RETURNS & REFUNDS POLICY

Last updated: [DATE]

We want you to be completely satisfied with your jewelry. Because jewelry is a high-value product, we check returned items carefully. This is done in a way that is fair to you, is completed within the legal deadlines, and protects both you and us against loss, damage and fraud.

This Policy applies to purchases made through our online store [WEBSITE URL]. It supplements, and does not limit, the mandatory consumer rights that apply in your country. Nothing in this Policy excludes or restricts any statutory right that cannot lawfully be excluded or restricted. Where the mandatory law of your country of residence gives you more favorable rights than this Policy, those rights apply.

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1. Your Right to Withdraw (Cancel Your Order)

If you are a consumer in the European Union or the European Economic Area, you have the right to withdraw from your purchase within 14 days, without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party you have designated (other than the carrier), take physical possession of the goods. If you ordered several items that are delivered separately, the period runs from the day you receive the last item.

How to withdraw

To exercise your right of withdrawal, you must inform us of your decision by a clear statement.

• Email us:
  
  Model Withdrawal Form: you may use the form in Annex 1 below, but it is not mandatory;
  ! any other unequivocal statement of your decision to withdraw.

Please include your order number, your name and the email address used for the order. To meet the deadline, it is sufficient that you send your withdrawal notice before the 14-day period expires.

We will confirm receipt of your withdrawal to you without delay by email (or another durable medium), stating the content and the date and time of your withdrawal.

Effects of withdrawal

If you withdraw, we will reimburse all payments received from you as described in Section 6. You must send back the goods without undue delay and in any event within 14 days of the day on which you told us about your withdrawal. This deadline is met if you send the goods back before the 14 days have expired.

Exceptions

Some contracts are excluded from the right of withdrawal by law. The exceptions that may apply to us are described in Section 2.

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2. Personalized and Made-to-Order Jewelry

By law, the right of withdrawal does not apply to goods that are made to your specifications or clearly personalized. Where this applies, the item cannot be withdrawn or returned because you changed your mind. This includes, for example:

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

The following are not treated as personalized and remain eligible for withdrawal:

• standard products manufactured or prepared after you place your order according to our standard design;
• standard products in a size you selected from our standard size range.

We identify personalized items clearly on the product page, and we ask you to confirm this exclusion before you complete your order.

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

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3. Returning the Goods

• Return address: please send the goods to the return address stated in our confirmation of your withdrawal or in your order confirmation: [RETURN ADDRESS]. Using this address allows us to identify and process your return quickly. If you need help, contact us at mainofficealerts1@gmail.com; we will reply promptly. You do not need our permission to withdraw.
• Packaging: please pack the jewelry securely, ideally in its original packaging together with any certificates, product cards and accessories supplied, and inside sturdy outer packaging.
• Shipping method and cost: [OPTION A: We provide a prepaid, tracked and insured return label free of charge. Please use it.] [OPTION B: You bear the direct cost of returning the goods, as stated on the product page and at checkout before you placed your order. We recommend a tracked and insured service with proof of delivery, given the value of the item.]
• Risk during return: if you use a return label we provide, the return shipment is insured under that label. If you choose your own carrier, we recommend tracked and insured delivery.

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4. Condition of Returned Jewelry and Diminished Value

You may handle and inspect the jewelry to the extent necessary to establish its nature, characteristics and functioning, in the same way you would in a physical shop. For example, you may try on a ring or a necklace.

Please do not wear the jewelry, or handle it, beyond that. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Diminished value may arise, for example, from resizing, engraving, polishing, repairing, scratches, damage or other alteration after delivery.

This liability applies where permitted by law and provided that we informed you of your right of withdrawal as required. If we deduct an amount, it will be based on the actual diminished value, and we will explain the deduction to you in writing, with photographs where relevant. Missing original packaging or certificates does not by itself cancel your right of withdrawal; we may deduct only the actual loss in value that this causes, if any.

