Return & refund policy

We want every piece to be right. If it is not, you have 30 days from the day it is delivered to tell us you want to return or exchange it, whatever the reason — and 14 days after our reply to post it back. This policy explains how. Your statutory rights — including the 14-day right of withdrawal for consumers in the EU and the UK, and your rights if goods are faulty — are not affected by anything here and always apply in addition.

What can be returned

• Any item you tell us about within 30 days of delivery, that is unworn, undamaged and in its original packaging.
• Please keep proof of purchase (your order number is enough).

What cannot be returned

• Pieces made to your specification: solid gold jewellery, sizes outside our standard range, and engraved items. These go into production once you order and cannot be resold. We say so on the product page before you buy.
• Items that have been worn, altered, resized by a third party or returned without their packaging. We will send these back to you and no refund is due.
• Gift cards.

How to return or exchange

1. Tell us first. Use the returns & exchanges form or e-mail info@balmantejewelry.com with your order number and what you would like us to do. Please do not post anything before you hear from us — parcels sent without a request cannot be matched to an order and cannot be accepted.
2. We reply with the return address for your region (Czech Republic for EU customers, United Kingdom for UK and other customers) and a return reference.
3. Post it back within 14 days of our reply, using a tracked service. Include the return reference inside the parcel.
4. We inspect and confirm by e-mail within 3 business days of the parcel arriving.

If your return or exchange is late

The 14 days start on the day we reply with your return address, and it is the date you hand the parcel to the carrier that counts — not the day it reaches us. If we have not seen a tracking number ten days after our reply, we send one friendly reminder.

A parcel posted after those 14 days is accepted at our discretion, as long as the piece is unworn and in its original packaging. If something got in the way, simply tell us and we will do our best to help.

The final date is 44 days from delivery — your 30-day return window plus the 14 days the law allows for sending the goods back. It applies however early or late in the window you first contacted us, and it is the one date we cannot move. A parcel posted after that day cannot be accepted, whether it is a return or an exchange; if such a parcel reaches us anyway, we will let you know and send it back to you at your cost.

Exchanges — the easiest fix for a wrong size

• Exchanges for another size or another piece cost you only the return postage: you post the original back at your own cost, and we send the replacement to you at ours.
• If the piece you want costs more, we ask you to pay the difference before we ship; if it costs less, we refund the difference.
• The first exchange on an order works as above. From the second exchange on the same order, both legs of the shipping are on you — we send a payment link for the replacement's postage before it goes out. You may of course return the piece for a refund instead, within the same 30-day window.
• Not sure which size? Use our size guide or ask us before posting anything.

Refunds

• We refund to the original payment method within 14 days of receiving your return — in practice usually within 5 business days of inspection. Your bank or card issuer may take a further 3–10 days to show it.
• The refund covers the price of the item and, for consumers exercising the statutory right of withdrawal, the standard delivery cost. Standard delivery is free, so this normally means the full order value.
• If you chose DHL Express, that surcharge is not refunded for a change-of-mind return.
• Discounts are applied proportionally. Free gifts included with the order should be returned with it or their value is deducted.

Return shipping costs

• For a change-of-mind return or exchange, the return postage is paid by you. We recommend a tracked service and we cannot be responsible for a return that does not arrive and has no tracking.
• If a tracked return is confirmed lost by the carrier, we will still honour your refund.
• If the item is faulty, damaged on arrival, or not what you ordered, the return is on us: we send a prepaid label and refund or replace as you prefer. See our Warranty & complaints policy.

Gifts

If the piece was a gift, the recipient may exchange it for another size or piece within 30 days of delivery. Refunds go back to the original payment method, so a refund can only be requested by the person who placed the order.

Cancelling before dispatch

We dispatch within 24 hours, so please contact us straight away if you need to change or cancel. Once a parcel is with the carrier we cannot recall it, but you can return it under this policy as soon as it arrives.

Your statutory rights

Consumers in the EU and the UK may cancel for any reason within 14 days of delivery under the rules in section 5 of our Terms and Conditions, which include a model withdrawal form. Where those rules are more favourable to you than this policy, they apply.

Operated by Balmante Jewelry s.r.o., Příčná 1892/4, 110 00 Praha 1, Czech Republic · IČO 21969230 · info@balmantejewelry.com