Terms & Conditions

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

IMPORTANT INFORMATION FOR CUSTOMERS

Summary of Key Points
(This summary is for informational purposes only and does not form part of the binding Terms. In case of conflict, the full Terms prevail.)

Contract Formation: The contract is concluded when you receive our order confirmation email.
Prices: Include VAT for EU destinations; include all customs duties for non-EU destinations (DDP model). Shipping is free for orders over €500.
Delivery: 3-5 working days for EU; 4-7 days for USA; up to 10 days for other destinations (estimates only).
Right of Withdrawal (EU Customers): 14 days from receipt to notify us; 14 more days to return the product at your expense. Not applicable to customised/personalised items.
Legal Guarantee: 24 months for defects existing at delivery. Report defects within 2 months of discovery.
Customer Service: service@boutiquesdelpontevecchio.com – response within 24 hours.
Governing Law: Italian law, with mandatory consumer protections of your country of residence where applicable.

For questions or assistance, please contact us at service@boutiquesdelpontevecchio.com.

Thank you for choosing Boutiques del Ponte Vecchio.

Article 1 – The Company

The website www.boutiquesdelpontevecchio.com (hereinafter, the "Website") is owned and operated by BOUTIQUES DEL PONTE VECCHIO SRL, a company duly incorporated under Italian law, with registered office at Via Adolfo Bartoli 1, 50135 Florence (FI), Italy, VAT number 07495480480, REA FI-707311, customer service email: service@boutiquesdelpontevecchio.com (hereinafter, the "Seller").

The Seller carries out activities relating to precious goods pursuant to Article 127 of Italian Legislative Decree 773/1931 (TULPS) and holds all required authorisations for the sale of jewellery and precious metals.

These General Terms and Conditions of Sale (hereinafter, the "Terms") govern all sales contracts concluded through the Website between the Seller and any person qualifying as a consumer pursuant to applicable consumer protection legislation, in particular Directive (EU) 2011/83 and Italian Legislative Decree 206/2005 (Consumer Code).

By placing an Order on the Website, the Customer expressly declares and warrants that: (a) they have reached the age of majority under the law of their country of residence; (b) they are acting as a consumer for purposes unrelated to any trade, business, craft or profession; (c) they have carefully read, fully understood and unconditionally accepted these Terms; (d) they have received all mandatory pre-contractual information required by applicable law; (e) the billing and delivery information provided is accurate, complete and up to date.

Any general conditions or terms proposed by the Customer shall not apply and are expressly rejected, even if not expressly objected to by the Seller.

These Terms are available in English. Where the Customer's country of residence provides for mandatory consumer protection provisions more favourable than those set forth herein, such provisions shall apply and shall prevail over any conflicting clause contained in these Terms.

For the purposes of these Terms, the following definitions shall apply:

"Customer" means any natural person who, acting as a consumer, purchases one or more Products through the Website for purposes unrelated to any commercial, business, craft or professional activity.

"Order" means the binding purchase proposal submitted by the Customer through the Website in accordance with the procedures set forth herein, which becomes a sales contract upon acceptance by the Seller as specified in Article 6.

"Product" or "Products" means the jewellery items, including but not limited to rings, necklaces, bracelets, earrings and pendants made of precious metals (primarily 18-karat and 9-karat gold) and featuring precious stones (including diamonds, sapphires, emeralds and other gemstones), offered for sale on the Website.

"Product Sheet" means the dedicated section of the Website describing each individual Product, containing technical specifications, images, materials, dimensions, weight, price and any other relevant information.

"Consumer Code" means Italian Legislative Decree No. 206 of 6 September 2005, as subsequently amended and supplemented, implementing EU consumer protection directives.

"EU Consumer" means a Customer who is habitually resident in a Member State of the European Union at the time of placing the Order.

"Personal Data" has the meaning ascribed to it by Regulation (EU) 2016/679 (General Data Protection Regulation, "GDPR") and applicable national privacy legislation.

"Working Days" means Monday to Friday, excluding public holidays observed in Italy or in the country of destination.

The Seller operates as an online jewellery boutique specialising in fine jewellery crafted from 18-karat gold (750‰ fineness) and 9-karat gold (375‰ fineness), as well as jewellery featuring precious stones including diamonds, sapphires, emeralds and other certified gemstones.

The Seller collaborates with a selected network of artisan goldsmiths and jewellery workshops located primarily in Tuscany, Italy, including the renowned goldsmithing districts of Florence and Arezzo and the Ponte Vecchio boutiques. Many of these craftsmen also supply prestigious physical boutiques on the Ponte Vecchio in Florence, ensuring the highest standards of quality and authenticity.

The majority of Products are available for immediate shipment or can be procured from partner workshops within a short timeframe. In certain cases involving customised specifications or particular designs, procurement may require additional time, in which case the Customer will be informed prior to finalisation of the contract as specified in Article 10.

Quality control, final inspection and packaging of the Products may take place either at the partner workshop or at the Seller's registered office, where Products may be temporarily stored for the time strictly necessary for verification and preparation for shipment.

Access to the Website and its e-commerce functionalities requires an internet connection and compatible devices (computer, tablet, smartphone), which remain under the exclusive responsibility and at the expense of the Customer.

The Seller does not guarantee uninterrupted or error-free access to the Website and shall not be liable for temporary unavailability due to maintenance, technical issues or circumstances beyond its reasonable control.The Customer may complete a purchase either as a guest or by creating a personal account. Registration requires the provision of accurate, truthful and complete information

The Customer who creates an account must select secure credentials (username and password) and is solely responsible for maintaining their confidentiality. The Customer shall be liable for all activities conducted through their account and undertakes to notify the Seller immediately of any suspected unauthorised access or security breach.

The creation of an account, or the use of guest checkout, constitutes explicit acceptance of these Terms, as well as of the Privacy Policy and Cookie Policy published on the Website, which the Customer acknowledges having read and understood.The Seller reserves the right to suspend or terminate any account in case of: (a) violation of these Terms; (b) provision of false or misleading information; (c) fraudulent or suspicious activity; (d) breach of applicable laws or regulations.

Article 6 – Contract Formation and Order Confirmation

The information, images, descriptions and prices displayed on the Website do not constitute a binding offer by the Seller, but rather an invitation to the Customer to submit a purchase proposal (invitatio ad offerendum).

The purchase process consists of the following sequential steps:

Step 1 – Product Selection: The Customer browses the Website, selects one or more Products and adds them to the virtual shopping cart. At this stage, no contractual obligation arises.

Step 2 – Checkout Initiation: The Customer proceeds to checkout and provides or confirms billing and delivery information, including full name, complete address, telephone number and email address.

