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EU Returns, Refunds & Right of Withdrawal Policy
Last Updated: [20/08/2026]
This policy applies to customers located in the European Union who purchase products from Ears Decor.
We want customers to understand their cancellation, return, and refund rights before placing an order. Different rules may apply depending on whether the jewelry is a standard ready-made product or has been customised, personalised, engraved, resized, or made specifically for the customer.
1. EU 14-Day Right of Withdrawal
For eligible standard and non-personalised products purchased online, EU customers may withdraw from their purchase within 14 days of receiving the product, without providing a reason.
To exercise this right, the customer must notify us within the 14-day withdrawal period.
This right applies only to products that are eligible for withdrawal under applicable EU consumer law.
Customer need to Share unboxing video.
2. Products Eligible for the 14-Day Withdrawal Right
The 14-day withdrawal right may apply to products such as:
· Ready-made jewelry that has not been personalised or made specifically for the customer
· Standard jewelry designs sold in their existing specifications
· Pre-set diamond jewelry sold in standard configurations
· Loose diamonds sold in standard grades or sizes without customer-specific modification
The product must be returned according to the return instructions provided by our customer service team.
3. Custom, Personalised & Made-to-Order Products
The EU right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised.
This includes, but is not limited to:
· Rings made or modified to a customer-selected size
· Engraved jewelry
· Jewelry containing names, initials, dates, messages, or other personalised details
· Bespoke or one-of-a-kind jewelry
· Custom-designed jewelry
· Made-to-order jewelry produced according to customer requirements
· Jewelry manufactured according to specific customer measurements
· Pieces created around a specific diamond or gemstone selected by the customer
· Other products created or modified specifically according to the customer’s instructions
These products are considered custom or personalised and therefore cannot be returned or cancelled under the EU 14-day right of withdrawal unless the product is faulty or otherwise subject to mandatory consumer rights.
EU Custom Product Exemption
Custom, personalised, or made-to-order items, including rings made to specific sizes, engraved pieces, or bespoke designs, are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU and cannot be returned under the withdrawal right unless faulty.
4. Customer Acknowledgment for Custom Orders
Before purchasing a custom, personalised, engraved, resized, bespoke, or made-to-order product, customers should review the product specifications carefully.
Where applicable, customers may be required to acknowledge before completing their purchase that:
“I understand that this product is custom, personalised, resized, engraved, or made to my specifications and is therefore not eligible for the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU.”
Customers are responsible for checking all submitted specifications, including ring size, engraving, selected diamond or gemstone, measurements, design requirements, and other customisation details before confirming the order.
5. How to Exercise the Right of Withdrawal
For an eligible product, customers must contact us within 14 days from the date the product is received.
Please provide:
· Customer name
· Order number
· Product details
· Date the product was received
· A clear statement that you wish to withdraw from the purchase
Contact:
Email: hello@earsdecor.com
Our customer service team will provide the applicable return instructions.
6. Returning Eligible Products
After notifying us of your withdrawal, the product must be returned according to the return instructions provided by our customer service team.
Customers should return products securely packaged and should retain proof of shipment.
Return Shipping: customer pays the return shipping cost.
Any applicable return conditions and instructions will be communicated before the return is shipped.
7. Refunds
For an eligible withdrawal, the applicable refund will be processed in accordance with EU consumer requirements after the withdrawal and return requirements have been satisfied.
Refunds will normally be made using the original payment method unless otherwise agreed.
The applicable refund processing timeline and any legally permitted deductions should be communicated to the customer as required.
8. Faulty or Incorrect Products
The custom-product withdrawal exemption does not remove any mandatory rights customers may have when a product is faulty, defective, damaged, or incorrectly supplied.
If you receive a faulty, damaged, or incorrect product, contact us promptly at hello@earsdecor.com with:
· Order number
· Description of the issue
· Photographs or other supporting information, where applicable
Our team will review the issue and provide the appropriate resolution.
9. Order Specifications and Records
For custom and made-to-order purchases, we may retain records of the specifications confirmed by the customer, including:
· Ring size
· Selected diamond or gemstone
· Engraving details
· Measurements
· Design specifications
· Customisation requests
· Relevant customer communications
These records help confirm the specifications under which the custom product was produced.
10. Important Notice Before Purchase
Please review the product description carefully before placing your order.
Products marked as:
“Custom,” “Personalised,” “Made to Order,” “Bespoke,” “Engraved,” or similar
may not qualify for the EU 14-day right of withdrawal where they are made according to your specifications or clearly personalised.
By completing an applicable custom order, you confirm that you have reviewed and approved the product specifications.
11. Contact Us
For questions regarding EU withdrawals, returns, custom orders, or refunds, please contact:
Email: hello@earsdecor.com
