Version: 01/01/2026

1) Application
This return and refund policy applies to online purchases by consumers (B2C). Professional customers (B2B) do not have a legal right of withdrawal, unless expressly agreed otherwise.

2) Right of withdrawal (14 days)
You may withdraw from your purchase without giving any reason within 14 days of the day on which you (or a third party designated by you) take physical possession of the product.

To withdraw, please contact us within the withdrawal period via:
• Email: info@juwelentopaze.com
• Always state your order number and the item you wish to withdraw.

3) Return period & return procedure
After withdrawal, you must return the product within 14 days. For security reasons (high-value items), we work with a return authorisation (RMA). Without an RMA, we may refuse a return shipment.

Conditions for a valid return:
• The product is undamaged and in its original condition.
• The product has not been worn beyond what is necessary for fitting/inspection.
• All accessories are included (box, certificates, labels, authenticity card, etc.).
We recommend (and may require) that returns be insured and tracked, or picked up by us, given the high value.

4) Condition of the product & depreciation
You may only handle the product as you would in a physical shop to assess its nature, characteristics and functioning. If there are signs of use, damage, missing parts, etc., we reserve the right to refuse the return.

5) Refund
After a valid cancellation, we will refund you within 14 days at the latest. We may wait to refund you until we have received the product (or until you can prove that you have returned it). Refunds will be made using the same payment method, unless expressly agreed otherwise.
The refund includes the price paid and, if applicable, the standard delivery cost. Any additional costs due to a more expensive delivery method than the standard option cannot be refunded.

6) Return costs
The direct costs of return shipment are borne by the customer, unless we expressly indicate otherwise in advance. If we require an insured return or pick-up, we will communicate the cost and procedure in advance.

7) Exceptions (no right of withdrawal)
The right of withdrawal does not apply to:
• Custom-made or clearly personalised jewellery (e.g. engraving or customisation according to your specifications).

8) Defects & statutory warranty (2 years)
In the event of a lack of conformity, you are entitled to the statutory warranty of 2 years. Contact us as soon as possible via [support e-mail] with your order number and clear photos/description of the problem so that we can provide an appropriate solution (repair, replacement or other legal remedies).

9) Contact
Customer service:
• Email: info@juwelentopaze.com
• Address: Vestingstraat 63, 2018 Antwerp, Belgium