Step 3 – Order Summary: The Customer is presented with a comprehensive summary page displaying: (i) detailed description of each Product ordered; (ii) individual and total prices; (iii) applicable taxes; (iv) shipping costs, if any; (v) clear indication that, for deliveries to destinations outside the European Union, all customs duties and import taxes are included in the total price and borne by the Seller; (vi) estimated delivery timeframe; (vii) a link to these Terms, the Privacy Policy and the right of withdrawal (where applicable).

Step 4 – Payment Method Selection: The Customer selects their preferred payment method among those offered by the Seller and accepts the specific conditions of the chosen payment provider.

Step 5 – Final Confirmation: The Customer explicitly confirms that the information provided is correct and that they have read and accepted these Terms by ticking the relevant checkboxes. By clicking the final "Place Order" or equivalent button, the Customer submits a binding purchase proposal and irrevocably undertakes to pay the indicated price according to the selected payment method.

Contract Conclusion: The sales contract is deemed concluded and becomes binding for both parties only when the Seller sends the Customer an order confirmation email to the email address provided. This email shall contain: (a) a unique Order identification number; (b) the essential characteristics of the Products purchased; (c) the total price inclusive of all charges; (d) the estimated delivery timeframe; (e) instructions for exercising the right of withdrawal, where applicable; (f) a copy of or link to these Terms.

The Seller reserves the right to refuse or cancel any Order, prior to shipment and with full refund of any amount paid, in the following circumstances:

Orders placed by Customers who are subject to ongoing disputes with the Seller or who have previously violated these Terms;
Orders for which payment authorisation has been declined by the relevant financial institution or payment processor;
Orders that appear fraudulent, suspicious or abnormal based on objective criteria such as unusual delivery addresses, mismatched billing information, or quantities inconsistent with personal consumer use;
Products that, following the Order confirmation, prove to be unavailable and the Customer does not accept the alternatives proposed pursuant to Article 10;
Manifest and recognisable errors in pricing, Product descriptions or other essential information caused by typographical mistakes, system malfunctions or technical errors.

In case of Order cancellation pursuant to this Article, the Seller shall promptly notify the Customer via email and shall refund any amount already paid within seven Working Days using the same payment method originally used by the Customer, without any additional obligation or liability beyond the refund itself.

6-bis:

Errors, Inaccuracies and Omissions
Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the Service is inaccurate at any time without prior notice (including after you have submitted your order). If we cancel an order due to a pricing error, we will refund the full amount paid.

All prices displayed on the Website are expressed in Euro (EUR) and, for certain geographic regions, in United States Dollars (USD), depending on the Customer's browsing settings, location and currency selection preferences. Prices may be updated at any time without prior notice, but any change shall not affect Orders already confirmed by the Seller.

European Union Deliveries: For Customers whose delivery address is located within a Member State of the European Union, the prices displayed on the Website include Value Added Tax (VAT) at the rate applicable in Italy. The Customer acknowledges that VAT rates may vary between EU Member States and that, where applicable, the Seller applies the VAT regime provided for distance sales of goods under EU law.

Extra-European Union Deliveries: For Customers whose delivery address is located outside the European Union, including but not limited to the United States of America, Switzerland, United Arab Emirates, Philippines and other third countries, the prices displayed on the Website do not include EU VAT but do include all customs duties, import taxes, excise duties and any other charges levied by the customs authorities of the destination country.

The Seller operates according to a Delivered Duty Paid (DDP) model for extra-EU destinations, meaning that the total price paid by the Customer at checkout is comprehensive and final. The Customer shall not be required to pay any additional amounts to the courier or customs authorities at the time of delivery, except in the following limited circumstances attributable to the Customer's own conduct:

Refusal to accept delivery without valid reason, resulting in return of the shipment and re-importation charges;
Provision of incomplete, inaccurate or false customs documentation, where cooperation of the Customer is required by local regulations;
Failure to comply with specific import requirements applicable to the Customer under local law;
Changes to customs classification or valuation resulting from misrepresentation by the Customer regarding the nature or value of the goods.

The Seller calculates customs duties and import taxes based on information available at the time of Order placement. In the event of changes to customs tariffs, exchange rates or import regulations occurring between Order placement and actual importation, the Seller shall bear any increase in costs without passing such increase to the Customer, unless such changes are due to incorrect information provided by the Customer.

Shipping Costs: Shipping costs, where applicable, are calculated automatically during the checkout process based on the delivery destination and the total value of the Order. The Website clearly indicates whether shipping is free of charge or subject to a fee before the Customer finalises the Order. As of the date of these Terms, the Seller offers free shipping for Orders with a total value equal to or exceeding five hundred Euro (EUR 500.00) or the equivalent in other currencies. All shipments, whether subject to charge or free of charge, are fully insured against loss, theft and damage for the total value of the Products.

The Customer acknowledges and accepts that the final price displayed at checkout, including any applicable taxes, duties and shipping charges, constitutes the total amount payable and that no hidden or additional charges shall be applied thereafter.

The Seller accepts the following payment methods, subject to availability in the Customer's country of residence: (a) credit cards (Visa, Mastercard, American Express); (b) debit cards; (c) Apple Pay; (d) Google Pay; (e) PayPal; (f) bank transfer. The Seller reserves the right to add or remove payment methods at any time.

All credit and debit card transactions, as well as digital wallet payments (Apple Pay, Google Pay), are processed through Shopify Payments, a secure payment gateway operated by Stripe, Inc., which is PCI-DSS Level 1 certified. The Seller does not store, process or have access to complete payment card information (card numbers, CVV codes), which are handled exclusively by the payment processor in accordance with the highest international security standards.

When the Customer selects payment by credit or debit card or digital wallet, the payment amount is authorised and charged immediately upon submission of the Order or shortly thereafter, in accordance with the rules and processing times of the relevant payment network. For PayPal transactions, the Customer is redirected to PayPal's secure platform and the payment is processed according to PayPal's terms and conditions.

In the case of payment by bank transfer, the Customer shall receive, together with the order confirmation email, detailed instructions including the Seller's bank account details, the exact amount to be transferred and a unique payment reference code. Orders paid by bank transfer shall be processed and shipped only after the Seller has received confirmation that the funds have been credited to its account. Bank transfer payments must be completed within five Working Days from the date of the order confirmation email, failing which the Order shall be automatically cancelled and the Customer shall be notified accordingly.

The Website employs industry-standard encryption protocols (TLS/SSL) and other appropriate technical and organisational security measures to protect the confidentiality and integrity of payment data during transmission. Nevertheless, the Customer acknowledges that no method of transmission over the internet or method of electronic storage is absolutely secure and that the Seller cannot guarantee absolute security of data against all possible cyber threats.

The Seller reserves the right to conduct fraud prevention and risk assessment checks, including but not limited to verification of billing and shipping addresses, telephone number validation, IP address analysis and transaction pattern monitoring. The Seller may request additional information or supporting documentation from the Customer (such as photographic identification, proof of address or payment card verification) to confirm the legitimacy of the transaction. Failure by the Customer to provide requested information within a reasonable timeframe, typically forty-eight hours, may result in cancellation of the Order and refund of any amount charged, without liability on the part of the Seller beyond the refund itself.

