Returns, Exchanges and Right of Withdrawal Policy

1. Statutory 14-day right of withdrawal

If you are a consumer, you generally have the right to withdraw from your online purchase without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, physically receives the goods.

For an order containing multiple goods delivered separately, the period normally begins after receipt of the last item.

You may also withdraw before delivery.

2. How to exercise the right of withdrawal

Before the 14-day period expires, inform us clearly that you wish to withdraw by using any of the following:

• the cancellation or withdrawal function made available on the EU Store;

• email to support@japanese-melody.com; or

• the Model Withdrawal Form at the end of this policy.

A simple, unambiguous statement is sufficient. You do not have to give a reason.

Please include your order number and the products being returned so that we can process the request efficiently.

We will confirm receipt of an electronic withdrawal request.

3. Returning the goods

After notifying us of withdrawal, you must send the goods back without undue delay and no later than 14 days after the day you informed us of your withdrawal.

Return address:

Japanese Melody Returns
Metaalweg 12
5804CG Venray
The Netherlands

We recommend using a tracked and adequately insured service. You remain responsible for the return parcel until it is delivered to the return address, except where we supplied the return carrier or mandatory law provides otherwise.

Please include your order number or return reference inside the parcel. Failure to include it may delay identification and processing, but does not invalidate a validly exercised withdrawal.

4. Return shipping costs

For a change-of-mind withdrawal, you are responsible for the direct cost of returning the goods.

We cover reasonable return costs where the product arrived faulty, damaged, incorrect, or otherwise non-conforming and we request that it be returned.

5. Inspection and condition of returned goods

You may inspect the goods only as you reasonably could in a physical shop to establish their nature, characteristics, fit, and functioning.

You are responsible only for diminished value caused by handling beyond what is necessary for that inspection.

Please return the jewellery with its box, certificate, accessories, and other presentation materials where reasonably possible. Opening the packaging or certificate does not automatically remove the right of withdrawal and does not trigger a fixed fee. However, missing or damaged presentation materials, excessive handling, wear, scratches, alteration, or other damage may justify a deduction reflecting the actual reduction in value, where permitted by law.

6. Refunds

After a valid withdrawal, we will refund:

• the price paid for the returned goods; and

• where the entire order is withdrawn, the cost of our least expensive standard delivery option offered for that order.

If you selected express or another more expensive delivery method, the additional amount above the standard-delivery cost is not refundable unless mandatory law requires otherwise.

If only part of an order is returned, the original delivery charge is normally not refunded unless the charge would have been lower had you ordered only the retained items.

We will issue the refund without undue delay and no later than 14 days after being informed of the withdrawal. We may withhold the refund until we have received the goods or until you provide evidence that they have been sent back, whichever occurs first.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Your bank or payment provider may require additional time to display the credit after we have issued it.

7. Exceptions to the withdrawal right

The statutory right of withdrawal does not apply to goods made to your individual specifications or clearly personalised, including personalised engraving and expressly commissioned one-off work.

Selecting a ring from our standard size range, width range, finish, or other standard product options does not by itself make the product personalised.

The exception does not affect your rights if personalised goods are faulty, damaged, incorrect, or non-conforming.

8. Ring size exchanges

We offer a voluntary ring size-exchange service in addition to your statutory rights.

To request a size exchange:

• contact support@japanese-melody.com within 14 days after receiving the ring;

• return the ring in accordance with the instructions provided; and

• pay the cost of sending the original ring to our Venray return address.

For the first eligible ring size exchange, Japanese Melody Europe B.V. pays for one standard replacement shipment from our warehouse to your EU address.

This complimentary replacement shipment:

• applies once per order;

• applies only to ring size exchanges;

• does not apply to bracelets;

• does not cover express replacement delivery; and

• does not apply to additional size exchanges.

For any additional ring exchange, you are responsible for both the return cost and the replacement-delivery cost.

An exchange is subject to availability. If the required size is unavailable, we may offer a reasonable alternative, a wait for restock, or a refund where the legal or agreed conditions for a refund are met.

9. Bracelet size exchanges

Bracelet exchanges may be requested within 14 days after receipt, subject to availability and the condition rules above.

For a bracelet size exchange, the customer is responsible for:

• the cost of returning the original bracelet; and

• the cost of delivering the replacement bracelet.

This does not apply where the bracelet is faulty, damaged, incorrect, or non-conforming.

10. Wrong, damaged, faulty, or non-conforming goods

Contact support@japanese-melody.com as soon as reasonably possible and include:

• your order number;

• a description of the issue; and

• photographs where available and helpful.

If the product is faulty, damaged, incorrect, or non-conforming, we will provide the remedy required by law and cover reasonable return and replacement-delivery costs where a return is required.

Depending on the circumstances, the remedy may be repair, replacement, price reduction, or refund.

11. Legal guarantee

EU consumers have a legal guarantee of at least two years from delivery. National law may provide longer protection, including protection based on the reasonably expected lifespan of the product.

Our return period and voluntary exchange service do not limit the legal guarantee.

12. Gifts

Refunds are made to the original payment method. A gift recipient may contact us about an exchange, but a monetary refund will ordinarily be issued to the original purchaser.

13. Contact

support@japanese-melody.com

 

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also use the EU Store cancellation function or send any other clear statement by email.

To:

Japanese Melody Europe B.V.
Keizersgracht 520 H
1017 EK Amsterdam
The Netherlands
Email: support@japanese-melody.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Email address used for the order:

Signature of consumer(s), only if this form is submitted on paper:

Date: