Refund policy

1. INTRODUCTION

Megelea SA designs and manufactures each piece of jewellery to order in our Swiss ateliers. We take pride in the craftsmanship and quality of our creations.

For the purposes of this policy, "confirmed specifications" refers to the details stated in your written order confirmation.

This policy explains our returns process and warranty coverage, and outlines when you may request a repair, replacement or refund. It forms part of our Terms of Service. Nothing in this policy affects mandatory rights you may have under Swiss consumer protection law.

2. FINAL SALE POLICY

Because each piece is custom-made or produced to order, all sales are final.

Once your order has been confirmed and production has begun, cancellation, return or exchange is not possible for change of mind, personal preference or incorrect size selection.

Deposits, design fees and customization charges are non-refundable.

This policy applies to all items without exception. Returns are not accepted except in the case of confirmed manufacturing defects as defined below.

Incorrect size selection at checkout is not considered a manufacturing defect and does not qualify for return or refund. We provide detailed size guides and offer consultation services to help you select the correct size before ordering.

3. TWO-YEAR WARRANTY

We warrant that our pieces are free from manufacturing defects for two (2) years from the date of delivery.

A warranty claim must be submitted within two (2) years of delivery, and the defect must have arisen during normal use within that period.

This warranty applies only to the original purchaser and is non-transferable. Proof of purchase is required for all warranty claims.

This warranty is not an insurance policy. We recommend obtaining separate jewellery insurance to cover loss, theft and accidental damage.

3.1 What Is Covered

Manufacturing defects include:

  • Loose, missing or incorrectly set stones resulting from workmanship
  • Defective prongs, clasps or closures due to manufacturing fault
  • Incorrect metal type, purity or finish compared to the confirmed specifications
  • Incorrect size, dimensions or weight that materially differ from the confirmed specifications
  • Engraving errors attributable to our production
  • Structural flaws that impair normal wearability under intended use
  • Defects in material or workmanship that become apparent under normal use

Gemstone Variations: Minor natural variations in gemstone color, clarity or inclusions are inherent to natural stones and do not constitute defects. However, if a gemstone's quality or characteristics materially and substantially differ from the specific description or grading provided in the confirmed specifications, this may be covered. Photographic representations on our website are for illustrative purposes; actual gemstones may vary slightly.

3.2 What Is Not Covered

This warranty does not cover:

  • Normal wear and tear, including scratches, dents, bent or misshapen bands
  • Changes in metal finish or natural patina development
  • Stone loss, cracks or damage resulting from impact, pressure or external force
  • Loss, theft or mysterious disappearance
  • Accidental damage, misuse, abuse or improper storage
  • Damage resulting from resizing, modification or repair by anyone other than Megelea SA or an authorized jeweller
  • Exposure to chemicals, cosmetics, chlorine or harsh cleaning agents
  • Engravings or customization performed after purchase
  • Incorrect size selection by the customer at the time of ordering

4. REPORTING AN ISSUE

4.1 Issues Upon Delivery (14-Day Window)

If your piece shows a material deviation from the confirmed specifications or arrives damaged, you must contact us within 14 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photographs showing the issue

Important: Claims must be filed before the item is worn, altered, resized or otherwise modified (whether by you or a third party). We reserve the right to decline claims if the item shows signs of use, wear or modification after delivery, as this may prevent accurate assessment of the original condition.

4.2 Shipping Damage (48-Hour Notice)

Please inspect your jewellery immediately upon delivery.

If the packaging appears damaged or the item shows signs of shipping damage:

  • Note the damage with the carrier at the time of delivery
  • Contact us within 48 hours with photographs of the damage and packaging
  • Retain all packaging materials

We will file an insurance claim with the carrier and arrange for repair, replacement or refund as appropriate. Resolution typically takes 10–21 business days.

4.3 Manufacturing Defects (Within 2 Years)

If a manufacturing defect develops during normal use, please contact us promptly with:

  • Proof of purchase
  • Photographs clearly showing the defect
  • A description of when and how the issue occurred

5. INSPECTION & AUTHORIZATION

Please wait for our authorization before returning any item.

We may request that the piece be sent to us for inspection. We will provide packing instructions and, where applicable, a prepaid insured return label.

Items returned without prior authorization will not be accepted and will be returned to sender at your expense.

Once received, we will examine the item and notify you of our decision within 5 business days. Our determination following inspection shall be final and binding.

6. REMEDIES

If a manufacturing defect is confirmed, we will, at our sole discretion:

  • Repair the piece (typically 2–4 weeks); or
  • Replace the piece with an identical or comparable item (subject to production timeline); or
  • Refund the full purchase price if repair or replacement is not possible.

We will keep you informed throughout the process and provide estimated timelines for completion.

No other remedies are available beyond those stated above.

7. SHIPPING COSTS

For confirmed manufacturing defects and approved warranty repairs, we will cover the cost of insured return shipping and the shipment of the repaired or replaced item back to you.

For items returned due to shipping damage, we will cover all shipping costs once the insurance claim is approved.

8. CONDITIONS FOR RETURNS

  • All original packaging, certificates, appraisals and accessories must be included with any authorized return
  • You are responsible for the item until we receive it; we recommend using insured, traceable shipping if we do not provide a prepaid label
  • We reserve the right to refuse repair or replacement for items showing signs of excessive wear, misuse or damage not attributable to a manufacturing defect

9. LIMITATION OF WARRANTY

Except as expressly stated in this policy, we make no other warranties, express or implied, including warranties of merchantability or fitness for a particular purpose, to the maximum extent permitted by law.

Our total liability under this warranty shall not exceed the purchase price paid for the item. We are not liable for incidental or consequential damages.

10. SWISS LAW & STATUTORY RIGHTS

Swiss law does not provide a general right of withdrawal for online purchases.

This policy does not affect any mandatory rights you may have under Swiss law, including the statutory two-year warranty for defective goods, or under mandatory consumer protection laws in your country of residence.

11. QUESTIONS?

For questions regarding returns, repairs or warranty claims, please contact us here.