Returns and refunds

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/her professional activity), he/she has the right to withdraw from the purchase contract for any reason, without the need to provide explanations and without any penalty, except as indicated in the following points and with the exception of products with diamonds. As provided for in Annex I, part A, Legislative Decree 206/2005, the Customer has the right to withdraw from the contract within 14 days. The withdrawal period expires after 14 days from the day of delivery of the product. To exercise the right of withdrawal, the Customer must inform Eldorado Jewels of his decision to withdraw from the purchase contract by means of an explicit declaration.
To comply with the withdrawal deadline indicated above, it is sufficient to send the communication relating to the exercise of the right of withdrawal by email to info@eldoradojewels.com before the expiry of the withdrawal period. Once the aforementioned withdrawal communication has been received, Eldorado Jewels will promptly communicate to the customer the instructions on how to return the goods. If the customer decides to withdraw from the purchase contract, all payments made relating to the purchase contract will be refunded, using the same means of payment 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), stored and possibly used with normal diligence, without 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 product purchased;
• 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 adhesive tape; in all cases, the application of labels or adhesive tape directly on the original packaging of the product must be avoided;
• with regard to the shipping costs of the returned goods, they will not be charged to the customer in the event of replacement of the product due to defects or non-conformity. Otherwise, the shipping costs will be charged to the customer and must be made to the address communicated in response to the return request sent by email;
• the shipment, until the certificate of receipt in our warehouses, is under the complete responsibility of the customer;
• in the event of damage to the goods during transport, Eldorado Jewels will inform 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 chosen by him and obtain reimbursement of the value of the goods (if insured); in this case, the product will be made available to the customer for its return, simultaneously canceling the request for withdrawal;
• Eldorado Jewels is not liable in any way for damage or theft/loss of goods returned with uninsured shipments;
• upon its arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the packaging and/or the original wrapping are damaged, Eldorado Jewels will withhold 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.
• Pursuant to article 47, paragraph 2, of the Consumer Code, the right of withdrawal is not permitted for items for which the price paid by the consumer does not exceed €50.

Without prejudice to any repair costs for damages found to the original packaging, Eldorado Jewels will refund the customer the full amount already paid within 14 days of the return of the goods.

The right of withdrawal lapses entirely due to the lack of the essential condition of integrity of the goods (packaging and/or its contents) in cases where Eldorado Jewels 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.

Eldorado Jewels reserves the right to verify the contents of the package before proceeding with the refund and to refuse the return if the conditions indicated above have not been respected.