In the event that the payment is declined, rejected or cancelled by the issuing bank, payment processor or the Customer themselves, the Order shall not be processed and no Products shall be shipped. The Customer is responsible for ensuring that their payment method has sufficient available credit or funds and that they have complied with any security procedures required by their bank or payment provider.

Each Product offered on the Website is described in detail in its dedicated Product Sheet, which contains technical specifications including, but not limited to: (a) type and purity of precious metal (e.g., 18-karat gold – 750‰ fineness, or 9-karat gold – 375‰ fineness); (b) total weight of the item; (c) dimensions (length, width, diameter, thickness as applicable); (d) presence, type, weight, quality and certification of precious stones; (e) manufacturing technique and style characteristics; (f) price inclusive of all applicable charges.

Precious Metals and Hallmarking: All gold jewellery sold by the Seller complies with Italian and European regulations governing precious metals. Each piece bears the legally required hallmarks, including: (i) the fineness mark indicating gold purity (for example, "750" for 18-karat gold or "375" for 9-karat gold), stamped in accordance with Italian law 46/1998; (ii) the manufacturer's identification mark registered with the competent Italian authority. These hallmarks, together with accompanying documentation, constitute the primary guarantee of the authenticity of the metal and its declared fineness.

Precious Stones and Certification: Jewellery featuring diamonds, sapphires, emeralds or other precious stones is accompanied, where applicable and depending on the value and characteristics of the stones, by gemological documentation issued by the manufacturing partner or by accredited independent laboratories (such as IGI, GIA, HRD or equivalent institutions). Such documentation typically indicates the carat weight, colour grade, clarity grade and cut quality of the stones according to internationally recognised standards. The Customer acknowledges that gemological grading involves a degree of professional judgment and that minor variations in grading between different laboratories or gemologists may occur within accepted industry tolerances.

Artisanal Variations: The Seller takes utmost care to ensure that Product descriptions, technical specifications and images displayed on the Website are accurate, complete and up to date. However, the Customer expressly acknowledges and accepts that, due to the artisanal nature of production and the unique characteristics of natural precious stones and handcrafted metalwork, minor variations may occur between the actual Product delivered and the images or specifications shown on the Website.

Specifically, the following variations are considered normal and acceptable within industry standards and do not constitute a lack of conformity:

Weight: Variations not exceeding plus or minus two percent (±2%) of the declared weight, due to differences in polishing, finishing and natural tolerances in handcrafted production;
Dimensions: Variations not exceeding plus or minus half a millimetre (±0.5 mm) in linear measurements (length, width, diameter, thickness), which are inherent to artisanal manufacturing processes;
Colour and Tone: Slight variations in the tone or hue of gold or gemstones compared to images displayed on the Website, which may be affected by photographic lighting, screen calibration, colour reproduction and the natural variability of materials;
Finish and Texture: Minor differences in surface finish, polish, texture or decorative details that fall within the range of normal artisanal execution.

The Customer further acknowledges that natural gemstones may contain inclusions, colour zoning or other natural characteristics that are typical of genuine stones and do not diminish their value or quality, provided such characteristics fall within the grading parameters stated in any accompanying certification.

Any variations exceeding the tolerances specified above shall be considered a potential lack of conformity and may be subject to the remedies provided under Article 14 of these Terms.

Image Reproduction: Product images displayed on the Website are provided for illustrative purposes and have been captured under professional photographic conditions. The Seller endeavours to reproduce colours, details and proportions as faithfully as possible. However, the Customer acknowledges that the appearance of Products on screen may vary depending on the type of device used, screen resolution, colour calibration, brightness settings and other technical factors beyond the Seller's control. Product images may be digitally enhanced for clarity but are not altered in a manner that misrepresents the essential characteristics of the Product.

The majority of Products displayed on the Website are available for immediate procurement and shipment. However, given the nature of the Seller's business model and its reliance on a network of artisan partners, the definitive availability of a specific Product can be confirmed only after the Order has been placed and payment has been verified.

If, after the Seller has sent the order confirmation email pursuant to Article 6, it transpires that the ordered Product is temporarily unavailable or that procurement requires an additional timeframe beyond the standard delivery estimate, the Seller shall promptly notify the Customer via email, typically within two Working Days from the order confirmation.In such notification, the Seller shall inform the Customer of one or more of the following options:

Option A – Extended Delivery Timeframe: The Seller shall indicate a new estimated delivery timeframe, which shall not exceed twenty Working Days from the original order confirmation date, and shall offer the Customer the option to accept the delay and wait for delivery of the originally ordered Product.

Option B – Alternative Product: Where feasible, the Seller may propose one or more alternative Products of equivalent or superior quality, value and characteristics, providing detailed descriptions, images and technical specifications. Any alternative Product proposed shall be offered at the same price as the original Order or at a reduced price if of lower value; no additional charge shall be imposed for a higher-value alternative.

Option C – Order Cancellation and Full Refund: The Customer may choose to cancel the Order entirely and receive a full refund of all amounts paid, including any shipping charges.

The Customer shall communicate their choice among the options presented by responding to the Seller's email within five Working Days from receipt thereof. If the Customer explicitly chooses Option A or Option B, the contract shall continue on the modified terms. If the Customer chooses Option C, or fails to respond within the specified timeframe, the Order shall be deemed cancelled by mutual agreement and the Seller shall proceed with the full refund within seven Working Days, using the same payment method originally employed by the Customer.

The Seller shall not be liable for any damages, losses or expenses incurred by the Customer as a result of the unavailability of a Product or any delay in delivery that has been notified and addressed in accordance with this Article, and the Customer's sole remedy shall be the cancellation and refund as provided herein.

Article 11 – Shipping, Delivery and Transfer of Risk

Delivery Destinations: The Seller ships Products to addresses located within the European Union and to selected extra-European countries, including but not limited to the United States of America, Switzerland, United Arab Emirates, Philippines and other territories as indicated on the Website during the checkout process. Deliveries are made exclusively to physical addresses; the Seller does not deliver to post office boxes, military addresses (APO/FPO) or temporary addresses unless expressly agreed in advance.

Carriers and Insurance: Products are shipped using specialised international courier services experienced in the transport of high-value goods, including DHL Express, UPS, FedEx, Ferrari Group and equivalent premium carriers selected based on the destination country. All shipments are fully insured for the total declared value of the Products against loss, theft, damage and other risks during transit. Insurance coverage remains in effect from the moment the Product leaves the Seller's control until the moment it is delivered to the Customer or to an adult person authorised to receive the shipment at the indicated delivery address.

