Refund policy
Service & Returns
RIGHT OF WITHDRAWAL & RETURNS
As a consumer, you have a statutory right of withdrawal of fourteen days. Within this period you may withdraw from the contract without giving any reason – the full withdrawal instructions, including the model form, can be found further down this page.
To avoid being charged for any diminished value, please return the goods in their original condition where possible – unworn, with tags and in the original packaging. Inspecting the item as you would in a shop is, of course, permitted. You bear the direct cost of the return. Custom-made pieces and goods sealed for hygiene reasons are excluded from withdrawal – see “Exceptions” below.
Initiating a Return
To initiate a return, you can contact us at info@rosefinejewellery.com. Please note that returns must be sent to the following address:
Mag. Robert Mathew, MA
Fundergasse 6/2/7
1220 Vienna, AUSTRIA
If your return is accepted, we will send you instructions on how and where to send your parcel. Items sent back without a prior request cannot be accepted.
Damage and Problems
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.
Exceptions / Non-Returnable Items
The right of withdrawal and return does not apply to:
Custom-made and personalised products – jewellery with an engraving or pieces crafted to your personal wishes. These are made specifically for you and therefore cannot be taken back.
Fine Piercings and other goods sealed for hygiene reasons – once the seal has been removed after delivery, a return is excluded for reasons of health protection. As long as the seal is unopened, you may of course return a Fine Piercing within the withdrawal period.
Exchange
Returning the item you received is the fastest way to obtain the item you want. If the return is accepted, you can purchase the new item in a separate transaction.
Refunds
We will notify you once we have examined your return whether the refund has been approved. The refund is issued automatically within 10 business days to your original payment method. If more than 15 business days have passed, please contact us at info@rosefinejewellery.com.
Instructions for Exchange & Return
- Request your exchange or return via info@rosefinejewellery.com and wait for approval by email.
- Complete the return slip, stating the return number you received.
- Pack all items in the original packaging, enclose the return slip and use a suitable shipping box.
- Send the parcel back to us via a shipping method of your choice.
Return address:
Mag. Robert Mathew, MA
attn. Returns Processing
Fundergasse 6/2/7, 1220 Vienna, AUSTRIA
Statutory Right of Withdrawal
Consumers have a fourteen-day right of withdrawal.
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us (Rosé. Fine Jewellery, Fundergasse 6/2/7, 1220 Vienna, Austria, info@rosefinejewellery.com, telephone: +43 681 81295103) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory. You may also exercise your right of withdrawal online at https://www.rosefinejewellery.com/en/pages/eu-widerrufsformular via the footer. If you use this online function, we will communicate to you without delay, on a durable medium (e.g. by e-mail), an acknowledgement of receipt including information on the content of the withdrawal declaration and the date and time of its receipt. You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website https://www.rosefinejewellery.com/en/pages/eu-widerrufsformular. If you use this option, we will communicate to you without delay (e.g. by e-mail) an acknowledgement of receipt of such a withdrawal.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion of the right of withdrawal
The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery. It likewise does not apply to goods made to the customer's specifications or clearly personalised (e.g. engravings, custom-made pieces).
Model withdrawal form
(If you wish to withdraw from the contract, please fill in this form and return it.)
— To Rosé. Fine Jewellery, Fundergasse 6/2/7, 1220 Vienna, Austria, info@rosefinejewellery.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
— Ordered on (*)/received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.
Rosé. Fine Jewellery.
Maison Vienne