RETURNS & REFUNDS

RETURNS & REFUNDS POLICY

Website: www.boutiquesdelpontevecchio.com
Last Updated: 29/01/2026

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 EU Directive 2011/83, customers residing in the European Union have the right to withdraw from the purchase agreement within 14 calendar days from the date of physical receipt of the product.

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 following items are final sale and cannot be returned or exchanged, unless proven defective upon arrival:

Customized or Bespoke Products: Items made to your specific requirements, designs, or non-standard measurements.
Engraved Items: Any jewelry that has been engraved with initials, dates, or messages.
Altered Items: Products that have been resized or modified by a third-party jeweler.

Article 5 - How to Initiate a Return

Contact Us: Email service@boutiquesdelpontevecchio.com within 14 days of receiving your order. Include your Order Number and reason for return.
Wait for Authorization (RMA): We will review your request. If eligible, we will provide a Return Merchandise Authorization (RMA) number and shipping instructions.
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.

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 (approx. €20-€40) 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.