Return & Refund Policy

1. Overview

We want you to be happy with your purchase. If something is not right with your order, we are here to help.

We offer a 15-day return policy for eligible non-personalized products. Return requests must be submitted within 15 calendar days of receiving your order.

Personalized and custom-made products are subject to different return conditions, as explained below.

This policy applies to orders shipped worldwide. Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

2. Eligibility for Returns

To qualify for a voluntary return under our 15-day policy, your item must:

• Be a non-personalized product.

• Be in its original condition, unused, and free from damage caused after delivery.

• Be returned with its original packaging and accessories.

• Be accompanied by proof of purchase.

To request a return, please contact us at b1charlotteb1@gmail.com within 15 calendar days of receiving your order.

Once your return request has been processed, we will provide you with the applicable return instructions and return address.

Please return your item within 14 calendar days of submitting your return request, unless a longer period is required by applicable law.

Please contact us before sending any items back so we can provide the correct return instructions. This does not restrict your right to exercise any statutory cancellation or return rights.

The conditions above apply to our voluntary return policy and do not restrict any mandatory rights you may have under applicable law.

3. Personalized & Custom-Made Products

Our personalized jewelry is created specifically for you using the photographs, engravings, or other customization details you provide.

Because these products are individually customized, we do not accept voluntary returns or exchanges for change of mind, personal preference, or incorrect personalization details supplied by the customer.

However, if your personalized item arrives damaged, is defective, does not match the customization details confirmed in your order, or is otherwise not as described, please contact us.

We will review the issue and provide an appropriate remedy, such as a replacement, repair, or refund, in accordance with applicable consumer protection laws.

This policy does not affect any statutory rights that may apply to personalized products in your country or region.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, incorrect, or does not match your order, please contact us at b1charlotteb1@gmail.com as soon as reasonably possible.

To help us resolve your issue efficiently, please include:

• Your order number.

• A brief description of the problem.

• Clear photographs of the item and the issue, where available.

We will review your request and contact you with the appropriate next steps.

Depending on the circumstances and your rights under applicable law, the available remedies may include repair, replacement, a price reduction, or a refund.

Where we are legally responsible for a defective, damaged, or incorrect product, we will cover the reasonable return shipping costs when a return is necessary, as required by applicable law.

The 15-day voluntary return period does not limit your rights to remedies for defective, damaged, incorrect, or non-conforming products.

5. Return Shipping Costs

For voluntary returns of eligible non-personalized items, the customer is responsible for return shipping costs unless we expressly agree otherwise or applicable law requires us to cover them.

Original shipping charges are not refunded for voluntary returns, except where required by applicable law.

If your return concerns a defective, damaged, or incorrect item for which we are legally responsible, we will arrange an appropriate solution and cover the necessary return shipping costs where required by law.

Please contact us before returning an item so we can provide the correct return address and shipping instructions.

6. Refunds

Once we receive your returned item, we will review it and notify you of the outcome of your return request.

Approved refunds will be issued to your original payment method unless you expressly agree to another method.

Refunds will be processed without undue delay and within the time limits required by applicable law.

Where legally permitted, we may withhold a refund until we have received the returned goods or you have provided evidence that they have been sent back.

Please note that your bank or payment provider may require additional time to make the refunded amount available in your account.

For questions regarding your refund, please contact us at b1charlotteb1@gmail.com.

7. Exchanges

We do not offer direct exchanges for voluntary returns.

If you wish to exchange an eligible non-personalized item, please contact us to arrange a return and place a separate order for the new item.

Personalized products cannot be exchanged due to a change of mind, except where required by applicable law.

If your product is defective, damaged, incorrect, or not as described, your statutory rights to an appropriate remedy remain unaffected.

8. European Union & United Kingdom Consumer Rights

Customers in the European Union and the United Kingdom may have a statutory right to cancel eligible online purchases within 14 days of receiving the goods, without providing a reason.

This statutory right is separate from our voluntary 15-day return policy.

Certain goods, including items made to the customer's specifications or clearly personalized, may be exempt from the statutory right of withdrawal under applicable law.

These exemptions do not affect the customer's legal rights if the goods are defective, damaged, incorrect, or not as described.

For eligible purchases covered by the statutory right of withdrawal, customers must notify us of their decision to cancel within the applicable statutory period and return the goods within the period established by law.

Where the statutory right of withdrawal applies, refunds will include standard outbound delivery costs where required by law.

Refunds will be processed within the applicable statutory deadlines. Where legally permitted, reimbursement may be withheld until the goods have been received or evidence of their return has been provided.

Customers are responsible for direct return shipping costs for change-of-mind returns where permitted by law and where they have been informed of those costs before purchasing.

To exercise your statutory right of withdrawal, please send a clear statement of your decision to cancel to b1charlotteb1@gmail.com.

Nothing in this policy affects your mandatory statutory rights under applicable consumer protection legislation.

9. International Orders

We accept orders from customers in multiple countries and regions.

Return and refund rights may vary depending on the applicable consumer protection laws.

Our voluntary 15-day return policy applies to eligible products worldwide, subject to the conditions described above.

Where the consumer protection laws applicable to your purchase provide additional or more favorable mandatory rights, those rights will remain fully applicable.

No provision of this policy is intended to exclude, restrict, or modify any consumer rights that cannot lawfully be excluded, restricted, or modified.

10. Contact Information

For any questions regarding returns, refunds, or issues with your order, please contact us.

Email: b1charlotteb1@gmail.com

Store name: loyalgaze

Business name: loyalgaze

Business address: Carrer Hort de la Vila, Barcelona