Right of withdrawal

• the right applies to the product purchased in its entirety; it is not possible to exercise withdrawal only on part of the purchased product;
• the purchased good must be intact and returned in the original packaging, complete in all its parts (including packaging, manufacturer's packaging and any documentation and accessory equipment; to limit damage to the original packaging and the manufacturer's packaging we recommend wrapping it and sealing it with tape adhesive; in all cases the affixing of labels or adhesive tapes directly to the original packaging of the product should be avoided;
• in relation to the shipping costs of the returned goods, they will not be borne by the customer in the event of replacement of the product due to the presence of defects or non-compliance. Otherwise, shipping costs will be borne by the customer and will be made to the address communicated in response to the return request sent via e-mail;
• the shipment, until receipt is certified in our warehouses, is under the complete responsibility of the customer;
• in the event of damage to the goods during transport, EldoradoJewels will notify the customer of the incident (within 5 working days of receipt of the goods in its warehouses), to allow him to promptly file a complaint against the courier he has chosen and obtain a refund of the value of the property (if insured); in this case, the product will be made available to the customer for its return, simultaneously canceling the withdrawal request;
• EldoradoJewels is not responsible in any way for damage or theft/loss of goods returned by uninsured shipments;
• upon arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the package and/or the original packaging are damaged, EldoradoJewels will deduct a percentage from the refund due, in any case not exceeding 50% of the same, as a contribution to the restoration costs.

The right of withdrawal applies exclusively to private individuals and not to companies or professional users (so-called B2B sales) and is in any case subject to the existence of the following conditions and limitations:

• The returned products must be accompanied by the original warranty certificate and must not show signs of wear or prolonged use that could compromise their resaleability.
• Returns of goods that have been personalized by means of engravings, special measurements and lengths or through modifications of another nature requested by the customer are not permitted.
• The return of diamonds or other precious stones and the return of products whose value exceeds €500 are not permitted unless defects are found for which specific evidence must be provided;
• If the product to be returned has been used or is not perfectly intact in all its parts, Eldorado Jewels will evaluate the percentage of decrease in value on a case-by-case basis, communicating the returnable amount to the customer.

• non-diligent use of the goods that has compromised their integrity, or the use of any consumables;
• the lack of the external packaging and/or the original internal packaging;
• the absence of integral elements of the product (accessories, manuals, parts, etc.);
• damage to the product for reasons other than its transport.