Refund Policy
REFUND AND RETURNS POLICY
Last updated: September 2026
1. Right of withdrawal
For distance purchases, consumers generally have 14 calendar days from receipt of the order to inform Crisattelier of their decision to withdraw from the purchase without having to give a reason.
This right is subject to the conditions and exceptions established by applicable legislation.
2. Personalised products
The right of withdrawal does not apply to items made according to the customer's specifications or clearly personalised, in accordance with the exceptions established by consumer protection legislation.
This includes, among other cases, jewellery created specifically from a photograph, story, design, measurements or particular specifications provided by the customer.
Before making a personalised piece, Crisattelier will confirm its characteristics and, where applicable, its price with the customer.
3. How to request a return
To exercise the right of withdrawal where applicable, the customer must notify Crisattelier within 14 calendar days of receiving the product.
The request should be sent to:
Please include:
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Customer's name
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Order number
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Product to be returned
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Date the order was received
Once the request has been received, Crisattelier will provide instructions for returning the product.
4. Condition of returned products
To exercise the right of withdrawal, the product must be returned in an appropriate condition and must not have been used beyond what is necessary to establish its nature, characteristics and functioning.
Whenever possible, the product should be returned with its original packaging and presentation.
The customer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
5. Return costs
Unless the product is faulty, does not conform to the order or an error has been made by Crisattelier, the direct cost of returning the product will be borne by the customer.
6. Refunds
Once the returned product has been received and the applicable conditions have been checked, Crisattelier will refund the amounts legally due.
The refund will be made using the same payment method used for the original purchase, unless another method has been expressly agreed.
Where legally applicable, the refund will also include the standard delivery costs initially paid by the customer.
7. Faulty or incorrect products
If the customer receives a faulty or damaged product, or a product different from the one ordered, they should contact Crisattelier as soon as possible at:
The customer may be asked to provide information about the issue and, where necessary, photographs of the product and packaging.
In these cases, Crisattelier will meet the obligations and costs applicable under current legislation.
8. Legal guarantee
All products are covered by the legal guarantee of conformity established by applicable legislation.
This legal guarantee is independent of the right of withdrawal and does not limit any rights granted to consumers by law.
9. Unique pieces and handmade variations
Small differences in texture, shape, colour or finish that are characteristic of handmade production are not considered defects when they form part of the characteristics described for the product.
Every Crisattelier piece is made with care and may have small individual characteristics that form part of its handmade nature.
10. Contact
For any questions regarding returns, refunds or products received, please contact: