Return and Refund Policy
At Ava Jewels, we are committed to offering our customers high-quality products and an excellent shopping experience. To ensure maximum transparency, we invite you to carefully read this Return and Refund Policy before making a purchase.
By placing an order on our website, the customer declares that he has read, understood and accepted this policy.
1. Right of withdrawal
For non-personalized items, the customer has the right to request a return within 14 days of receiving the order.
To be eligible for a refund, the product must be:
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new and unused;
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in the same condition in which it was received;
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complete with original packaging;
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free from damage, signs of wear or alterations.
Once the product has been received and inspected, Ava Jewels will communicate whether the refund has been approved or rejected.
2. Customized products
All personalized or custom-made products based on customer requests (for example, with initials, names, symbols, birthstones, engravings, or other customizations) are created exclusively to order.
For this reason, they cannot be returned, exchanged or refunded , except in cases where the product has a manufacturing defect or the wrong item has been delivered.
Pursuant to Article 59, letter c), of Legislative Decree 6 September 2005, n. 206 (Consumer Code) , which implements Directive 2011/83/EU on consumer rights , the right of withdrawal is excluded for goods made to measure or clearly personalized.
This provision does not limit the consumer's statutory rights in the event of a defective, damaged or non-compliant product.
3. Sale items
All items purchased during promotions, sales or special offers are considered final sales .
Sale items cannot be:
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returned;
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changed;
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refunded.
We therefore invite you to carefully check the product and the options selected before completing the purchase.
4. Order cancellation
Because our orders are processed quickly and customized products go into production almost immediately, you can only request to cancel your order within 24 hours of purchase .
The request must be sent by email to:
info@ava-jewels.com
After 24 hours, your order may already be in production or preparation and can no longer be cancelled.
5. Defective or incorrect products
If the customer receives a defective product, damaged during transport, or different from the one ordered, they are required to contact Ava Jewels as soon as possible, attaching clear photographs of the problem.
After verification, Ava Jewels will, at its own discretion and in compliance with current legislation,:
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replace the product free of charge;
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or refund the full amount paid.
6. Return costs
Except in cases of defective products or errors attributable to Ava Jewels, all return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable.
Ava Jewels is not responsible for any loss or damage incurred during return shipping. We therefore recommend using a trackable shipping service.
7. How to request a return
To request a return, you must send an email to:
info@ava-jewels.com
indicating:
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order number;
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full name;
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reason for the request;
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any photographs, if necessary.
Once the request is approved, the customer will receive all the instructions to proceed correctly with the return.
8. Return form
All returns must be accompanied by a duly completed return form.
Returns submitted without the form may be delayed in processing or not accepted.
9. Refund Processing
Once the returned product has been received and verified, the refund will be processed within a reasonable time using the same payment method used for the purchase, unless otherwise agreed between the parties.
If the return does not meet the conditions set out in this policy, Ava Jewels reserves the right to refuse the refund.
10. Contacts
For any questions regarding this Return and Refund Policy or for assistance, you can contact our Customer Service:
E-mail: info@ava-jewels.com
Our team will be happy to assist you as soon as possible.