Refund policy
Returns and Refunds
Your rights depend on where you are, so this page is in three parts. Find yours below.
If you are in the European Union or EEA
Changing your mind
You have 14 calendar days, counted from the day after you receive your order, to withdraw from your purchase. You do not have to give a reason.
If your order arrives in more than one delivery, the 14 days begin the day after the last item reaches you.
This applies to discounted and sale pieces exactly as it applies to full-price ones.
Where it does not apply
There is no right of withdrawal on pieces made or adapted to your specification, or clearly personalised: engraved, hand-stamped, made to measure, resized to your size before dispatch, or made to order from a bespoke request. This is stated again on the product page and confirmed in your order confirmation before you pay.
Earrings are supplied with a hygiene seal. For reasons of health and hygiene we cannot take an earring back once that seal has been broken, so please look at the piece before you remove it. Earrings with the seal intact can be returned like anything else, and if an earring is faulty the seal makes no difference to your two-year guarantee.
There is no right of withdrawal on orders placed for business purposes rather than as a consumer.
How to withdraw
Use our withdrawal form. It takes two steps, and we email you a confirmation recording what you sent and the date and time we received it. Keep that email: it is your proof that you withdrew in time.
You may instead write to contactus@juwelinaparis.com, or use the model withdrawal form published at the bottom of that page. Any clear statement of your decision is valid, but it must reach us inside the 14 days.
Sending the piece back
Once you have told us, send the piece back within 14 days. We do not offer exchanges; withdrawal results in a refund.
Return the piece complete: the piece itself, its box and pouch, any certificate, and any tags still attached, with your order number enclosed.
You pay the return postage. You bear the risk of loss or damage in return transit, so use a tracked and insured service. If a piece does not reach us, we can only refund you if you can show it was sent.
DSP Group BV, Beukenlaan 8, 2020 Antwerpen, Belgium
What we refund
We refund the price you paid, plus the cost of the least expensive standard delivery we offered on your original order. If you chose a faster or premium delivery, the difference is not refunded.
We refund within 14 days of the day the piece reaches us, or the day you supply proof that you have sent it, whichever is earlier. We refund to the same payment method you used to pay.
Handling the piece
Examine a piece as you would in a shop: take it out, look at it, try it on, see how it sits.
If a piece comes back showing handling beyond that — worn rather than tried on, scratched, a stretched or kinked chain, altered or resized — we may deduct from your refund an amount reflecting the actual loss in value, and we will tell you the amount and the reason for it. Trying a piece on, opening the box, or returning it without its pouch or certificate is not in itself a reason to reduce your refund.
If returns become a pattern
We may decline to accept future orders from a customer whose ordering and returning behaviour is inconsistent with buying to keep.
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If something is wrong with your piece
Every new piece carries the legal guarantee of conformity for two years from delivery. The guarantee covers faults present when the piece reached you: a manufacturing defect, a piece not as described, or one that does not perform as you could reasonably expect. It is not a repair or maintenance service.
It does not cover normal wear and use, such as patina or hairline surface marks that come from ordinary handling over time. Where a fault appears within the two years — including plating that wears through prematurely, a chain that stretches or a stone that comes loose in ordinary wear — Belgian law presumes the fault was present when the piece reached you, and it is for us to show otherwise. You do not have to prove anything. It does not cover accidental damage, water or chemical exposure, or wear during sport, swimming or sleep. It does not cover a piece that has been altered, resized, polished or repaired by anyone other than us, a piece damaged by failure to follow the care instructions supplied with it, or a fault we told you about before you bought.
The guarantee runs to the person who bought the piece, and applies to purchases made as a consumer, not for business or resale. Where a vintage or second-hand piece is sold with a one-year guarantee, this is stated on the product page and you confirm it at checkout.
Tell us within two months of noticing a fault, and in any event inside the guarantee period. Telling us later does not take away your guarantee; it may only affect any additional loss you claim. Write to contactus@juwelinaparis.com with your order number and clear photographs. We may ask to examine the piece before we decide, and you may be asked to send it in so that we can.
If a fault is covered, ask us to repair or replace the piece free of charge. Where the option you choose is impossible or disproportionate for us, we may provide the other instead. We pay the postage for sending a faulty piece to us. The two-year period is suspended while a piece is with us; it does not begin again.
A price reduction or cancellation of the sale is available only where repair and replacement are both impossible, where we refuse them or fail to carry them out within a reasonable time, or where the fault persists after we have tried. The sale cannot be cancelled over a minor fault.
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Within the two years you may ask us to repair or replace the piece, free of charge. If neither is possible, if it would take an unreasonably long time, or if the same fault returns after a repair, you may ask for a reduction in the price or cancel the sale and have your money back.
When a piece is faulty we pay the return postage — you do not.
If the law of your own EU or EEA country gives you stronger protection than this page describes, that protection applies. Nothing here reduces it.
If you are in the United Kingdom
You have 14 calendar days, counted from the day after your order reaches you, to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Tell us through our withdrawal form or by email, then return the piece within 14 days, complete and in the condition described above.
There is no cancellation right on pieces made or adapted to your specification or clearly personalised.
You pay return postage and bear the risk in return transit. We refund the price plus the least expensive standard delivery we offered, within 14 days of receiving the piece or proof of dispatch, whichever is earlier. We may deduct for handling beyond what is needed to examine the piece.
If a piece is faulty or not as described, you have a 30-day right to reject it for a refund under the Consumer Rights Act 2015, and a right to repair or replacement after that. Tell us promptly, with photographs. Where a piece is faulty, we pay the return postage.
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If you are outside the EU, EEA and UK
Nothing in this section applies to a consumer resident in the European Union, the EEA or the United Kingdom. If that is you, the sections above prevail, whatever address your order is shipped to.
We do not accept returns for change of mind. Please choose carefully. Write to us before ordering if you would like more photographs, measurements or detail — we are always happy to help.
If a piece arrives damaged, faulty, or is not what you ordered, we will put it right. To claim, contact us within 7 days of delivery at contactus@juwelinaparis.com with your order number, photographs of the piece and its packaging, and footage taken as you opened the parcel. We require opening footage because it is the only way to distinguish transit damage from later damage, and it is what our insurers require. Keep the packaging until the claim is settled.
Where a claim is accepted, you are responsible for return postage and for any duties or customs charges. Import duties and taxes on the original order are set by your own country's authorities and are not ours to refund.
Nothing on this page affects any right you have under the law of your own country that cannot be excluded by agreement.
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If you are not satisfied with how we handle this
Write to us first; most things are sorted quickly.
If we cannot resolve it, consumers may contact the Belgian Consumer Ombudsman Service (Consumentenombudsdienst) at consumentenombudsdienst.be, or the European Consumer Centre Belgium for cross-border disputes.
Belgian law governs our sales. If you are a consumer resident in the EU or EEA, this does not deprive you of the protection of any mandatory consumer law of your own country, and you may bring proceedings in the courts of the country where you live. In all other cases the courts of Antwerp have exclusive jurisdiction.
Who we are
DSP Group BV, trading as Juwelina Paris Beukenlaan 8, 2020 Antwerpen, Belgium Enterprise number 0790.866.635 · VAT BE 0790 866 635 contactus@juwelinaparis.com · +32 3 234 17 70 (03 234 17 70 within Belgium) Live chat on this website. We answer Monday to Friday, 9:00–17:00 CET.
Last updated: 5 August 2026