Delivery Timeframes: Estimated delivery timeframes are calculated from the date on which the Seller dispatches the Product and sends the Customer a shipping confirmation email containing tracking information. Under normal circumstances and subject to successful customs clearance where applicable, standard delivery timeframes are as follows:

European Union destinations: Approximately three to five Working Days;
United States of America or United Kingdom: Approximately four to seven Working Days;
United Arab Emirates, Philippines and other extra-EU destinations: Approximately five to ten Working Days.

These timeframes are estimates based on the Seller's experience and the carriers' published service levels, but are not contractually binding. Actual delivery times may vary due to factors including, but not limited to: customs inspections and clearance procedures; national or local holidays in the destination country; weather conditions and natural events; strikes or labour disputes affecting carriers or customs authorities; heightened security measures; increased shipping volumes during peak seasons; and other circumstances beyond the Seller's reasonable control.

The Seller undertakes to use reasonable efforts to meet the estimated delivery timeframes but shall not be liable for delays unless such delays exceed twenty Working Days from the date of the shipping confirmation email and are attributable to the Seller's own breach of its obligations. In the event of a delay exceeding twenty Working Days due to causes attributable to the Seller, the Customer shall be entitled to contact the Seller to request an update and, if the delay persists without justification, to withdraw from the contract and obtain a full refund in accordance with applicable consumer protection law.

Delivery Procedure: At the time of delivery, the courier will require a signature from the Customer or from an adult person present at the delivery address who is authorised to receive the package on the Customer's behalf. The Customer is strongly advised to be present or to ensure that an authorised person is available to receive high-value shipments personally.

In the event that no one is available to receive the shipment at the time of the first delivery attempt, the courier will typically make at least one additional delivery attempt or will leave a notice with instructions for collection at a secure courier facility or for scheduling a re-delivery. The Customer should follow the courier's instructions and tracking information to ensure successful delivery. If the Customer fails to collect the shipment within the period allowed by the courier (typically five to seven days), the shipment may be returned to the Seller.

Inspection Upon Delivery: The Customer is strongly advised to inspect the external condition of the package at the time of delivery, before signing the delivery receipt. If the packaging appears damaged, tampered with, opened or otherwise compromised, the Customer should: (a) note such damage clearly and specifically on the courier's delivery receipt; (b) if possible, refuse acceptance of the package and inform the Seller immediately; (c) if the package is accepted, open it immediately in the presence of the courier if feasible, or photograph the condition before and during opening. The Customer must notify the Seller of any damage or discrepancy within twenty-four hours of delivery by sending an email to service@boutiquesdelpontevecchio.com with photographs of the packaging and the Product.

Transfer of Risk: The risk of loss, theft or damage to the Product passes from the Seller to the Customer at the moment the Customer or an authorised representative physically takes possession of the shipment from the courier and signs the delivery receipt. Until that moment, the Product remains at the Courier's risk and is covered by the shipping insurance. For any request, information or complain the responsible will be the courier in charge of the package. After delivery, the Customer is responsible for the safekeeping of the Product.

Failed Delivery and Return to Sender: If the shipment is returned to the Seller due to: (a) the Customer's refusal to accept delivery without valid justification; (b) the Customer's failure to collect the package within the carrier's allowed timeframe; (c) the Customer's provision of incomplete, incorrect or inaccessible delivery address; or (d) the Customer's failure to comply with customs procedures or to respond to requests for information from customs authorities where such cooperation is required, the Seller shall notify the Customer and may offer re-shipment at the Customer's expense.

Alternatively, the Seller may proceed to refund the amount paid by the Customer, after deducting: (i) all outbound and return shipping costs actually incurred; (ii) customs duties, taxes and clearance fees paid by the Seller for both export and re-import, where applicable; (iii) insurance costs; (iv) handling and re-packaging costs; and (v) any other documented expenses directly caused by the failed delivery. The refund shall be processed within fourteen Working Days from the date the returned Product is received and inspected by the Seller, using the same payment method originally used by the Customer.

In accordance with Directive 2011/83/EU and the Italian Consumer Code, EU Consumers have the right to withdraw from the sales contract without giving any reason and without incurring any penalty, within fourteen calendar days from the day on which the Customer, or a third party designated by the Customer (other than the carrier), acquires physical possession of the Product.

Exercise of the Right of Withdrawal: To exercise the right of withdrawal, the Customer must send an unequivocal written statement communicating their decision to withdraw to the Seller before the expiry of the withdrawal period. Such statement may be sent: (a) by email to service@boutiquesdelpontevecchio.com, indicating the Order number, the date of delivery and a clear declaration of the intention to withdraw; or (b) by registered mail with return receipt to the Seller's registered office at Via Adolfo Bartoli 1, 50135 Florence, Italy.

The Seller may provide a standard withdrawal form on the Website for the Customer's convenience, but the use of such form is not mandatory and the Customer may use any other clear written statement to the same effect.

Return of the Product: Following notification of the exercise of the right of withdrawal, the Customer must return the Product to the Seller's registered office at the address indicated above without undue delay and in any event within fourteen calendar days from the date on which the Customer communicated the withdrawal decision to the Seller. The deadline is met if the Customer dispatches the Product before the expiry of the fourteen-day period.

The direct costs of returning the Product are borne by the Customer. Given the high value of the Products sold, the Customer is required to use a reputable courier service that provides tracking and delivery confirmation, and to insure the shipment for the full value of the Product. The Customer bears the risk of loss or damage to the Product during return shipment until the Seller receives and inspects the returned item. The Seller strongly recommends using the same or equivalent courier services used for the original delivery (such as DHL, UPS, FedEx) with full insurance coverage.

Condition of Returned Products: To qualify for a full refund, the returned Product must be in the same condition in which it was delivered. Specifically:

The Product must show no signs of wear, use, scratches, dents, tarnishing or other damage;
The Product must be complete with all original packaging materials, including boxes, pouches, protective wrapping and any decorative presentation elements;
All accessories, certificates, documentation, authenticity cards, care instructions and any other items supplied with the Product must be included in the return;
Any seals, tags or protective stickers must not have been removed, broken or tampered with, except to the minimum extent necessary to verify the nature, characteristics and functioning of the Product.

The Customer is entitled to handle and examine the Product only to the extent necessary to establish its nature, characteristics and functioning, in the same manner as would be permitted in a physical store. Any handling beyond this, including wearing the Product, removing it from its protective packaging unnecessarily, or exposing it to substances that could alter its condition, may result in a reduction of the refund amount as specified below.

Refund Procedure and Deductions:
Upon receipt of the returned Product, the Seller shall conduct a quality inspection to verify compliance with the return conditions (including the presence of the intact Security Tag). The Seller shall process the refund within fourteen calendar days from the date of acceptance of the return.

For EU Consumers: The Seller shall refund all payments received for the Product, including standard delivery charges. The direct cost of return shipping is borne by the Customer (unless the Customer opts for the Seller’s Managed Return Service, in which case the stated fee will be deducted).

