Refund policy

Return & Refund Policy — CHIVAS Jewellery

At CHIVAS Jewellery, customer satisfaction is one of our highest priorities. We want every order to meet your expectations and ensure that your shopping experience is simple, transparent, and secure.

We offer a 30-day commercial return policy, subject to the conditions outlined below, without affecting your statutory consumer rights.

1. 30-Day Return Period

You have 30 calendar days from the date you receive your order to notify us of your intention to return an eligible item.

To qualify for our commercial return policy beyond the statutory withdrawal period, the jewellery must:

* Be new, unworn, and unused, except for any handling necessary to inspect it.
* Be in its original condition, without damage, scratches, or alterations.
* Be returned with its accessories, original packaging, and any accompanying certificates.
* Be accompanied by proof of purchase or an order number.

These additional commercial conditions do not restrict your statutory right of withdrawal or any applicable legal warranties.

After notifying us of your return request within the 30-day period, you have an additional 14 days to send the item back.

2. How to Return an Item

To request a return, please contact our customer service team:

Email: contact@chivasjewellery.com

Please provide:

* Your full name and order number.
* The item or items you wish to return.
* The reason for your return, if you wish to provide one.
* Photographs of the product if it is defective, damaged, or incorrect.

Our customer service team will provide you with the necessary return shipping instructions.

Return Address:

CHIVAS Jewellery
1 rue Desprez
97441 Sainte-Suzanne
Réunion Island, France

We recommend using a shipping service that provides tracking information and keeping your proof of shipment.

Contacting our customer service team before returning an item helps us process your request efficiently. However, this is not an additional requirement for exercising your statutory right of withdrawal. Any clear statement of withdrawal submitted within the legal period is valid.

3. Return Shipping Costs

For returns due to a change of mind:

* The customer is responsible for the direct cost of returning the item.
* The customer may choose their preferred shipping carrier, provided the shipping method is appropriate for the jewellery being returned.
* No restocking fees will be charged.

If an item is defective, does not conform to the order, or was sent incorrectly due to an error by CHIVAS Jewellery, the return shipping costs necessary to fulfil our statutory warranty obligations will be covered or reimbursed by CHIVAS Jewellery.

For international returns, we recommend contacting us before shipping your parcel to receive appropriate customs instructions and avoid unnecessary charges.

4. Personalised Jewellery and Custom-Made Items

In accordance with Article L221-28 of the French Consumer Code (Code de la consommation), jewellery made to a customer’s individual specifications or clearly personalised may be excluded from the statutory right of withdrawal.

This may include:

* Jewellery featuring personalised engravings.
* Unique pieces created according to a customer’s specific design or request.
* Items made to particular measurements or specifications unique to the customer.

The fact that a standard jewellery design is manufactured after an order is placed does not automatically make it a personalised product excluded from the statutory right of withdrawal.

Genuinely personalised jewellery is also excluded from our commercial change-of-mind return policy, provided this exclusion was clearly communicated to the customer before purchase.

These exclusions do not affect the customer’s statutory rights in cases of defective goods, lack of conformity, hidden defects, or incorrect orders.

5. Sale and Promotional Items

Jewellery purchased during promotional campaigns, special offers, or seasonal sales benefits from the same statutory withdrawal rights and legal warranties as items purchased at their regular price.

Promotional and sale items are also eligible for our 30-day commercial return policy, provided they meet the eligibility requirements outlined in this policy.

6. Damaged, Defective, or Incorrect Items

We encourage customers to inspect their orders upon delivery.

If you receive an item that is damaged, defective, does not match its description, or differs from what you ordered, please contact us at:

contact@chivasjewellery.com

Please include your order number and, where possible, photographs showing the issue.

We will review your request and provide an appropriate solution in accordance with applicable statutory warranties. Depending on the legal requirements and circumstances, this may include repair, replacement, a price reduction, or a refund.

Rights relating to defective or non-conforming products, including hidden defects, are not limited to our 30-day commercial return period.

7. Statutory 14-Day Right of Withdrawal

For distance purchases governed by French consumer law, customers generally have 14 calendar days from the date they receive their order to exercise their statutory right of withdrawal, without having to provide a reason, subject to applicable legal exceptions.

