GENERAL INFORMATION
At MEMENTO MORI ATELIER, all jewellery pieces are handcrafted and made to order in accordance with the instructions, preferences, or requirements provided by the customer at the time of purchase.
Due to the personalised nature of the products, specific conditions apply regarding returns and the right of withdrawal.
RIGHT OF WITHDRAWAL
In accordance with current consumer protection regulations, customers generally have a period of 14 calendar days to exercise their right of withdrawal without needing to provide any justification.
However, this right shall not apply where the contract concerns the supply of goods made to the consumer’s specifications or clearly personalised.
The products offered on this website consist of made-to-measure jewellery, individually crafted based on the customer’s instructions.
Therefore, in accordance with Article 103.c of Royal Legislative Decree 1/2007, the customer acknowledges and accepts that the right of withdrawal does not apply to orders for personalised or made-to-measure products.
By completing the purchase, the customer declares that they are aware of this circumstance and expressly accept the loss of their right of withdrawal in such cases.
EXERCISE OF THE RIGHT OF WITHDRAWAL
In cases where the right of withdrawal applies, the customer may exercise it within a period of 14 calendar days by completing the withdrawal form.
The use of this form is recommended for faster processing.
Nevertheless, the customer may exercise their right by means of any other clear and unequivocal statement expressing their decision to withdraw from the contract, in accordance with applicable regulations.
EXCEPTIONS AND CONSUMER RIGHTS
The above does not affect the customer’s rights in the event that the product received is defective, not in conformity with the contract, or has been damaged during transport.
In such cases, the customer may exercise their rights in accordance with applicable regulations, including repair, replacement, price reduction, or termination of the contract, as appropriate.
CONDITIONS FOR RETURNS DUE TO DEFECTIVE OR NON-CONFORMING PRODUCTS
In the event of a defective or non-conforming product, the customer must notify the issue as soon as possible after detecting it, following the instructions provided on the website or through the available contact channels.
Once the request has been received, additional information may be required, including photographs of the product, in order to assess the case.
For the return to be accepted:
- The product must be in a condition consistent with the defect or issue, and must not have been improperly handled
- It must be returned with its original packaging, case, accessories, and documentation (where applicable)
MEMENTO MORI ATELIER reserves the right to refuse returns where the product has been improperly used, altered, or damaged for reasons not attributable to manufacturing or transport.
RETURN PROCESS
Once the right of withdrawal has been exercised or the return has been accepted, the customer must follow the instructions provided for returning the product.
Returns must be made using a shipping method that allows proof of delivery. The customer must retain proof of shipment until the product has been successfully received.
MEMENTO MORI ATELIER shall not be liable for loss during transport when the shipping method has been chosen by the customer.
RETURN COSTS
Where the return is due to a manufacturing defect, lack of conformity, or damage during transport, MEMENTO MORI ATELIER shall bear the return costs.
In cases where the right of withdrawal applies, return shipping costs shall be borne by the customer, unless otherwise stated.
REFUNDS
Once the product has been received and its condition verified, a refund or replacement will be processed, as appropriate.
The refund will be made using the same payment method used for the purchase, unless otherwise agreed, within a maximum period of 14 calendar days from receipt of the product or from the moment the customer provides proof of return, whichever occurs first.
LIMITATIONS
Returns will not be accepted in the following cases:
- Personalised or made-to-measure products, except in cases of defect or lack of conformity
- Products that have been used, handled, or altered improperly
- Products whose original packaging is not in suitable condition when such packaging is necessary for proper return
These limitations do not affect the consumer’s legally recognised rights.