For Non-EU Customers: To the extent permitted by law, the refund will cover the price of the Product minus any non-recoverable customs duties, import taxes, and shipping costs originally incurred by the Seller under the Delivered Duty Paid (DDP) model. Furthermore, if the Customer uses the Seller's Managed Return Service, the cost of return shipping and re-importation duties into Italy will be deducted from the final refund amount.

Reduction of Refund for Diminished Value: If the inspection reveals that the Product has been handled beyond what is necessary to establish its nature, characteristics and functioning, or that its value has been diminished due to wear, damage, missing components or incomplete packaging, the Seller shall be entitled to reduce the refund amount proportionally to the decrease in value of the Product.

Such reduction shall be calculated objectively based on the cost of restoration (if feasible), the depreciation in resale value, or, if the Product can no longer be resold as new, the difference between the original price and the residual value. The Seller shall inform the Customer in writing of the reasons for any reduction and the calculation method used. If the Customer disagrees with the proposed reduction, they may contest it through the complaint and dispute resolution procedures set forth in these Terms.

Customised Products: In accordance with Article 16(c) and (e) of Directive 2011/83/EU and Article 59, paragraph 1, letters (c) and (e) of the Italian Consumer Code, the right of withdrawal does not apply to contracts for the supply of goods that have been made to the Customer's specifications or are clearly personalised, or which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly.

Accordingly, the right of withdrawal is excluded for Products that have been customised, personalised or made to order based on the Customer's specific instructions or preferences, including but not limited to:

Products bearing personalised engravings, monograms, dedications or inscriptions requested by the Customer;
Products manufactured in a size, dimension, length or other measurement specified by the Customer that differs from the standard sizes offered on the Website;
Products incorporating design modifications, material substitutions, or other bespoke alterations requested by the Customer;
Products that combine or assemble components in a unique configuration chosen by the Customer.

At the time of placing an Order for a customised Product, the Customer shall be clearly informed that such Product is made to their specifications and that, consequently, the right of withdrawal is excluded.

Products Worn or Altered by the Customer: The right of withdrawal is further excluded or limited in respect of Products that, upon return, show signs indicating that they have been worn, used or altered by the Customer beyond what is necessary to verify their nature, characteristics and functioning. As specified in Article 12, if a Product is returned in a condition that indicates use or handling exceeding the permissible scope, the Seller may reduce the refund or, in cases of substantial alteration or damage, refuse the refund entirely in accordance with applicable law.

Non-EU Customers: The right of withdrawal as described in this Article and in Article 12 is granted primarily to EU Consumers in accordance with EU consumer protection directives. Customers habitually resident outside the European Union may be subject to different withdrawal rights under the law of their country of residence. Where applicable law in the Customer's jurisdiction provides for more favourable withdrawal rights than those set forth herein, such rights shall apply. Conversely, if the Customer's local law does not mandate a right of withdrawal, or provides for less favourable terms, the Customer may not be entitled to withdraw except to the extent expressly offered by the Seller on a voluntary basis. Customers outside the EU are encouraged to contact Customer Service for clarification of their specific rights.

Security Tag Removal: The right of withdrawal is strictly excluded for Products from which the disposable Security Tag/Seal has been removed, broken, or tampered with. The Product must be returned with the Security Tag perfectly intact and attached to the item as originally delivered. This measure is necessary to guarantee the hygiene, integrity, and "unworn" status of the jewel.

All Products sold to EU Consumers are covered by the legal guarantee of conformity provided by Directive (EU) 2019/771 and by Articles 128 to 135-sexies of the Italian Consumer Code, for a period of twenty-four months from the date of delivery of the Product.

Conformity Requirements: A Product is deemed to conform to the contract if it: (a) corresponds to the description, type, quantity and quality specified in the Product Sheet and agreed upon at the time of contract conclusion; (b) is fit for the specific purposes for which the Customer requires it and which were made known to the Seller at the time of contract conclusion and accepted by the Seller; (c) is fit for the purposes for which products of the same type are normally used, taking into account applicable legal regulations, technical standards and codes of conduct; (d) possesses the quality and performance characteristics that are normal for products of the same type and that the Customer can reasonably expect, given the nature of the product and taking into account any public statements made by the Seller or on its behalf, including advertising and labelling.

Reporting a Defect: If the Customer discovers a lack of conformity, they must notify the Seller in writing within a reasonable period, and in any event within two months from the date on which they discovered or ought to have discovered the defect, failing which they may lose the benefit of the guarantee.

The notification should be sent by email to service@boutiquesdelpontevecchio.com and should include: (a) the Order number and date of delivery; (b) a detailed description of the defect or lack of conformity; (c) clear photographs showing the defect from multiple angles; (d) any relevant documentation (e.g., certificate showing discrepancy with actual product characteristics).

Remedies: Where a lack of conformity is established and has been notified in due time, the Customer is entitled, at their choice and free of charge, to: (i) repair of the Product; or (ii) replacement of the Product with a new conforming item, unless the chosen remedy is impossible or would impose disproportionate costs on the Seller compared to the alternative remedy, taking into account the value of the Product, the significance of the defect and the inconvenience to the Customer.

If both repair and replacement are impossible or disproportionate, or if the Seller has failed to complete the repair or replacement within a reasonable time and without significant inconvenience to the Customer, the Customer may: (i) demand an appropriate reduction in the price; or (ii) terminate the contract and obtain a full refund, provided that the lack of conformity is not minor.

All remedies are provided free of charge to the Customer, meaning without any charge for labour, materials, shipping or other costs.

Burden of Proof: For any lack of conformity that becomes apparent within one year from delivery of the Product, it is presumed that such lack of conformity existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the nature of the defect. After the expiry of one year from delivery, the Customer bears the burden of proving that the defect existed at the time of delivery.

Exclusions: The legal guarantee of conformity does not cover defects or damage resulting from: (a) normal wear and tear consistent with the age and use of the Product; (b) misuse, negligence or failure to follow the care and maintenance instructions provided by the Seller or generally applicable to jewellery of that type; (c) accidents, drops, impacts or exposure to harmful substances or extreme conditions; (d) repairs, alterations or modifications carried out by persons not authorised by the Seller; (e) use of the Product for purposes other than those for which it was designed.

Relationship with Right of Withdrawal: The legal guarantee of conformity is independent from and additional to the right of withdrawal provided under Article 12. The Customer may exercise the right of withdrawal within the applicable period even if no defect exists, and may invoke the legal guarantee if a defect becomes apparent after the withdrawal period has expired, provided the defect is reported within the timeframes specified above.

Limitation of Liability: To the maximum extent permitted by applicable law, the Seller's liability to the Customer in connection with the sale of Products and the performance of these Terms is limited as follows:

The Seller shall not be liable for any indirect, consequential, incidental, special or punitive damages, including but not limited to loss of profits, loss of business opportunities, reputational harm, emotional distress or any other non-pecuniary losses, even if the Seller has been advised of the possibility of such damages.

