At Joelu Jewellery, we want you to love the pieces you choose. If you change your mind about your purchase, you may exercise your statutory right of withdrawal in accordance with applicable Dutch consumer law.
1. Right to cancel
You have the right to cancel your online order within 14 days of the day after you receive your item, without giving a reason.
To exercise this right, please notify us within the withdrawal period using our online cancellation facility or by contacting us at [email address to follow]. You may also use the withdrawal form available on our website.
2. Returning your order
After notifying us of your decision to cancel, you have a further 14 days to return the item.
Please return your jewellery securely packaged to:
Joelu Jewellery
[street and house number to follow]
[postcode to follow] Almere
The Netherlands
Please include your order number so that we can identify your return.
3. Condition of returned items
You may handle an item as necessary to inspect its nature, characteristics and functioning.
If an item has been handled beyond what is necessary for inspection, you may be responsible for any resulting reduction in its value. We recommend returning items securely packaged and including their original packaging where possible.
4. Return shipping costs
Unless the item is faulty or another legal exception applies, you are responsible for the direct cost of returning an item when exercising your right to withdraw.
5. Refunds
We will refund your payment, including the cost of standard outbound delivery where applicable, within 14 days of receiving your notice of withdrawal.
We may withhold the refund until we have received the returned item or you have provided evidence that it has been sent, whichever occurs first.
Refunds will be made using the original payment method unless you expressly agree otherwise.
6. Faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us at [email address to follow] with your order number and a description of the issue. We will work with you to resolve the matter in accordance with your statutory consumer rights.
7. Exceptions
The statutory right of withdrawal does not apply to certain products, including qualifying personalised or custom-made items. Any applicable exception will be clearly communicated before purchase.
Nothing in this policy limits your statutory rights as a consumer.
8. Exchanges
An exchange is not something the law gives you, it is something we offer. Email us at [email address to follow] and we will arrange it. If we cannot, you still have your right to cancel as described above.
9. Complaints
Not happy with something? Email us at [email address to follow] with your order number and what went wrong. We confirm we have received your complaint within 2 business days and give you a full answer within 14 days. If it takes longer, we tell you why and when you can expect an answer.
If we cannot solve it together, you may take the matter to the competent Dutch court or to a recognised dispute committee.