This Refund and Returns Policy applies to purchases made through www.vandalgems.com and is intended for customers purchasing from Europe.

1. Order Processing and Delivery

Orders are normally processed within 1–3 working days after payment has been confirmed.

Orders are generally dispatched using DHL, FedEx or UPS Priority services. Standard delivery generally takes approximately 5–8 working days after dispatch.

Tracking information is sent to the email address provided at checkout when relevant tracking information becomes available. Updates may be provided at key stages, including dispatch, relevant logistics points and local delivery.

If an order exceeds the standard delivery period, we will contact the relevant carrier and investigate the delivery status. Following the investigation, the available resolution may include a full refund or replacement shipment, depending on the circumstances.

2. 14-Day Right of Withdrawal

For consumers in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.

For goods, the withdrawal period normally begins on the day after you, or a third party designated by you other than the carrier, physically receive the goods.

To exercise this right, please contact us by email within the applicable withdrawal period and clearly state that you wish to withdraw from the purchase.

Unless an applicable statutory exception applies, goods should be returned without undue delay and no later than 14 days after you have communicated your withdrawal.

3. Return Address

Approved returns should be sent to:

XXX

Please contact us before sending a return so that the appropriate return instructions can be provided.

4. Return Costs

For a withdrawal based solely on a change of mind, the customer generally bears the direct cost of returning the goods where this has been properly communicated before purchase.

The original standard delivery charge will be reimbursed where required by applicable law. Additional delivery costs resulting from the customer’s choice of a more expensive delivery option may be excluded where permitted by law.

Where goods are defective or do not conform to the purchase contract, applicable statutory rules concerning return costs apply. Such costs are not transferred to the customer where applicable law requires the trader to bear them.

5. Refunds for Valid Withdrawals

Following a valid withdrawal, reimbursement will normally be made without undue delay and, in accordance with applicable EU rules, no later than 14 days from the date on which we are informed of the withdrawal.

We may withhold reimbursement until the returned goods have been received or until the customer provides evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed or applicable law requires otherwise.

6. Damaged or Defective Goods

If an item arrives damaged, defective or does not conform to the purchase agreement, please contact us by email after receiving the order.

Please provide photographs showing the relevant issue and, where appropriate, the packaging. Photographs may allow us to assess the matter without requiring the affected item to be returned.

Where appropriate, we may arrange a refund or replacement without requiring the affected item to be returned.

If a return is required to assess or resolve the matter, we will provide the applicable return instructions.

Nothing in this section limits mandatory statutory rights concerning defective or non-conforming goods.

7. Legal Guarantee

Consumers in the EU have a minimum two-year legal guarantee for goods that are faulty or do not conform to the purchase contract. Depending on the circumstances and applicable national law, remedies may include repair, replacement, price reduction or refund.

Any statutory rights available under applicable national law remain unaffected by this Policy.

8. Goods Damaged During Delivery

Where delivery is arranged by us, the risk of loss or damage remains with us until the goods are physically received by the customer or by a third party designated by the customer other than the carrier.

The transfer of goods to the carrier does not, by itself, transfer the risk of loss or damage to the customer.

If an order is lost or damaged before delivery, we will handle the matter in accordance with the applicable legal requirements and the circumstances of the order.

9. Payment Methods

Payments may be made using the payment methods displayed at checkout, including:

• Visa;
• Mastercard;
• American Express;
• Apple Pay;
• Google Pay; and
• other electronic wallet options displayed at checkout.

Available payment methods may vary according to the customer’s location, device and checkout conditions.

10. Contact Information

For refund, return or order-related enquiries, please contact us using the information below.

Registered Company Name:
Address:
Telephone:
Email: hostmaster@vandalgems.com
Website: www.vandalgems.com