CANCELLATION AND REFUND POLICY

Cancellation, Returns & Refund Policy

Warranty

Unless otherwise stated, all Reorah products are covered by a 14-day manufacturer's warranty against manufacturing defects.

To ensure your warranty remains valid, please inspect your order upon delivery. If your package arrives damaged, do not accept the shipment. Please ask the courier to issue a damage report and contact us immediately.

The warranty does not cover:

  • Damage caused by misuse, accidents, improper care, or normal wear and tear.

  • Products that have been altered, repaired, resized, or modified by anyone other than Reorah.

  • Damage resulting from opening or tampering with the product beyond normal use.

  • Natural fading, scratches, tarnishing, or cosmetic changes caused by daily wear.

  • Allergic reactions or skin sensitivities. As individual skin chemistry varies, we cannot guarantee compatibility with all skin types.

Returns & Refunds

Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact us within 48 hours of delivery and include clear photographs of:

  • The product

  • The packaging

  • The shipping label

After reviewing your request, we will determine whether the item is eligible for a replacement, refund, reshipment, or another appropriate solution.

Standard Returns

We gladly accept returns only from customers residing in European Union (EU) countries, in accordance with applicable consumer protection laws.

To qualify for a return:

  • Contact us within 14 days of receiving your order.

  • Ship the item back within 21 days of delivery.

Returns are not accepted for customers outside the European Union unless the item arrives defective or damaged.

Non-Returnable Items

For hygiene and customization reasons, the following products cannot be returned or exchanged unless they arrive damaged or defective:

  • Earrings

  • Piercings

  • Ear cuffs

  • Personalized or custom-made products

  • Customized jewelry

  • Special design silver collection pieces

Return Conditions

Returned items must:

  • Be unworn and unused.

  • Be in their original condition.

  • Include the original Reorah jewelry box, packaging, cards, and accessories.

  • Be accompanied by the original invoice.

Returns that do not meet these conditions may be refused.

If a returned item shows signs of use, damage, or is not returned in its original condition, the customer will be responsible for any loss in value.

Return Shipping Costs

Unless the return is due to our error or a manufacturing defect:

  • Customers are responsible for all return shipping costs.

  • Customers are responsible for any customs duties, taxes, VAT, or import fees.

  • Original shipping charges are non-refundable.

  • Any customs charges or shipping expenses incurred during the original shipment are non-refundable.

If a customer refuses delivery or fails to pay customs or import fees, the order will not be eligible for a refund.

Refund Process

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method. Processing times may vary depending on your payment provider.

Shipping fees, customs charges, duties, and taxes are not refundable unless required by applicable law.

Exchanges

We currently do not offer exchanges.

If you would like a different item, please return your eligible product (if applicable) and place a new order.

Hygiene Policy

For health and hygiene reasons, all returned jewelry is inspected before processing.

Items that have been worn, used, or do not comply with our return conditions cannot be accepted.

Contact Us

If you have any questions regarding returns, refunds, or warranty claims, please contact our customer support team before sending your item back.

We're always happy to help.