1) Your EU Right of Withdrawal (14 days)

If you purchase online from JO&LYD as a consumer within the EU/EEA, you may withdraw from your contract within 14 calendar days without giving any reason. The period runs from the day you (or a person you designate) receive the goods. To exercise your right, please send us a clear statement (an email is sufficient) before the 14-day period expires. You then have another 14 days to return the goods.

We will refund all payments received from you, including the cost of our standard delivery option. We may withhold the refund until we receive the goods back or you provide proof of return shipment—whichever occurs first.

This section reflects the EU Consumer Rights framework (Directive 2011/83/EU) and official guidance on guarantees and returns.

2) How to Return (RMA process)

1. Notify us within 14 days: email contact@jolyd.com with your order number and items you wish to return, or use the Model Withdrawal Form.
2. Prepare the parcel: include original packaging, certificates, tags/seals, care kit.
3. Ship back within 14 days of your notice, using tracked & insured courier to the address below.

Return shipping costs are borne by the customer unless the item is faulty or not as described. You may also request a prepaid label if available for your country (the amount will be deducted from the refund unless the item is faulty).

3) Exclusions & Hygiene-Sealed Items

• Custom / personalized pieces (e.g., engraving, special sizing, made-to-order) are generally not eligible for withdrawal, unless faulty.
• Earrings / pierced jewelry sealed for hygiene reasons are eligible for return only if the hygiene seal/tamper tag remains intact. Once unsealed, they are non-returnable unless faulty.
• Editorial/VIP loans follow the JO&LYD Loan Terms and are not sales; please see our loan policy.

4) Refunds (timing, delivery costs, currency)

• Timing: within 14 days from your withdrawal notice; we may wait until goods are received or proof of return is provided.
• Delivery costs: we refund at least our standard outbound delivery cost (premium/express upgrades are non-refundable).
• Currency & method: refunds are issued to the original payment method in the original currency. Any exchange-rate differences or bank fees lie with your bank/issuer.

5) Faulty or Not-as-Described (Legal Guarantee)

If an item is faulty, damaged on arrival, or not as described, contact us immediately. Your statutory rights under EU law include the right to repair, replacement, or refund. This legal guarantee (typically up to two years) is separate from—and in addition to—your 14-day withdrawal right.

6) Condition, Deductions & Care

You may handle the jewelry only as necessary to establish its nature, characteristics, and functioning (as you would in a boutique). We may deduct any loss in value resulting from handling beyond this standard. Please return all components (box, pouches, certificates, tags/seals) in original condition.

7) Complaints & Out-of-Court Resolution (EU)

We aim to resolve any issue directly at contact@jolyd.com. If you are an EU consumer and wish to seek out-of-court help, you can find your national dispute-resolution body via the European Commission’s portal “Resolve your consumer complaint”.

8) Contact & Returns Address

Annex — Model Withdrawal Form (EU)

Governing law: Sweden. This policy does not affect your statutory rights under EU consumer law.