Refund policy

RETURNS, REFUNDS & RIGHT OF WITHDRAWAL

 

We aim to respond to all enquiries within 72 hours, excluding weekends and public holidays.
Contact: studio@constanzabalmaseda.com
Business location: Madrid, Spain


Inspection Upon Delivery

Upon receiving your order, we recommend that you carefully inspect the item to verify its condition and conformity.

If you detect any defect, damage, or discrepancy, please contact us as soon as possible and no later than 7 calendar days from receipt.

This notification period applies exclusively to defects or faults and does not limit your statutory right of withdrawal.


Returns & Exchanges for Defective Items

If an item presents a defect or fault:

  • You may request a return with full refund, including original shipping costs, or
  • An exchange for the same item in perfect condition, at no additional cost.

For defective or incorrect items, you must notify us within 7 calendar days of receipt, providing clear photographs of the issue, and return the item within 15 calendar days.

Note: Scratches, patina, oxidation, and surface changes resulting from normal use, ageing, or wear are not considered defects.


Right of Withdrawal (Non-Personalised Items Only)

In accordance with European consumer protection law, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the product, without providing any reason and without penalty.

Important limitation

The right of withdrawal applies exclusively to products purchased as they are.
Customised, personalised, or bespoke products are not eligible for withdrawal, return, or refund, unless defective.


How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must notify us of your decision through a clear and unequivocal statement, by email:

Email: studio@constanzabalmaseda.com

Return shipping costs in cases of withdrawal are borne by the customer and must comply with the conditions set out in the Return Shipping section below.


Exclusions from Returns, Exchanges & Withdrawal

For legal, hygiene, and product-specific reasons, returns, exchanges, or withdrawal are not accepted, except in cases of defect or fault, in the following situations:

  • Custom-made or personalised jewellery, manufactured according to the client’s specifications.
  • Products whose protective seal, packaging, or wrapping has been opened, where applicable.
  • Items showing signs of use or handling beyond what is necessary to assess their nature, characteristics, and proper functioning.

In cases of withdrawal, the customer is responsible for any diminished value resulting from improper handling.


Gifts

If an item was purchased as a gift, the right of withdrawal remains with the original purchaser.

Only non-customised items are eligible for return.
If you wish to modify or personalise a gifted item, we will be happy to provide a quotation for the service.


Return Procedure

To initiate a return, exchange, or withdrawal, please contact us by email:

Email: studio@constanzabalmaseda.com

Please include:

  • Your order number
  • The reason for the request (return, exchange, or withdrawal). For defects, please provide photographs or videos.
  • Proof of purchase (invoice or order confirmation)

All returned items must:

  • Be sent in their original packaging
  • Be properly protected and packed, especially if multiple items are returned
  • Include a copy of the invoice or proof of purchase

Returns sent without prior contact may not be accepted.


Refunds

Once your return has been received and inspected, we will notify you by email.

If approved, the refund will be issued to the original method of payment within 14 calendar days from receipt of the returned item.

Shipping and return costs will only be refunded in cases of:

  • Defective items
  • Incorrect items shipped
    In all other cases, return shipping costs are the responsibility of the customer.


Return Shipping

Returned items are shipped at the customer’s risk and expense until received by us.
All returns must be sent using certified, trackable, and insured shipping.

If a return is sent without certification and insurance, the customer assumes full responsibility for any loss, damage, or non-receipt during transit. In such cases, no refund or exchange can be issued.

The customer must retain proof of shipment until the return has been confirmed as received.