Refund policy

Right of withdrawal

Pursuant to Legislative Decree 206/2005 and subsequent amendments expressed in Legislative Decree 21/2014, if the customer is a consumer (i.e. a natural person who purchases the goods for purposes not related to his professional activity), he has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty, without prejudice to what is indicated in the following points and with the exception of products with diamonds. As per Annex I, part A, Legislative Decree 206/2005, the Customer has the right to withdraw from the contract, without indicating the reasons, within 14 days. The withdrawal period expires 14 days from the day of purchase. To exercise the right of withdrawal, the Customer is required to inform us of his decision to withdraw from the purchase contract through an explicit declaration (for example a letter sent by post, fax or e-mail/email).
To comply with the withdrawal deadline indicated above, it is sufficient to send the communication relating to the exercise of the right of withdrawal via email to info@eldoradojewels.com before the withdrawal period expires. Once the aforementioned notice of withdrawal has been received, EldoradoJewels will quickly communicate to the customer the instructions on how to return. If the customer decides to withdraw from the purchase contract, all payments made to us relating to the purchase contract will be refunded, using the same payment method used by the Customer for the initial transaction, unless the Customer has expressly agreed otherwise.

The goods must be returned intact, complete with all their parts and in the original packaging (envelopes and packages), kept and possibly used according to normal diligence, without there being any signs of wear or dirt, in compliance with the conditions indicated here. The right of withdrawal is however subject to the following conditions:
  • 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.
Without prejudice to any restoration costs for confirmed damage to the original packaging, EldoradoJewels will refund the customer the entire amount already paid within 14 days of the return of the goods.

The right of withdrawal is totally lost due to the lack of the essential condition of integrity of the goods (packaging and/or its contents) in cases where EldoradoJewels ascertains:
  • 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.