The Seller's total aggregate liability for any and all direct damages arising from or related to a particular Order shall not exceed the total amount actually paid by the Customer for the specific Product that gives rise to the claim.

The limitations set forth in this Article shall not apply to: (a) death or personal injury caused by the Seller's negligence or wilful misconduct; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited under applicable mandatory consumer protection law; (d) damages intentionally caused by the Seller or resulting from gross negligence.

Force Majeure: The Seller shall not be held liable for any failure or delay in the performance of its obligations under these Terms, including but not limited to delays in delivery, inability to procure Products, or interruption of Website services, where such failure or delay is due to events of force majeure or other circumstances beyond the Seller's reasonable control.

Events of force majeure include, but are not limited to: acts of God, including earthquakes, floods, hurricanes, tornadoes and other natural disasters; war, terrorism, civil unrest, riots and acts of public enemies; strikes, lockouts and other labour disputes not limited to the Seller's own workforce; government actions, including embargoes, sanctions, changes in law, expropriation and other acts of public authority; epidemics, pandemics and public health emergencies; failure or breakdown of public or private telecommunications networks, internet service providers or hosting services; fire, explosion or other industrial accidents; interruption of energy supply; disruption of transportation networks or logistics services; and any other unforeseeable circumstances that are beyond the reasonable control of the Seller and that prevent or materially impede the performance of contractual obligations.

In the event of force majeure, the Seller's obligations shall be suspended for the duration of the impediment. The Seller shall use reasonable efforts to notify the Customer as soon as practicable and to minimise the impact of the force majeure event. If the force majeure event continues for more than thirty calendar days, either party may terminate the affected contract by written notice, and the Seller shall refund any amounts paid for undelivered Products, without further liability.

Third-Party Services: The Seller uses third-party service providers for various aspects of its business, including payment processing (Shopify Payments/Stripe), shipping (DHL, UPS, FedEx and others), web hosting and other technical services. While the Seller selects reputable providers and monitors their performance, the Seller does not assume liability for failures, errors, delays or losses attributable to such third parties beyond the Seller's reasonable control, except where mandatory consumer law imposes such liability. The Customer acknowledges that certain remedies may need to be sought directly from the relevant third-party provider in accordance with that provider's terms and conditions.

Optional Third-Party Tools: We may provide you with access to third-party tools (such as tracking apps or currency converters) over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

All content appearing on or accessible through the Website, including but not limited to trademarks, service marks, trade names, logos, domain names, text, articles, product descriptions, photographs, images, graphics, illustrations, videos, audio files, software, source code, user interface design, arrangement and compilation of content (collectively, the "Content"), is the exclusive property of the Seller or is used under licence from third-party rights holders, and is protected by Italian, European Union and international copyright laws, trademark laws, design rights, database rights and other intellectual property laws and treaties.

The Seller's trademarks, including the name "Boutiques del Ponte Vecchio" and associated logos and designs, are registered or otherwise protected marks. Use of these marks without the prior written permission of the Seller is strictly prohibited.

Restrictions on Use: The Customer is granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Website and to view the Content solely for personal, non-commercial purposes related to browsing the catalogue, placing Orders and managing their account. Any other use of the Content is expressly prohibited.

Without limiting the generality of the foregoing, the Customer shall not: (a) reproduce, copy, duplicate, download (other than page caching), distribute, publish, display, perform, modify, create derivative works from, transmit or exploit in any way any portion of the Content, except as expressly authorised herein; (b) use any automated means, including robots, crawlers, scrapers or data mining tools, to access, monitor or copy any portion of the Website or Content; (c) reverse engineer, decompile, disassemble or attempt to discover the source code of any software underlying the Website; (d) remove, obscure or alter any copyright notices, trademarks or other proprietary rights notices appearing on the Website or in the Content; (e) frame or mirror any portion of the Website on any other website or platform without express written consent; (f) use the Content for any unlawful, defamatory, obscene, harassing or otherwise objectionable purpose.

Permitted Links: Simple text hyperlinks directing users to the homepage of the Website (www.boutiquesdelpontevecchio.com) are permitted without prior authorisation, provided that: (i) the link does not suggest any form of association, approval or endorsement by the Seller where none exists; (ii) the link is not placed on a website that contains illegal, offensive, defamatory, discriminatory or otherwise inappropriate content; (iii) the link does not harm the reputation or image of the Seller or its products.

Deep linking (linking to internal pages other than the homepage), inline linking, framing (displaying the Website within another website's frame or border) and any other technique that obscures the true origin of the Content or creates confusion as to the source are strictly prohibited without the Seller's express prior written consent.

Infringement Reporting: If any person believes that their intellectual property rights have been infringed by content appearing on the Website, they should contact the Seller immediately at service@boutiquesdelpontevecchio.com with detailed information including identification of the allegedly infringing material and proof of ownership of the relevant rights.

16-bis:

User Comments, Feedback and Other Submissions
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

Article 17 – Protection of Personal Data

The processing of Customers' Personal Data in connection with their use of the Website, the creation and management of accounts, the placement of Orders, the performance of sales contracts, the provision of customer service and any other related activities is carried out by the Seller in its capacity as data controller in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation, "GDPR") and applicable national data protection legislation, including Italian Legislative Decree 196/2003 as amended.

Detailed information regarding the purposes for which Personal Data are processed, the legal bases for processing, the categories of data collected, the retention periods, the recipients of data, the rights of data subjects and all other information required under Articles 13 and 14 of the GDPR is set forth in the Privacy Policy, which is available on the Website and which forms an integral part of these Terms.

The Customer is required to read the Privacy Policy carefully before placing an Order. By creating an account or completing a purchase, the Customer acknowledges having read, understood and accepted the Privacy Policy.

For the sake of clarity, the main categories of Personal Data processed include: identification data (name, date of birth, tax code), contact data (email address, telephone number, delivery and billing address), payment data (handled by third-party payment processors), browsing data (IP address, cookies, navigation logs) and transaction data (Order history, product preferences, communications with customer service).

The Seller implements appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including encryption, access controls, regular security assessments and staff training. However, no system can guarantee absolute security and the Customer is advised to take their own precautions to protect their account credentials and personal information.

Data subjects have the right to request access to, rectification of, erasure of, restriction of processing of, and portability of their Personal Data, as well as the right to object to processing and to lodge a complaint with the competent supervisory authority (Garante per la Protezione dei Dati Personali in Italy). Such requests may be sent to the Seller at service@boutiquesdelpontevecchio.com or to the registered office address.

Further details regarding cookies, tracking technologies and the Customer's choices in relation to such technologies are set forth in the Cookie Policy, also available on the Website.

