Returns and Complaints Policy
At Joalharia do Carmo, we offer you the option to make returns if your purchase does not meet your expectations. Returns must be communicated within 14 days from the date of delivery. Once the return is communicated, the item must be sent back within 14 days from that communication. The item must be in its original condition. We do not offer free returns.
Return Conditions
Returned items must be received at our headquarters within 14 days of the return notification. You may receive a refund of the purchase price excluding shipping costs, provided the item is returned in its original condition. We are not responsible for returned items lost in the mail or held at customs, so please make sure to keep tracking information for your shipment.
Portuguese Law No. 24/2014, of February 14:
The consumer has the right to withdraw from the contract without stating a reason, within 14 days from the date of receiving the goods.
A clear statement by the consumer (in their own words) indicating the decision to cancel the contract is considered valid—this can be by letter, phone call, return of the item, or any other provable method. The consumer is responsible for providing proof of cancellation.
(If the supplier offers electronic means for cancellation and the consumer uses them, the supplier must acknowledge receipt of the cancellation within 24 hours, in a durable format.)
The consumer must return or deliver the goods to the supplier or an authorized person within 14 days of giving notice of cancellation. The cost of return is the responsibility of the consumer.
The consumer must preserve the goods in a condition suitable for return.
Within 14 days of being informed of the cancellation, the supplier must reimburse all payments received—but must inform the consumer that return costs are their responsibility.
The refund will be issued using the same payment method used in the original transaction, unless otherwise agreed and provided no additional costs are incurred by the consumer.
The refund will be withheld until the goods are received or until proof of return is provided by the consumer.
Items not allowed for return or exchange
Personalized products, such as engraved products or special sizes, are not eligible for return.
We will not accept returns if the items upon receipt reveal that they have been used or altered [except for fitting purposes].
Items will be returned to the customer without prior notice.
Exchange conditions
For exchange purposes, items must arrive at our offices within a maximum period of 14 days after receipt.
We do not offer free exchanges.
After receiving the items, you will receive a code (gift card) by email with the value of your purchase, excluding shipping.
After our analysis reveals that the parts have already been used or modified (excluding evidence), we will not accept the exchange. Parts will be returned to the customer without prior notice.
How to make an exchange or return
Please contact us via email at geral@joalhariadocarmo.pt to use our returns service.
Cancelling an order
Once an order is finalized in the online store, preparation for the order begins, and we cannot guarantee that orders with changes will be processed in time.
However, you can always contact our team via email geral@joalhariadocarmo.pt.
If cancellation is not possible, the products will be delivered to you, which you must refuse upon receipt.
The products will be returned to us and your money will be refunded (only after receipt).