RETURN AND COMPLAINT POLICY
Thank you for shopping at our online store! In order to provide you with the best shopping experience, please familiarize yourself with our return and complaint policy.
Returns
● To return an item, it must be in its original condition and without any signs of use.
● Before returning the item, please notify the Store by email of your intention to make an retour. The address to send the message to is: aurri.artshop@gmail.com
● Please include the filled in return form with the returned item. The return form we will send to by email as PDF form after notifying us about willing to return the purchased item.
● Returns are accepted only for non-personalized and not ordered in the individual order items.
● The Customer covers the cost of returning the item.
Custom Jewelry
● Jewelry ordered in the individual order mode, produced according to the customer’s specifications and serving to satisfy their individualized needs, is not subject to return or exchange, except in cases where it is defective or not in accordance with the order.
● Please carefully review the order specifications before placing it to avoid
misunderstandings.
The right to withdraw from the contract is available to the Customer within 14 days of receiving the order.
In the event of withdrawal from the concluded contract, the Seller shall refund to the Customer all payments received from them, including the costs of delivering the goods, immediately and in any case no later than 14 days from the day on which the Seller was informed of the Customer’s decision to exercise the right to withdraw from the contract.
The Seller will make the refund using the same means of payment as the Customer used in the initial transaction, unless the Customer agrees to another solution, in which case the Customer will not incur any fees related to the refund.
Thank you for understanding and adhering to our return policy. If you have any questions, please contact us at aurri.artshop@gmail.com
Adress where the returned items should be sent:
Marta Rulik-Drozd
Industrieweg 9
2254 AE Voorschoten
Complaints
In case of a defect of the goods, the Customer has the option to lodge a complaint regarding the defective goods based on the statutory warranty or guarantee, if provided. By using the statutory warranty, the Consumer may, under the conditions specified in
the Civil Code:
● submit a statement on price reduction,
● in the case of a significant defect, submit a statement of withdrawal from the transaction,
● demand replacement of the item to the copy free from defects
● demand removal of the defect
● The Seller requests complaints based on the statutory warranty to be submitted to the email address: aurri.artshop@gmail.com
● If it turns out that delivering the defective goods to the Seller is necessary for handling the complaint, the Customer is obliged to deliver the goods at the Seller’s expense to the address Industrieweg 9, 2254 AE Voorschoten.
● If an additional guarantee has been provided for the goods, information about it, as well as its terms, is available in the product description in the Store.
● Complaints regarding the operation of the Store should be directed to the email address: aurri.artshop.gmail.com
● The Seller will handle the complaint within 14 days.
ITEMS SUBJECT TO COMPLAINTS
The subject of a complaint may be a product with a hidden defect or not as described, purchased up to 2 years from the moment of filing the complaint.
The following cases are not subject to complaints:
● Mechanical damage of external origin: fractures, cracks, stretches, bends, creases.
● Discoloration due to contact with harmful substances for the coating: cleaning agents, perfumes, acids, creams, cosmetics, sweat.
● Incomplete product – e.g., missing stone due to improper use.
● Rhodium and gold-plated coatings – the wearing off of these coatings is a natural process that can be limited through proper use.
● Tarnishing silver – this is a natural process that occurs when silver comes into contact with air.
● Product interference – enlargement, reduction, engraving by third parties disqualifies the product from the possibility of complaint.
(it will be sent to you in PDF format after notifying us about the issue)
(it will be sent to you in PDF format after notifying us about the issue)