In accordance with Articles 49 to 51 of the Italian Consumer Code, implementing Directive 2011/83/EU on consumer rights, the Seller provides the Customer with all mandatory pre-contractual information in a clear, comprehensible and timely manner before the Customer is bound by the contract.

The Customer acknowledges and confirms that, prior to placing the Order, they have been provided with and have taken due note of the following information:

The main characteristics of each Product, as described in the relevant Product Sheet, including materials, dimensions, weight, technical specifications and images;
The total price of the Products inclusive of taxes and all other charges, including shipping costs where applicable, and clear indication of whether customs duties and import taxes are included (for extra-EU deliveries) or excluded (for EU deliveries);
The identity and contact details of the Seller, including registered business name, registered office address, email address and, where applicable, telephone number;
The arrangements for payment, delivery and performance, including the available payment methods, estimated delivery timeframes, carriers used and insurance coverage;
The existence of the legal guarantee of conformity for EU Consumers as set forth in Article 14, and information on after-sales services and commercial guarantees, if any;
The conditions, time limits and procedures for exercising the right of withdrawal as set forth in Articles 12 and 13, including the standard withdrawal form and the requirement to bear the direct cost of returning goods;
The exclusions and limitations to the right of withdrawal, particularly for customised Products;
Information on the Seller's liability and on the applicable law and competent jurisdiction as set forth in these Terms;
The duration of the contract (which is limited to the performance of the individual Order) and, where applicable, the minimum duration of any subscription or recurring obligation (not applicable to standard purchases);
Information regarding the processing of Personal Data and the rights of the data subject, as set forth in the Privacy Policy and Cookie Policy;
A link to these Terms and Conditions of Sale in their entirety.

By clicking the 'Place Order with Obligation to Pay' button (or equivalent), the Customer explicitly confirms that they have read, understood and accepted these Terms and Conditions of Sale in their entirety, as well as the Privacy Policy. The Customer acknowledges that the submission of the Order implies a binding obligation to pay and an unreserved acceptance of these Terms.

The Seller ensures that the checkout process is designed in such a way that the Customer is clearly aware, immediately before placing the Order, that submitting the Order entails an obligation to pay. The button or equivalent function that the Customer activates to submit the Order is labelled with clear wording such as "Place Order with Obligation to Pay" or equivalent unambiguous language in the relevant language version of the Website.

In accordance with Article 141-sexies of the Italian Consumer Code and Regulation (EU) 524/2013 on online dispute resolution for consumer disputes, the Seller informs EU Consumers of the existence of alternative dispute resolution (ADR) mechanisms and online dispute resolution (ODR) platforms that may be used to resolve disputes arising from the purchase of Products without resorting to judicial proceedings.

Online Dispute Resolution (ODR) Platform: EU Consumers may access the European Commission's Online Dispute Resolution platform at the following address: https://ec.europa.eu/consumers/odr. This platform provides an electronic interface to facilitate the out-of-court resolution of disputes between consumers and traders within the European Union. The Customer may submit a complaint through the ODR platform, which will be forwarded to the appropriate dispute resolution body.

Alternative Dispute Resolution Bodies: In addition to the ODR platform, Customers may contact the following certified ADR entities to seek amicable resolution of disputes:

Camera di Commercio di Firenze – Conciliazione: An ADR body accredited by the Italian Ministry of Justice for commercial mediation and conciliation proceedings. Further information is available at https://www.fi.camcom.gov.it.
Other ADR bodies competent according to the Customer's place of residence may be identified through the ODR platform or the relevant national registers.

The Seller is willing to participate in ADR proceedings on a voluntary basis and will give due consideration to any proposal for mediation or conciliation submitted by a Customer or by an ADR body, with a view to reaching an amicable settlement where possible. However, participation in ADR proceedings is not mandatory for the Seller and does not preclude either party from pursuing their rights through judicial proceedings if an amicable resolution cannot be achieved.

The Customer is informed that attempting alternative dispute resolution does not affect their right to initiate judicial proceedings before the competent courts as specified in Article 21 of these Terms. Statutory limitation periods and procedural deadlines are generally suspended during ADR proceedings in accordance with applicable law.

The Seller reserves the right to amend, supplement, update or replace these Terms at any time, in whole or in part, at its sole discretion. Amendments may be made for various reasons, including but not limited to: (a) compliance with changes in applicable laws, regulations or regulatory guidance; (b) adaptation to changes in the Seller's business model, product range or operational procedures; (c) enhancement of clarity, completeness or user-friendliness of the contractual provisions; (d) correction of errors or inconsistencies; (e) response to developments in commercial practices or consumer expectations.

Any amended version of the Terms will be published on the Website with a new "Last Updated" date indicated at the top of the document. The amended Terms shall apply exclusively to Orders placed after the date of publication of the new version. Orders that have already been confirmed by the Seller prior to the publication of the amended Terms shall remain governed by the version of the Terms that was in force at the time of contract conclusion, unless the amendments are made mandatory by law, in which case they shall apply retroactively to the extent required by such law.

Customers are therefore encouraged to review the Terms periodically, particularly before placing a new Order, to ensure they are aware of any changes. The act of placing an Order after the publication of amended Terms constitutes the Customer's acceptance of the new version.

If a Customer does not agree with the amended Terms, they should refrain from placing further Orders. Existing Orders that have already been confirmed are not affected by the Customer's disagreement with subsequent amendments.

In the event of substantial amendments that significantly alter the rights or obligations of Customers, the Seller may, at its discretion, provide additional notice of such changes by email to Customers who have registered accounts, although the Seller is under no obligation to do so and the lack of such notice does not affect the validity of the amendments.

Governing Law: These Terms and any sales contract concluded between the Seller and the Customer through the Website are governed by and shall be construed in accordance with the laws of Italy, without regard to its conflict of law principles.

Notwithstanding the foregoing, where the Customer is habitually resident in a country other than Italy, and where the law of that country contains mandatory consumer protection provisions that cannot be derogated from by agreement and that afford the Customer a higher level of protection than Italian law, such mandatory provisions shall apply and shall prevail over any conflicting provisions of these Terms to the extent required by applicable private international law rules, including Regulation (EC) 593/2008 (Rome I).

In particular, EU Consumers benefit from the protection afforded by the consumer protection directives and regulations of the European Union as implemented in their country of residence, and nothing in these Terms shall deprive such consumers of the protection granted by provisions that cannot be derogated from by agreement.

Jurisdiction: Any dispute, controversy or claim arising out of or relating to these Terms, or to the formation, interpretation, performance, breach, termination or validity of any sales contract concluded pursuant to these Terms, including disputes regarding non-contractual obligations, shall be subject to the jurisdiction of the courts as follows:

For Customers who qualify as consumers under applicable law and who are habitually resident in Italy, disputes may be brought before either the Court of Florence or the court of the Customer's place of residence, at the Customer's option, in accordance with Article 63 of the Italian Consumer Code.

