Exchange and refund policy
Right to free termination of the consumer contract
In accordance with the rules applicable to the right to free termination of the consumer contract, you have the legal right, as a customer, to terminate the contract, within 14 days, after its conclusion without giving any reason for doing so.
The free resolution period will expire after 14 days from the day on which you (or a third party - other than the carrier - indicated by you) physically acquire(s) the ordered items. To exercise your free right to terminate the contract, you must contact us via email at firstname.lastname@example.org or via our contact form. Any other form of contact (examples: social networks, such as Instagram and/or Facebook) will not be viable forms of contact, at the expense of not exercising your right to terminate the contract, since, due to the high number of messages and notifications received daily, we do not undertake to respond within the deadline indicated for resolution purposes.
To respect the free termination period of the contract, simply send your communication regarding your exercise of the right of withdrawal before the contract termination period expires.
Effects of contract termination
If you choose to take advantage of your right to free termination of the contract, we will refund the amount paid for the items, including only the costs of delivery from our facilities to the address indicated, without undue delay and as long as it does not exceed a period of 14 days from the day we received information about your decision to terminate this contract. Delivery costs from the address indicated to our facilities will be borne by the customer, and ORYA Jewelry will not be responsible for paying any amount other than those indicated above (returned products and shipping costs from our facilities to the address indicated). We will make the refund using the original form of payment, with the exception of the payment method by ATM reference, where the refund will be made by Bank Transfer. If there is any impediment to reimbursement using the original payment methods, we reserve the right to proceed with the reimbursement using another payment method, such as Bank Transfer. You will never, in any and all cases, pay any fees resulting from the said refund.
Notwithstanding the above, we reserve the right to withhold refunds until we receive the products back at our facilities.
You may send the items for return without undue delay, not exceeding a period of 14 days from the date on which you communicated your decision to terminate the contract. The deadline is met if you return the items to us before the 14-day period has expired.
The return of items must be made using a carrier that must be previously approved by ORYA Jewelry.
Please note that, after delivery of the order, if you have chosen to make the return using a carrier chosen by you and not by ORYA Jewelry, we cannot assume the risk on the return packaging when it refers to causes that are not the responsibility of ORYA Jewelry .
Likewise, as a customer, you are responsible for the contents of the return packaging when opting for the return methods presented by ORYA Jewelry. If there is an error in the contents of the return packaging not attributed to ORYA Jewelry (example: missing items), we reserve the right to attribute the costs associated with the corresponding return to the customer, if applicable.
The contractual right to return products must apply exclusively to items that can be returned in exactly the same conditions in which the customer received them. No refund will be made if the product has been used beyond simply opening its packaging or if it has suffered damage; therefore, the customer must take due care of the items while they are in their possession. The return of the item must always be made using or including the original packaging. It must also include all instructions, labels, cards, documents and packaging of the items.
After examining the returned item(s), we will inform you whether you are entitled to a refund of the amounts paid. The return will be made as soon as possible and, in any case, within 14 days from the date on which the customer communicated to us their intention to return the items. Despite the above, we may withhold the refund until we receive the products at our facilities and verify their condition.
If you still have any questions, please contact us via email at email@example.com or via the contact form.
Exceptions to the exercise of the right to terminate the contract
The following situations are not covered by the consumer's right to free termination of the contract:
- whenever the item purchased by the customer has been altered in the sense of personalization ordered by the customer;
- whenever the item purchased by the customer has undergone some modification ordered by the customer.
Exchanges and returns of defective items
In cases where the customer considers that, at the time of delivery, the ordered item does not comply with the provisions of the contract, the customer must contact us within the maximum period of two months legally fixed via email at info@oryajewelry. com or our contact form, indicating the details of the item as well as the damage suffered. Only defective items that undoubtedly were not caused by the customer due to misuse will be exchanged or refunded. To ensure that your accessories shine like they did from day one, follow our recommendations here . After this contact, we will indicate what the customer should do.
The customer may return the item by delivering it to a carrier that must always be approved by ORYA Jewelry. The amounts paid for products returned due to any damage or defects will be refunded in full, including delivery costs for sending the item and the costs incurred by the customer in returning them.
According to established law, instead of canceling the contract (and consequent return of the item and refund), the customer may also choose to replace the item (subject to stock availability).
The refund of the price or replacement of the item must occur within a maximum period of 30 days, from the moment the defective item arrives at our facilities.
The refund will be made using the same payment method that was used to pay for the purchase, with the exception of the payment method by ATM reference, where the refund will be made by Bank Transfer. If there is any impediment to reimbursement using the original payment methods, we reserve the right to proceed with the reimbursement using another payment method, such as Bank Transfer. Never, in any and all cases, will the customer pay any fees resulting from the aforementioned refund.
Variations from normal that should not be considered defects
Most of the items we sell are handcrafted. These articles often have the characteristics of the natural materials used in their production (examples: shells, natural pearls, cowrie shells, natural stones, crystals). These characteristics, such as slight variations in color and shape, may not be considered defects. Quite the contrary, their presence should be taken into account and appreciated. ORYA Jewelry selects only quality materials, but the characteristics are inevitable and must be accepted as part of the individual appearance of the item in question.
Defect-free item exchanges
ORYA Jewelry does not accept exchanges beyond the above, except in situations of purchasing an item purchased with a gift receipt (to obtain the gift receipt, you must add it to the cart by clicking on the "Gift receipt" option, before check-out).
To the previous point, we add the following exceptions:
- personalized items, for which we do not accept exchanges, even in the presence of a gift card;
- earrings, for hygiene and safety reasons, even in the presence of a gift receipt.
The gift receipt is duly stamped, signed and contains all information relating to the order, including the date of purchase of the item.
In this exchange situation and upon presentation of the gift slip, the customer has a maximum period of 15 days after receiving the order to show their interest in returning the item to ORYA Jewelry. For this purpose, you must contact our Customer Support line via email at firstname.lastname@example.org or via the contact form on the website. If this deadline is not met, ORYA Jewelry reserves the right not to exchange the item.
Shipping costs will be borne by the customer, both for shipping to ORYA Jewelry and for re-shipping from ORYA Jewelry to the Customer, if this is the chosen situation.
If you comply with all the conditions mentioned above, the items may be exchanged for items of equal, lesser or greater value. If the new accessory that the customer wishes to purchase is of lower value, we will issue a voucher with the value of the difference that can be used in our store for a period of 3 months. If the new accessory that the customer wishes to obtain is of a higher value, they will have to pay us the remaining amount via bank transfer or MBWay. Under no circumstances may a refund of the value of the item be requested, even if the gift receipt is presented.
The return of the item in exchange must be made, at most, within 7 days after expressing interest in exchanging the item. If this deadline is not met, ORYA Jewelry reserves the right not to exchange the item.
The exchange must apply exclusively to items that can be returned in exactly the same conditions in which the customer received them. No refund will be made if the product has been used beyond simply opening its packaging or if it has suffered damage; therefore, the customer must take due care of the items while they are in their possession. The return of the item must always be made using or including the original packaging. It must also include all instructions, labels, cards, documents and packaging of the items.
Shipping of the item for which the exchange was made depends on stock availability. The item will be sent to the indicated address only after the exchanged item has been received at our facilities and the shipping costs associated with the new shipment have been paid.
If the customer still has questions, they can contact us at email@example.com.