The customer has a period of fourteen calendar days from the date of receipt of the product to exchange or return the item received, provided that the product is in perfect condition, without having been used and without the original label having been removed from the piece or manipulated.
We do not accept returns of items that include personalisation:
- Jewellery engraved with letters, names or dates at the customer's request, such as wedding rings, rings, bracelets, medals, pendants.
- Jewellery made to measure at the customer's request.
If you wish to return your purchase or part of your purchase, you must request the return by email to info@ortegajoyas.com indicating the number of the purchase invoice and the reason for the return.
Once the return request has been accepted, the customer will receive an email with the procedure to follow and the address to which the product should be sent.
The product will be returned to ORTEGA in its original packaging, including inside the package the purchase invoice and the corresponding guarantee certificate.
After receiving and checking the condition of the returned product, you will be informed by email of the approval of your return. The amount of the purchase will be refunded in the same way in which the payment was made, the refund being effective within 6 to 14 working days after receipt of the article.
The return shipping costs are to be paid by the customer.
ORTEGA is not responsible for any loss that the product may suffer during the return shipment by the customer.
In the event that the return is not made with the original delivery packaging, a cost of 7 € will be charged to the customer. This amount will be deducted from the amount to be refunded to the customer, previously informing them of this through the same communication channel used.