RETURNS & REFUNDS POLICY

Website: www.boutiquesdelpontevecchio.com
Last Updated: 24/06/2026

Article 1 - Introduction

At Boutiques del Ponte Vecchio, we are committed to ensuring your complete satisfaction with every jewel purchased. We understand that purchasing fine jewelry online requires trust, and we want you to feel confident in your decision.

This Returns & Refunds Policy outlines your rights and our procedures regarding the return of products. This Policy forms an integral part of our General Terms and Conditions of Sale.

2.1. European Union Customers

In accordance with Directive 2011/83/EU and applicable consumer protection laws, customers residing in the European Union have the legal right to withdraw from the purchase contract within 14 calendar days from the day on which they, or a third party designated by them, acquire physical possession of the goods, without providing any reason.

If the last day of the withdrawal period falls on a weekend or public holiday, the period shall automatically extend to the next working day.

To exercise the right of withdrawal, you must notify us before the expiry of the withdrawal period by sending an email to service@boutiquesdelpontevecchio.com stating your intention to withdraw from the purchase.

2.2. International Customers (Non-EU)

To ensure a consistent high-level experience, we voluntarily extend a return privilege to our international customers (including USA, UK, Switzerland, etc.). You may request a return for a refund within 14 calendar days from the date of delivery.

To be eligible for a return and refund, the following conditions must be met without exception:

The Security Tag: Every jewel is delivered with a disposable security tag/seal attached. Do not remove this tag until you are certain you wish to keep the item. If the security tag is removed, broken, or tampered with, the return will not be accepted, and the item will be returned to you at your expense.
Condition: The product must be returned in its original, unworn, unused, and pristine condition. It must show no signs of wear, scratches, resizing, or alteration.
Completeness: The product must be returned with all original packaging, including the luxury box, outer box, travel pouch, warranty card, gemological certificates (if any), and any other accessories provided.
Timing: The return request must be initiated within 14 days of delivery, and the package must be handed over to the courier within 7 days of receiving our Return Authorization.

The right of withdrawal and/or return does not apply, except where required by applicable law, to:

• Customized or bespoke products manufactured according to the customer's specifications;

• Jewelry engraved with names, initials, dates, messages or other personalized content;

• Products altered, resized or modified at the customer's request;

• Any other category of goods excluded from withdrawal rights under applicable consumer protection legislation.

Article 5 - How to Initiate a Return

Contact Us:
Customers may initiate a return request by contacting service@boutiquesdelpontevecchio.com and providing their order number and the reason for return.

Where available, customers may also submit a return request through their customer account area or through the field "Make a Return" in our footer.
Wait for Authorization (RMA):
We will review your request. If eligible, we will provide a Return Merchandise Authorization (RMA) number and shipping instructions.

Returned items must comply with all eligibility requirements set out in Article 3 of this Policy.
Pack Securely: Place the item (with security tag intact) and all documents inside the original box. Security Warning: Do not write words like "Jewelry", "Gold", or "Diamonds" on the outside of the box. Label it simply as addressed to "BPV Srl" or as instructed in the RMA email.

Article 5B – Order Cancellation

Orders may be cancelled free of charge at any time before they have been dispatched.

Once an order has been shipped, it can no longer be cancelled. Customers residing in the European Union may still exercise their statutory right of withdrawal in accordance with Article 2.1, while international customers may request a return under the conditions described in this Policy.

6.1. Managed Return Service (Highly Recommended)

We offer a Managed Return Service where we provide a prepaid, fully insured shipping label (via DHL, UPS, or Ferrari Group).

EU Customers: A flat return shipping fee will be deducted from your refund.
Non-EU Customers (USA/World): A fee covering the return shipping plus re-importation customs fees will be deducted from your refund. The specific amount will be communicated at the time of the RMA request. This is the safest method to avoid delays.

6.2. Self-Shipping

If you choose to use your own carrier:

You are responsible for full shipping costs and must insure the package for its full value.
You are liable for any loss or damage during transit.
You must handle all export/import customs documentation. If the package is blocked at Italian customs due to errors, or if we are charged duties to receive it, these costs will be deducted from your refund.

Once received at our Florence headquarters, the jewel undergoes a rigorous quality inspection (2-3 business days).

Processing: Approved refunds are issued to the original payment method within 14 days of acceptance.
Refund Amount (Non-EU): For international orders originally shipped DDP (Delivered Duty Paid), the refund will cover the product price minus non-recoverable customs duties/taxes we paid for the original delivery and any return fees mentioned in Section 6.
Currency Fluctuations: Refunds are processed in the currency of the original purchase. We are not responsible for differences in the final amount caused by exchange rate fluctuations or bank fees applied by your card issuer.

If you received the item as a gift, the refund can only be issued to the original purchaser and to the original payment method. We cannot offer cash refunds or store credit to gift recipients at this time.

If you receive a damaged or incorrect product, contact us within 48 hours of delivery with photos. In case of a verified manufacturing defect, we will cover all return shipping costs and offer a free repair, replacement, or full refund.