Refund policy
Your trust in our products matters a lot to us. Since many of our jewelry pieces are personalized and individually crafted products, special return conditions apply. Should your product nevertheless be eligible for return or arrive damaged, defective, or incorrectly delivered, we're of course happy to help.
1. Returns of Product
Since many of our products are personalized and individually crafted jewelry pieces, returns or refunds for personalized products due to a simple change of mind are unfortunately not possible. For non-personalized products, the statutory right of withdrawal applies. These can be returned within 14 days of receiving your order, provided they are unworn and in their original condition.
2. Defective or Incorrectly Delivered Products
Should your product arrive damaged, be defective, or be incorrectly delivered, please contact us after receiving your order at info@amouravienna.com and include a photo of the product. In this case, we will of course offer you a replacement or a suitable solution.
3. Requirements for the Condition of the Product
To process a claim, the product must be in its original condition. Please keep the packaging and all included components for this reason.
4. How to Start a Return
To start a return or claim, please contact us at info@amouravienna.com with your order number and a brief description of the issue. After review, we will send you further instructions for the return.
5. Return Shipping Costs
Return shipping costs are borne by the customer, unless the product was damaged, is defective, or was incorrectly delivered.
6. Refunds
Once your return has been received and inspected by us, we will process your refund within 14 days. The refund will be issued via the original payment method. Shipping costs will not be refunded unless the error was on our part.
7. Exchanges
As many of our products are individually crafted or personalized, we do not offer direct exchanges for personalized products. Non-personalized products can be returned under the statutory right of withdrawal and reordered afterward.
8. Shipping Protection
The optional shipping protection is a separate service that is independent of the purchase of the product. By completing your order, you agree to the immediate performance of this service. Since the shipping protection is fully performed upon successful delivery of your shipment, your right of withdrawal regarding this additional service expires at that point. The right of withdrawal for the ordered product itself remains unaffected.
9. Contact
If you have any questions about your order or delivery, you can reach us anytime at the following email address: info@amouravienna.com