5. Shipping and Delivery of the Products
For specific product shipping and delivery procedures see the Customer Care area. Please read these sections carefully. The information provided in these sections forms an integral part of these General Terms and Conditions of Sale and, consequently, shall be deemed to be fully read and accepted by you at the time your order form is sent.
7. Returns
Please contact our customer care team by emailing concierge@vangelderjewellery.com if you would like to return an item. Van Gelder Jewellery does not accept any item sent back without prior consultation and a return number.
Items can be returned for a full refund in the original form of payment within 30 days of the delivery date. We will only accept returns for items that have not been worn or altered. All tags must be attached and items need to be returned in original packaging.
Upon receipt of returned goods, Van Gelder Jewellery reserves the right to deny refund if the merchandise does not meet return policy requirements.
7.1 You may return products purchased from us, without any penalty and without specifying the reason, within fifteen (15) days from receiving the products purchased on vangelderjewellery.com.
7.2 To withdraw from the contract you may use Return Form (per the standard form pursuant to Art. 49, subsection 4 of the Consumer Code), filling out the form and send it to concierge@vangelderjewellery.com, or you may draft and send the Vendor another declaration explicitly stating your decision to withdraw from the contract.
7.3 Once you have exercised your right to withdraw from the contract, it is necessary to return the items to the Vendor by giving them back to the courier within fourteen (14) days from the date on which you informed the Vendor of your decision to withdraw from the contract.
7.4 The only costs at your own expense are those for return shipping, unless the Vendor expressly exempt you from those costs at the time of purchase, and on the further condition that you use the shipping agent indicated by the Vendor in the Return Form.
7.5 Return shipments need to have a return number. After receiving your withdraw form we will provide you with a return number as reference. Without a return number we can not process your return.
7.6 The return right – besides compliance with the terms and procedures described at par. 7.1, 7.2 and 7.3 above – shall be deemed correctly exercised once the following conditions have been fully met:
a return form send by email to concierge@vangelderjewellery.com or another declaration explicitly stating your decision to withdraw from the contract must be correctly completed and signed and sent to the Vendor within fifteen (14) days from receiving the products;
b. the products must not be used, worn or washed;
c. the identification tag should be included with the products;
d. products must be returned in their original packaging;
e. returned products must be delivered to the shipping agent within fourteen (14) days from when you have informed the Vendor of your decision to withdraw from the contract;
f. products must not be damaged.
If the terms and conditions for exercising your right to withdraw from the contract, as per points a), e) and f) of paragraph 7.6 above, are not complied with, you will not have the right to be reimbursed the amounts already paid to the Vendor. Within fourteen (14) days from the email communicating the non-acceptance of the withdrawal being sent, you may choose to re-obtain, at your own expense, the products in the state in which they were returned to the Vendor, through a written exchange with the Vendor according to the instructions that will be provided. If not, the Vendor may keep the products, in addition to the sum already paid for their acquisition.
Whenever the conditions indicated in letters b), c) and d) of previous paragraph 7.6 are not respected, you will not be entitled to a full refund of the amounts already paid to the Vendor. You will indeed be responsible for the decrease in value of the returned products, following a use other than the one authorized by the Vendor with the intent of allowing you to assess the nature, features and functioning of the products themselves. In this case, between 10 and 100 percent of the amounts you paid to the Vendor to purchase the returned products will be deducted from the provided refund, whereby you will be specifically informed, via email, by the Vendor. Within fourteen (14) days from sending the email informing you of the amount deducted from the refund, you may choose to have the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, informing the Vendor thereof according to the procedures of which you will be advised. Otherwise, the Vendor may retain the products and an amount corresponding to the percent deducted from the refund. After the return of the products, the Vendor shall check their compliance with the terms and conditions laid down in paragraph 7. In the event that the outcome of these checks is positive, the Vendor shall send you the corresponding email confirmation of the acceptance of the returned products. In the event that the checks do not have a positive outcome, the Vendor takes steps to inform you, via email, that a decrease in value of the returned products has been detected, deriving from your failure to comply with the conditions indicated in letters b), c) and d) of paragraph 7.6 above. The Vendor simultaneously sees to it that you are also informed of the amount that will be deducted from the amounts you paid to purchase the returned products; without prejudice, in the alternative, to the possibility of your having the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, pursuant to the terms provided for in paragraph 7.9.
