Returns

The consumer and user will have a maximum period of 30 business days to exercise the right of withdrawal. The law of the place where the goods covered by the contract were delivered or where the service is to be provided will determine which days are considered business days.

In the event of withdrawal, the consumer and user shall be responsible for the shipping costs associated with the return.

The return of any merchandise requires the agreement of both parties. Joyería Francisco Ortuño S.L. reserves the right to demand compensation for any damage sustained by the returned merchandise, as well as to recover the direct costs incurred by the return.

Joyería Francisco Ortuño S.L. will only accept the return of merchandise if:

1. The buyer exercises their right of withdrawal within the time period established by law. Joyería Francisco Ortuño S.L. will accept the exercise of this right solely and exclusively when the merchandise is in the same condition as when it was delivered and the requirements set forth in the section describing delivery have been met.
2. The merchandise is defective: In this regard, Joyería Francisco Ortuño S.L. will comply with the provisions of the Defective Products Act, proceeding to immediately replace the product with another of identical conditions and features.
3. If the merchandise was not provided within the timeframe previously indicated by Joyería Francisco Ortuño S.L. in its BINDING OFFER.
4. Joyería Francisco Ortuño S.L. will also refund the purchase price of the merchandise if, for reasons not attributable (whether directly or indirectly) to it, it is unable to fulfill the order.
5. Joyería Francisco Ortuño S.L. will accept the return of the merchandise when, for reasons attributable to it, the product delivered does not correspond to the one requested by the customer.

These General Terms and Conditions shall automatically terminate upon the dissolution of the Company (Tax ID: B03468808) or upon the filing of petitions for a declaration of bankruptcy (voluntary or compulsory), suspension of payments, insolvency proceedings, general assignment of assets to creditors, cessation of the company’s operations, a petition for debt relief or a payment deferral, etc.

Notwithstanding the foregoing, Joyería Francisco Ortuño S.L., in accordance with the provisions of the aforementioned Directive and the Retail Trade Regulation Act, may determine that when the products ordered by the customer are clearly personalized and manufactured according to the consumer’s specifications, or other criteria it may establish at the time, neither the aforementioned right of rescission nor these Terms and Conditions shall apply; rather, the sales contract entered into between the parties shall prevail. Said contract will be issued by Joyería Francisco Ortuño S.L. and sent to the CUSTOMER for the purpose of accepting the terms set forth therein and waiving these Terms and Conditions.

RETURN PROCEDURE

To request a return or exchange, you may call 965 600 412 or reply to any order confirmation email sent by us. We will provide you with a shipping address.

• Send the product along with all items received (product, certificate, delivery slip, etc.).
• Send the package to the return address provided by us, including the corresponding order number on the shipping label.
• Once we receive the package, we will identify and verify the condition of the returned products. This process may take up to 48 hours.
• Once the verification is complete, we will immediately process the exchange or refund. If there are any discrepancies, we will contact you as soon as possible.

Joyería Francisco Ortuño S.L. cannot be held responsible for any loss or damage to packages sent by our customers.

Additionally, Francisco Ortuño S.L. provides a form for withdrawing from the sales contract. You can download this form at this link.