For Customers who qualify as consumers under applicable law and who are habitually resident in another Member State of the European Union, disputes may be brought before the courts of the Customer's place of residence in accordance with Article 18 of Regulation (EU) 1215/2012 (Brussels I bis), without prejudice to the Customer's right to bring proceedings before the courts of Florence if they so choose.

For Customers resident outside the European Union, the courts of Florence, Italy, shall have jurisdiction, subject to any overriding mandatory provisions of the law of the Customer's place of residence that grant jurisdiction to the courts of that country and that cannot be derogated from by agreement.

The Seller may bring proceedings against the Customer only in the courts of the Customer's place of residence, where the Customer qualifies as a consumer under applicable law.

These jurisdictional provisions are without prejudice to the Customer's right to resort to alternative dispute resolution mechanisms as described in Article 19.

Article 22 – Customer Service, Complaints and Assistance

The Seller is committed to providing high-quality customer service and to addressing any questions, concerns or complaints promptly and professionally.

Contact Information: For any inquiries, requests for information, assistance with Orders, complaints regarding Products or services, exercise of legal rights, or any other matter relating to these Terms or to the use of the Website, the Customer may contact the Seller through the following channels:

Email: service@boutiquesdelpontevecchio.com (primary contact method, available 24/7 for message submission with response during business hours)
Postal Address: Boutiques del Ponte Vecchio SRL, Via Adolfo Bartoli 1, 50135 Florence (FI), Italy
Certified Email (PEC): bpontevecchio@pec.it (for formal legal communications requiring certified delivery)

Response Times: The Seller undertakes to acknowledge receipt of customer inquiries and complaints within two Working Days from receipt and to provide a substantive response or resolution within fourteen Working Days, except in complex cases requiring investigation or coordination with third parties (such as courier companies, customs authorities or gemological laboratories), in which case the Seller will keep the Customer informed of progress at regular intervals not exceeding seven Working Days.

For urgent matters relating to delivery issues, payment problems or alleged defects requiring immediate attention, the Customer should clearly indicate the urgency in the subject line of the email, and the Seller will prioritise such communications.

Complaint Handling Procedure: If the Customer wishes to file a formal complaint, the communication should include: (a) the Customer's full name and contact details; (b) the Order number and date; (c) a clear and detailed description of the issue or grievance; (d) copies of any relevant documentation (order confirmation, shipping notification, photographs of defects, etc.); (e) the Customer's preferred resolution or remedy.

The Seller will investigate all complaints thoroughly and impartially, communicate with the Customer regarding the findings, and propose a fair resolution in accordance with these Terms and applicable law. If the Customer is not satisfied with the proposed resolution, they may escalate the matter to the Seller's management by requesting escalation in their response, and may ultimately resort to the alternative dispute resolution mechanisms described in Article 19 or to judicial proceedings as provided in Article 21.

Language: Customer service is provided primarily in English and Italian. Customers who require assistance in other languages are encouraged to use translation tools or to seek assistance from a person proficient in English or Italian. The Seller will make reasonable efforts to accommodate customers who do not speak these languages but cannot guarantee availability of customer service in all languages.

Record Keeping: The Seller maintains records of all customer communications, complaints and resolutions for a period of at least three years for quality assurance, training, dispute resolution and regulatory compliance purposes. Such records are processed in accordance with the Privacy Policy.

Severability: If any provision of these Terms is held by a court of competent jurisdiction or arbitral tribunal to be invalid, void, unenforceable or contrary to mandatory provisions of applicable law, such provision shall be deemed severed from these Terms and shall not affect the validity and enforceability of the remaining provisions, which shall continue in full force and effect.

In the event of such severance, the parties agree that the invalid or unenforceable provision shall, to the extent permitted by law, be replaced by a valid and enforceable provision that comes closest to the intention and economic effect of the original provision. If such replacement is not feasible, the remaining provisions shall be interpreted in a manner that preserves the overall purpose and structure of these Terms to the greatest extent possible.

Waiver: No failure or delay by the Seller in exercising any right, remedy, power or privilege under these Terms shall operate as a waiver thereof, nor shall any single or partial exercise of any right, remedy, power or privilege preclude any other or further exercise thereof or the exercise of any other right, remedy, power or privilege.

Any waiver by the Seller of any breach or default by the Customer under these Terms must be in writing and signed by an authorised representative of the Seller to be effective. Any such waiver shall apply only to the specific breach or default waived and shall not constitute a waiver of any subsequent breach or default, whether of the same or a different nature.

The rights and remedies provided in these Terms are cumulative and not exclusive of any rights or remedies provided by law, and the exercise of one remedy shall not preclude the exercise of any other remedy available under these Terms or at law or in equity.

These Terms, together with the Privacy Policy, Cookie Policy, and any other policies or supplementary terms expressly referenced herein and published on the Website, constitute the entire agreement between the Seller and the Customer with respect to the subject matter hereof and supersede all prior or contemporaneous understandings, agreements, representations and warranties, whether written or oral, with respect to such subject matter.

No representation, promise, inducement or statement of intention has been made by either party that is not embodied in these Terms or the referenced policies, and neither party shall be bound by or liable for any alleged representation, promise, inducement or statement of intention not so set forth.

In the event of any conflict or inconsistency between different documents forming part of the contractual documentation, the following order of precedence shall apply (from highest to lowest priority):

The order confirmation email sent by the Seller pursuant to Article 6, with respect to the specific details of the Products ordered, quantity, price and delivery address;
These Terms and Conditions of Sale;
The Privacy Policy and Cookie Policy;
Product Sheets and other descriptive content on the Website, to the extent not superseded by the above.

The Customer acknowledges that they have not relied on any statement, representation, assurance or warranty (whether made innocently or negligently) other than as expressly set forth in these Terms and the referenced policies, except in cases of fraud or fraudulent misrepresentation, in which case the Customer retains all applicable legal remedies.

Article 25 – Acknowledgment and Acceptance

By placing an Order through the Website, the Customer expressly acknowledges and agrees that:

(a) They have read these Terms in their entirety, have had the opportunity to seek independent legal advice if desired, and fully understand and accept all provisions contained herein;

(b) They have been provided with all mandatory pre-contractual information required by applicable consumer protection law in a clear, comprehensible and timely manner;

(c) They understand that placing an Order constitutes a binding legal commitment to purchase the Products and to pay the indicated price;

(d) They are aware of the existence and conditions of the right of withdrawal (where applicable) and of the legal guarantee of conformity;

(e) They consent to the processing of their Personal Data in accordance with the Privacy Policy;

(f) They consent to receiving communications from the Seller related to their Order, account and customer service, which may be sent by email, SMS or other electronic means;

(g) Where the Customer has opted to receive marketing communications, they consent to such communications and understand that they may withdraw consent at any time by following the unsubscribe instructions provided.