To exercise this right, you may send us a clear statement of your decision to withdraw by email:

contact@chivasjewellery.com

You may also use the standard withdrawal form provided at the end of this policy.

After notifying us of your decision to withdraw, you have an additional 14 calendar days to return the relevant items.

You may handle the product to the extent necessary to establish its nature, characteristics, and functioning, as you would reasonably be able to do in a physical store.

You may be held responsible for any reduction in the item’s value resulting from handling beyond what is necessary for this purpose, in accordance with applicable law.

The statutory right of withdrawal applies independently of our 30-day commercial return policy and its additional conditions.

8. Refunds

Once your returned item has been received, we will inspect it and inform you of the status of your request.

Refunds under the statutory right of withdrawal:

Refunds will be issued within a maximum of 14 calendar days after we receive your notification of withdrawal.

For sales of goods, we may withhold the refund until we have received the returned items or until you have provided evidence that the items have been shipped back, whichever occurs first.

Refunds include all amounts legally refundable, including the price of the returned products and the original standard delivery charges where reimbursement of those charges is legally required.

Any additional costs resulting from choosing a delivery method more expensive than the standard delivery option offered are not refundable under the statutory right of withdrawal.

Refunds under our 30-day commercial return policy:

For eligible returns made beyond the statutory withdrawal period, the purchase price of the returned item will be refunded no later than 14 days after we receive the item and verify that it meets the commercial return conditions.

Original delivery charges and return shipping costs are not refunded under this extended commercial policy, unless otherwise agreed or required by applicable law.

Refunds will be processed using the original payment method, unless the customer expressly agrees to another method that does not result in additional charges.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment service provider.

9. Exchanges

If you wish to exchange an item for another size, colour, or design, please contact our customer service team before returning the product.

Depending on product availability, we will guide you through the appropriate exchange procedure.

For exchanges requested as a matter of personal preference, any applicable return shipping costs and new delivery charges will be communicated before confirmation.

Requests involving defective or non-conforming products are handled separately in accordance with applicable statutory warranties.

10. Statutory Legal Warranties

Products sold by CHIVAS Jewellery benefit from applicable statutory legal warranties, independently of our commercial return policy.

Legal Guarantee of Conformity

In accordance with Articles L217-3 and following of the French Consumer Code, consumers benefit from a statutory legal guarantee of conformity for two years from the delivery of the goods, under the conditions provided by law.

If a product does not conform to the contract, the customer may be entitled to request repair or replacement free of charge, subject to the applicable legal conditions.

A price reduction or termination of the sales contract may also be available in circumstances provided for by law.

Warranty Against Hidden Defects

In accordance with Articles 1641 and following of the French Civil Code (Code civil), customers also benefit from the statutory warranty against hidden defects under the applicable legal conditions.

These statutory warranties apply independently of any additional commercial warranty and are not limited by the conditions governing change-of-mind returns.

11. International Orders

CHIVAS Jewellery ships to multiple international destinations.

The statutory consumer rights applicable to customers may vary depending on their country of residence and any mandatory consumer protection laws that apply to their purchase.

Our 30-day commercial return policy applies to eligible international orders, subject to the exclusions and conditions outlined above, without limiting any mandatory legal protections available to customers in their country.

For returns from outside France, we recommend contacting our customer service team to receive appropriate shipping and customs instructions.

12. Standard Withdrawal Form

To: CHIVAS Jewellery
1 rue Desprez
97441 Sainte-Suzanne
Réunion Island, France
contact@chivasjewellery.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):
Order number:
Ordered on:
Received on:
Consumer’s full name:
Consumer’s address:
Date:
Signature (only required if this form is submitted on paper):

13. Customer Service

For any questions regarding returns, refunds, or orders, our customer service team is available to assist you.

CHIVAS Jewellery

Email: contact@chivasjewellery.com
Phone: +262 693 46 26 84
Website: www.chivasjewellery.com

We are committed to reviewing every request carefully and finding an appropriate solution while respecting your statutory consumer rights.