on arrival, incomplete, not as described, or where a return or exchange is required by applicable law.

5. TWO-YEAR WARRANTY FOR MANUFACTURING DEFECTS

We provide a two-year warranty from the date of delivery for manufacturing defects in our jewellery.

If a manufacturing defect is confirmed within this period, we may offer repair, replacement, exchange or another appropriate remedy, depending on the nature of the item and the defect.

The warranty applies only to defects caused by materials, craftsmanship or production. It does not cover damage caused by misuse, accidental damage, wear and tear, unauthorised repair, modification or improper care.

6. WHAT IS NOT COVERED BY THE WARRANTY

The warranty does not cover:

  • normal wear and tear;
  • scratches, dents, deformation or loss of polish caused by use;
  • accidental damage, impact, pressure, dropping or crushing;
  • damage caused by chemicals, perfumes, cosmetics, chlorine, cleaning agents or improper storage;
  • loss or theft;
  • damage caused by unauthorised resizing, repair, polishing or modification by a third party;
  • wear of rhodium plating or other surface finishes over time;
  • natural characteristics, inclusions, colour variations or structural features of gemstones, unless they were misrepresented at the time of sale.

7. INSPECTION PROCESS

Before approving a return, exchange, repair or warranty claim, we may require the item to be inspected by our workshop or by an appointed specialist.

The customer may be asked to provide photographs, videos, shipping documents, packaging images and any relevant certificates or documentation.

If the issue is confirmed to be a manufacturing defect or a non-conformity covered by applicable law or this warranty, we will offer an appropriate remedy.

If the issue is found to be caused by misuse, accidental damage, unauthorised alteration, improper care or normal wear, we may offer a paid repair or restoration service instead.

8. AFTER TWO YEARS: PAID UPGRADE AND ATELIER SERVICE (TRADE IN)

After the two-year warranty period, we may offer a paid upgrade, restoration or modification service, subject to technical feasibility and workshop approval.

This may include, for example:

  • replacing a gemstone with a higher-value stone;
  • upgrading the centre stone;
  • changing selected design elements;
  • restoring, polishing or refreshing the piece;
  • remounting stones;
  • creating a new bespoke version inspired by the original item.

All such work is quoted individually and is not included in the original purchase price. Any upgrade, restoration or modification will be carried out only after the customer approves the scope of work, price and estimated timeframe.

9. RETURN SHIPPING AND INSURANCE

For approved returns related to defects, damage, incorrect items or non-conformity, shipping arrangements will be handled in accordance with applicable law and our written instructions.

For any voluntary return, repair, upgrade or service not caused by a defect or non-conformity, the customer may be responsible for shipping, insurance, customs duties, taxes and related costs.

All jewellery must be shipped using insured, trackable and secure shipping appropriate for high-value goods.

10. HOW TO CONTACT US

To request a return, exchange, warranty inspection, repair or paid upgrade, please contact us with your order number, photographs of the item, a description of the issue or request, and your contact details.

We will review your request and provide further instructions.