Refund policy

  


PDPAOLA accepts returns and exchanges up to 30 days after the delivery date.
To return and exchange an item, the customer has to enter their request via our Return Center.
The request will be accepted within 24-48 hours.
The customer will then receive all the instructions to follow by email.

 

GENERAL RETURN CONDITIONS

Returns are accepted in all the following assumptions, whenever it is not related to a personalized item:

  • The customer wants to change their ring size.
  • The product is not what the customer expected.
  • The customer received the order in poor conditions.

It is essential that the products to be returned are in perfect condition, without any obvious signs of use; if not, no return may be accepted.

Important Notes:

  • Personalized items cannot be returned unless they present a factory default.
  • In case the customer received a gift in their order, they have to return it as well.
  • It is essential that the products returned by the customer arrive at our warehouse in perfect condition; in its original packaging, with the label and without obvious signs of use, otherwise the request will be rejected.
  • The client is responsible for sending the package with taxes and postage paid. Otherwise, the package will be returned automatically, and the request will be rejected.


EXCHANGES & RETURNS COSTS

PDPAOLA offers 2 return options:

  • Leave the parcel at the nearest drop-off point of our delivery service with a prepaid return label (€5 will be deducted from the refund).
    *Note: Germany - The cost of €5 will be deducted in case of partial refund and €8 in case of full refund of the amount to be refunded.
  • Send the package under your own expense, with the preferred courier service (as the shipping costs are borne by the customer, no return fee will be applied).

If the customer wishes to exchange a product for a different one with a different price, the difference would be either refunded or charged by paying an invoice sent by email.

 

RETURN CONDITIONS OUTSIDE EUROPE

The package must arrive at the warehouse with duties and taxes already paid.
Otherwise, the package will be returned automatically, and the request will be rejected.

In the case of UK, AU, USA, CA & NO, PDPAOLA offers the possibility of leaving the package at the delegation of our courier company for a cost of €5 that will be deducted from the refund of the order.

 

PACKAGING CONDITIONS OF RETURN ORDERS

It is the customer’s responsibility to provide suitable packaging to ensure that the articles reach PDPAOLA in perfect condition.
In case the customer does not find a suitable packaging for their return, we suggest using the original box in which the order has been received.
If the items are received in poor condition, the return may not be processed.

 

REFUND CONDITIONS

After the package arrives at our facilities, our quality team will review the jewel(s) received in a maximum of 5 working days.
PDPAOLA cannot be held responsible for any loss of the package during its shipment or misplaced packages, and it will be the client’s responsibility to make sure the package arrives at our facilities in perfect conditions.

If everything is OK, the refund will be processed using the same payment method as during the buying process. The refund can last up to 14 days after receiving the parcel in our warehouse.

Products purchased during sales or promotion campaigns will be refunded according to the conditions of the campaign. If the partial or total return of an order invalidates the promotion under which the purchase was made, PDPAOLA reserves the right to:

  • Demand the return of promotional products.
  • Make the refund by recalculating the discounts of the order, applying the conditions in force at the time of making the purchase.


INCORRECT PRODUCT RECEIVED

We recommend contacting our Customer Service, in order to exchange the received product for the correct one.

 

ITEMS’ WARRANTY

All of our jewelry has a 3-year quality warranty, starting from the day the order is delivered.

The warranty is valid against any material and/or manufacturing defect.
This warranty does not include insurance against physical or accidental wear and/or damage.

To benefit from our warranty, the customer must fill our Warranty Claim form on our Return Center, and our Customer Service team will get back to them.

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