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5. Verification and Inspection of Returned Items

Because our products may contain precious metals and gemstones, we verify returned items promptly after they arrive. We compare the returned item with our order records, which may include:

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

The inspection is carried out so that any refund can be made within the time limit in Section 6. Inspection does not delay or extend your refund deadline. The purpose is to confirm that the returned item is the item we supplied and to assess its condition.

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6. Refunds

• Timing: we will reimburse all payments we 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. Additional costs arising because you chose 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, unless you expressly agree otherwise. You will not be charged any fee for the refund. Your payment provider may need additional time to make the funds available.
• Deductions: any deduction for diminished value under Section 4 will be explained to you in writing.

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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 promptly in writing, explain our findings with supporting evidence (for example, identification marks or weight differences), give you a reasonable opportunity to respond, and keep the returned item at your disposal.

In such a case we do not treat the goods that we supplied as having been returned. We may ask you for 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.

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8. Damaged, Defective or Non-Conforming Jewelry

Damage in transit. Until you physically receive the goods, the risk of loss or damage is ours. We ship orders with tracked and insured delivery. Please inspect your parcel on delivery, and if it is visibly damaged, please tell us as soon as possible.

Legal guarantee of conformity. You are legally 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 longer or additional rights. If a defect appears in that period, you may in the first instance request repair or replacement, and, where those are not possible, disproportionate, or fail, a price reduction or termination of the contract with a refund, as provided by the law of your country. During the period set by applicable law after delivery, a defect is presumed to have existed at delivery.

What to do. Please contact us at [CUSTOMER SERVICE EMAIL] as soon as you notice a problem, and include:

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

If the goods are defective, damaged on arrival, incorrect or otherwise non-conforming, we bear the costs of the remedy, including return shipping, and we will provide a prepaid, insured return label.

This Section does not limit your statutory rights, and it is separate from any commercial guarantee we may offer.

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9. Exchanges and Size Changes

If you want a different size or a different item, please contact us before returning the product. An exchange may be available depending on stock, on whether the item is personalized or made to order, and on legal requirements. Alternatively, you can withdraw under Section 1 and place a new order.

Resizing or another modification requested after purchase is a separate service and may carry additional costs, which we will tell you about in advance.

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10. Pre-Shipment Records and Data Protection

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

Where these records contain personal data (for example, a shipping label), we process them in accordance with our Privacy Policy [LINK TO PRIVACY POLICY], on the basis of our legitimate interest in preventing fraud and resolving disputes, and we keep them for [RETENTION PERIOD].

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11. Fraud Prevention

We keep appropriate 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. We do so in accordance with Section 7 and applicable law, and nothing here limits your statutory rights.

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12. Customers Outside the EU/EEA

[INCLUDE ONLY IF YOU SELL OUTSIDE THE EU/EEA:] For deliveries to countries outside the EU/EEA, mandatory 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 voluntarily accept returns of unworn, unaltered items in original condition within [X] days, at your cost.] Customs duties, import taxes and clearance costs are not refunded unless required by law, and returns may need customs documentation, so please contact us before shipping.

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13. Company, Applicable Law and Complaints

Our company is established in Romania and sells to customers in several European markets. This Policy and our contracts are governed by Romanian law. However, if you are a consumer, you keep the protection of the mandatory consumer laws of the country where you live. Nothing in this Policy deprives you of that protection.

If you have a complaint, please contact us first at [CUSTOMER SERVICE EMAIL]. If we cannot resolve it, you may use out-of-court dispute resolution and contact the competent consumer protection authority, including the Romanian National Authority for Consumer Protection (ANPC) and its alternative dispute resolution entities (SAL) [INSERT REQUIRED LINKS/CONTACTS], or the consumer authority in your own country.

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14. Contact Us

[BRAND NAME] [LEGAL COMPANY NAME] [REGISTERED ADDRESS], Romania Company registration no.: [CUI / J-NUMBER] | VAT no.: [VAT ID] Email: [CUSTOMER SERVICE EMAIL] Phone: [PHONE, IF APPLICABLE]

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

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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: [LEGAL COMPANY NAME, REGISTERED ADDRESS, Romania, CUSTOMER SERVICE EMAIL]

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:

(*) Delete as appropriate.