RETURN POLICY

The Customer shall have the right to withdraw from the contract, without any penalty, within fourteen (14) calendar days from the date of receipt of the product. Only applicable for web purchases.

In order to exercise the right of withdrawal, the Customer must contact JOIERIA GRAU by e-mail at hola@joieriagrau.com and send the product to be returned, together with all its documents, instructions and original packaging, as well as the Withdrawal Document which will be sent to the Customer via e-mail if it cannot be downloaded, by any means proving receipt by JOIERIA GRAU.

The address for sending the returns is: Calle Sant Romà, 22 – 17310 Lloret de Mar (Girona) Spain.

Once the Customer has exercised the right of withdrawal, JOIERIA GRAU will return to the Customer all payments received, with the exception of shipping and return costs, within a maximum period of fourteen (14) calendar days from the date on which the Customer informs JOIERIA GRAU of his decision to withdraw from this contract. JOIERIA GRAU will proceed to make the refund using the same means of payment used by the Customer for the initial transaction, unless the Customer expresses otherwise. The Customer shall bear the cost of returning the product purchased, except in the case of products replaced due to unavailability, in which case JOIERIA GRAU shall bear the cost of returning the product. (ART. 108)

The user will not have the right to cancel special or customized orders. Custom-made and/or customized products cannot be returned. 

Products that have been tampered with, have been used or have had their security seals removed will not be accepted for return.

Repetitive returns

From JOIERIA GRAU, we urge our clients to make good use of this website. Although we put a lot of effort into showing the jewelry and watches as they are in reality, we understand that purchasing through the website is not the same as purchasing in a physical jewelry store and that it is possible that when purchasing a product and receiving it, the customer I am not completely satisfied with the purchase. That is why at JOIERIA GRAU we try to facilitate, as far as possible, a quick and agile return process, within our return policies, as well as alternatives to satisfy the customer's needs, such as exchanging the purchased products for others that comply. your expectations or visit our jewelry stores to see the product physically.

At JOIERIA GRAU we reserve the right to block or cancel a customer's account or cancel a purchase made, if we detect an unusual pattern of returns, such as: buying and returning repeatedly in a short time, buying and returning everything or almost everything that is purchased, the return of products that do not correspond to what was sent or inaccuracy in returns.

If the customer believes that their account has been unfairly blocked, they should contact hola@joieriagrau.com to receive more information and learn about the options available to them to purchase JOIERIA GRAU products.