Informativa sui rimborsi

 

Returns & Exchanges (General)
For health, safety, and energetic reasons, our products are not returnable once they have been worn in or on the body. This includes earrings, rings, necklaces, bracelets, body products, and any item that touches skin.

Handmade jewelry is delicate and should be treated with care. Once your order has been delivered and inspected by you, we are not responsible for damage caused by wear, mishandling, or improper storage. This includes loose stones, bent prongs, broken chains, or other breakage occurring after delivery.

You can always contact us with questions at contact@velcryngems.com.

We do not accept returns on:
• Sale items
• Custom or made-to-order items
• Gift cards

Damages and Issues
Please inspect your order as soon as it arrives.

If you receive an item that is defective, damaged in transit, or not the item you ordered, contact us immediately at contact@velcryngems.com with your order number and clear photos of the issue. We will review and, where appropriate, repair, replace, or refund the item according to our discretion and applicable law.

European Union – 14-Day Cooling-Off Period
If your order is shipped into the European Union, you may have the right under EU law to cancel or return your order within 14 days of delivery, for any reason and without justification, except where a legal exception applies. Common exceptions can include custom or personalized items and certain hygiene-sensitive goods once unsealed or worn.

Where the 14-day cooling-off period applies:
• Your item must be in the same condition that you received it: unopened, unworn, and unused, with all original packaging and inserts.
• You must provide the receipt or proof of purchase.
• You are responsible for return shipping costs unless otherwise required by law.

To exercise this right, contact us in writing at contact@velcryngems.com within 14 days of receiving your order. We will confirm whether your item qualifies under the EU cooling-off rules and provide return instructions.

Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

If approved, a refund will be issued to your original payment method within 10 business days. Processing time by your bank or card issuer is outside our control and may add additional days before funds appear on your statement.

If more than 15 business days have passed since we confirmed your refund approval and you still do not see it, please contact us at contact@velcryngems.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at selantris@selantris.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at selantris@selantris.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at selantris@selantris.com.