7.7 If the return right is exercised in conformity with the provisions set forth in this section, vangelderjewellery.com shall refund the amounts paid for the returned products according to the methods and times of our standard refund procedure. If the recipient of the products indicated in the order form and the person that has paid the sums due for their acquisition are not the same, the reimbursement of the sums, in the event of the right of withdrawal being exercised, shall be made by the Vendor, in all cases, to the person that made the payment.
7.8 The refund procedure will be initiated by vangelderjewellery.com within fourteen (14) days from when vangelderjewellery.com was informed of your decision to return. The procedure will begin after checking to ensure that the customer’s return is in accordance with the Return Policy and that the returned products have been accepted as indicated in par. 7.
7.9 Should the terms and conditions for exercising your right of withdrawal, as indicated in letters a), e) and f) of paragraph 7 above not be respected, you will not be entitled to any refund of sums already paid to the Vendor. Within fourteen (14) days from sending the email whereby you are informed of the non-acceptance of the return, you may opt to be redelivered the products, at your expense, and in the condition in which they were returned to the Vendor, providing notice thereof to said Vendor, according to the procedures of which you will be informed. Otherwise, the Vendor may retain the products, in addition to the amounts already paid for their purchase.
Should the terms and conditions indicated in letters b), c) and d) of previous paragraph 7.6 not be respected, you will not be entitled to a full refund of the amounts already paid to the Vendor. You will in fact be responsible for the decrease in value of the products returned, as a result of a use other than the one authorized by the Vendor with the intent of allowing you to assess the nature, features and functioning of the products themselves. In this case, between 10 and 100 percent of the amounts you paid to the Vendor to purchase the returned products will be deducted from the refund, of which you will be specifically informed, via email, by the Vendor. Within fourteen (14) days from sending the email informing you of the amount deducted from the refund, you may opt to be redelivered, at your expense, the products in the condition in which they were returned to the Vendor, providing notice thereof to the Vendor, according to the methods of which you will be informed. Otherwise, the Vendor may retain the products and an amount which corresponds to the percent deducted from the refund.
8. Refund Times and Procedures
8.1 After the products have been returned, We shall check the conformity of the products with the conditions indicated in section 7 above. When the Vendor is able to confirm that such conditions have been met, We shall send you an email confirming the acceptance of the returned products. In the event that the checks do not have a positive outcome, the Vendor will take measures to inform you, via email, that a decrease in value of the returned products has been detected, which derives from your failure to comply with the conditions indicated in letters b), c) and d) of paragraph 7.3 above. The Vendor simultaneously sees to it that you are also informed of the amount that will be deducted from the amounts you paid to purchase the returned products; without prejudice, in the alternative, to your being able to have the products redelivered to you, at your expense, and in the condition in which they were returned to the Vendor, as provided for in paragraph 7.9 above.
8.2 Whatever payment type you used, the full or partial refund procedure shall be started by the Vendor within fourteen (14) days from when the Vendor was informed of your decision to exercise your return right, after checking that the return right has been correctly exercised and that the returned products have been accepted.
8.3 The Vendor issues the refund using the same payment method you used to purchase the returned products, unless you have expressly agreed with the Vendor to use another payment method, and on the condition that you must not incur any further cost as a result of the refund. If the recipient of the products indicated in the order form is different from the individual who made the payment for such products, the amount paid for returned items shall be refunded by the Vendor to the individual who made the payment.
8.4 The value date for the credit shall be the same as the value date of the original debit and consequently you shall not lose bank interest.
8.5 The Vendor has chosen FedEx as the Vendor’s official package delivery company for returning products purchased on vangelderjewellery.com.
8.6 If you decide to return products using a different shipping company other than the one indicated by the Vendor, you will have to pay the return shipping costs upfront and you will be responsible for any loss or damage to the products during transit, according to the terms and procedures stated in our Return Policy.