Complaints & Returns

1. General Information

This Complaints & Returns Policy applies to purchases made through the website www.elixir-jewelry.com, operated by Elixir Jewelry.

All jewelry is handcrafted using traditional techniques. Minor variations in color, texture, or detail are a natural part of handmade production and are not considered defects.

2. Right of Withdrawal (EU Consumers)

In accordance with EU consumer protection law, EU customers have the right to withdraw from a purchase within 14 days of receiving the goods, without stating a reason, provided that:

• the item is ready-made (not custom or made to order),

• the item is unused, unworn, and

• the item is returned in its original condition and packaging.

To exercise the right of withdrawal, the buyer must notify the Seller in writing by e-mail before the withdrawal period expires.

3. Exclusion of Withdrawal for Custom Jewelry

The right of withdrawal does not apply to:

• custom-made jewelry,

• made-to-order pieces,

• personalized items produced according to the buyer’s specifications.

Such items are created specifically for the buyer and cannot be returned or refunded, unless a manufacturing defect is proven.

4. Return Conditions

Returned items must:

• show no signs of wear, damage, or alteration,

• be securely packaged to prevent damage during transport,

• include all original components.

The Seller reserves the right to refuse a return if these conditions are not met.

5. Complaints & Defective Goods

If the purchased item has a manufacturing defect, the buyer has the right to file a complaint.

Complaints must be submitted by e-mail to info@elixir-jewelry.com and should include:

• order number,

• description of the defect,

• clear photographs of the item.

Complaints will be assessed individually and handled in accordance with applicable consumer protection laws.

6. What Is Not Considered a Defect

The following are not considered defects:

• natural characteristics of handmade jewelry,

• slight color differences, especially in vitreous enamel,

• normal wear and tear,

• damage caused by improper use, accidents, or exposure to chemicals,

• damage caused by failure to follow care instructions.

7. Complaint Resolution

If a complaint is accepted, the Seller may:

• repair the item,

• replace the item (if possible),

• provide a reasonable price reduction,

• issue a refund, if no other solution is feasible.

The method of resolution is determined based on the nature of the defect and the product.

8. Return Shipping Costs

• Return shipping costs are borne by the buyer, unless the return is due to a confirmed manufacturing defect.

• Shipping costs are non-refundable.

The Seller is not responsible for items lost or damaged during return shipping.

9. International Orders (Non-EU)

For orders shipped outside the European Union:

• customs duties, taxes, and import fees are non-refundable,

• returns due to customs refusal are not considered valid returns.

For any questions regarding shipping or delivery, please contact:

E-mail: info@elixir-jewelry.com
Website: www.elixir-jewelry.com