Refund policy
Right of withdrawal
For purchases made online, the customer generally has 14 consecutive days after receiving the order to communicate the decision to return the products, without needing to give a reason, except in the cases provided for by law.
To start a return, contact us through the Contact page and provide:
- Name used for the order
- Order number
- Product you wish to return
- Reason for the return, optional in cases involving the right of withdrawal and required when the request concerns damage, a defect or an incorrect item
After receiving the instructions, the product must be sent within the applicable legal period. Do not send a return without contacting us first.
Return conditions
The item must be returned:
- Without signs of use beyond what is necessary to check its characteristics
- Without damage caused by improper use
- With all components and accessories received
- Properly protected to prevent damage during transport
- Accompanied by proof of purchase
The customer may be responsible for any reduction in the value of the item when it has been handled beyond what is necessary to establish its nature and characteristics.
Return costs
For returns due to a change of mind, return shipping costs are borne by the customer, unless otherwise stated by Silva Jóias.
If the product received is damaged, non-compliant or does not correspond to the item ordered, the costs will be borne by Silva Jóias after verification and approval by the after-sales service, in accordance with the applicable law.
We recommend using a tracked shipping method. Silva Jóias cannot be held responsible for returns lost before they are received.
Refunds
After receiving and inspecting the returned items, we will inform you of the outcome of our assessment.
When a refund is approved, it will be issued through the original payment method, unless otherwise agreed.
When exercising the right of withdrawal, the refund includes the product price and the cost of the standard delivery method initially offered. Additional costs resulting from choosing a more expensive delivery method are not refundable.
The refund will be issued within the legal period and may be withheld until we receive the returned products or the customer provides proof that they have been sent.
The time needed for the amount to appear in the account may vary depending on the bank or payment provider.
Exchanges
If you wish to exchange an item for another size or product, contact us. Exchanges are subject to stock availability.
When a direct exchange is not possible, you may need to return the item and place a new order.
Personalised items
The right of withdrawal may not apply to items made to the customer's specifications or clearly personalised, as provided by law.
Where applicable, this exception will be stated on the product page before purchase.
Incorrect, damaged or defective products
Please check your order upon receipt. If you receive an incorrect, damaged or potentially defective item, contact us as soon as possible and send photographs of the item and its packaging.
This recommendation does not limit the consumer's statutory rights.
In Portugal, movable consumer goods generally have a three-year statutory guarantee, without prejudice to the conditions and rights established by applicable law. Information from the Portuguese Directorate-General for Consumer Affairs.
Cancellation before dispatch
If you wish to cancel or change an order, contact us as soon as possible.
Once the order is being prepared or has been dispatched, changes may no longer be possible. In that case, the return rules will apply.
Contact
To start a return or ask any questions, please use our Contact page.
Before shipping, we will provide instructions and the correct return address.