RETURN AND EXCHANGE POLICY
ABOUT OUR PIECES
Our pieces are all handmade in our atelier. We use 925c sterling silver in our pieces which consists of 0.925 high-quality pure silver and 0.75 other alloys.
We use precious (sapphire, ruby etc.) and semi-precious (amethyst, peridot, tourmaline, etc.) in our pieces. Details can be shown on respective product pages.
Since we use natural stones, colors may vary. The products in photographs are close representations of the piece that you are going to receive.
If you have concerns about the colors of the stone or the finish of the piece, please get in touch with us after you place your order. We can provide photos before we send your package and make possible changes upon your request.
If you wish to return or exchange an item, first you must request a return authorization by contacting us at
email@example.com. REASO is not responsible for the items sent to the office without prior information. Before sending the package back to us please make sure that it is discussed with the customer service team. Packages during shipment are not under the responsibility of the REASO office. We only consider your demand if the package arrives at our office. We recommend using trackable shipping.
To be eligible for return or exchange, products should be in their unused condition and have to be sent back in original packaging.
For every inquiry please get in touch with us via email firstname.lastname@example.org. Your inquiries will be answered within 24 hours on weekdays.
STANDARD RETURN WINDOW
You can return your order within 14 days from the date you receive your package. Please get in touch with us via email@example.com.
Please note that we do not cover the cost of returns unless they are due to a fault of ours. If you think there is a problem with the piece that you order, please send us an email regarding the issue and provide photos of the piece. For faulty or wrong products, our customer care team will provide you with a shipping label, which will cover the costs associated with returning the products to us.
If you live outside of European Union or the UK, we won’t be able to create a return label for the shipping. To learn about the return process contact us at firstname.lastname@example.org.
Once we have received the order back, we will notify you via email regarding the refund within 3 business days.
The price of the item + shipping (including sale items) will be refunded to your original payment method. If the item is used or damaged, REASO keeps the right to decrease the refund amount.
We aim to initiate the refund in 5 days after the package arrives back to us It can take up to 5-10 business days until the transaction is visible on your bank statement. After the refund is initiated by us, REASO can’t control or change the process. We recommend getting in contact with your bank.
All sales taxes will be refunded to customers within the EU. For customers outside of the EU, we only refund the amount that you have paid on our website. For a VAT refund, you have to contact your customs office.
For the returns from outside of the EU, “Return of goods” should be marked on the package and the value should be entered as “0(zero)”. All necessary custom packages should be disclosed with the return. REASO keeps the right to decrease the refund amount in case of wrong documentation made by the customer.
WHEN YOU RECEIVE THE WRONG PRODUCT
If you think that you receive the piece that you haven’t ordered, please get in contact with us immediately. If it is due to our error, we will fix the problem promptly and free of charge on your end.
SWITCH TO ANOTHER SIZE OF THE SAME PRODUCT
If you calculate your size wrong and the ring doesn’t fit, please e-mail us within 14 days of receiving the product, provide your customer information, and inform us about the size change. Also, provide the size you wish to receive in exchange. Shipping costs both ways are up to the customer. Therefore we recommend you check our size guide and contact us if you are not still sure about your size.
For customers outside of the EU, the extra cost may occur due to the country’s customs policies. All extra costs would be in customers' responsibility.
WANT TO SWITCH TO ANOTHER PRODUCT?
We can’t change the jewelry with another piece of jewelry to not mess with our inventory. Please simply return the product you have received within 14 days and order your new product separately. Please don’t forget to let us know before you place your new order.
RIGHT TO COMPENSATION
Right to claim compensation if your jewelry breaks due to a production error, you have the right to claim compensation within 2 years from the date you purchased your products. This will, however, only apply if the damage is due to a production error. If you are able to provide such proof, you will receive a new piece or have it repaired by us free of charge. Please contact our customer care via email stating your order number, description, and photo of the damage.
If the damage is caused by your own fault, you should bring your jewelry to your local goldsmith for repair.
The cases including but not limited to wear and tear, oxidation due to unusage or lack of maintenance, missing gems on used rings are not considered as production errors.
We reserve the right to decline unreasonable repairs, returns, and exchanges.
If you have questions concerning repairs, please reach out to customer care and we will do our best to help you.
All sales are final.