Refund policy
RETURN POLICY
Last updated: March 2025
At Reflejos, we take great care in the quality of every piece we create. Please read this Return Policy carefully before placing your order.
1. RIGHT OF WITHDRAWAL — 14-DAY RETURN WINDOW
In accordance with the European Union Consumer Rights Directive (2011/83/EU) and Dutch consumer law (Burgerlijk Wetboek Article 6:230o), customers residing in the European Union have the right to withdraw from their purchase within 14 calendar days from the date of delivery, without providing any reason.
To exercise your right of withdrawal, you must notify us in writing before the 14-day period expires by sending a clear statement to:
Reflejos
Stationsweg 28
1382 AB Weesp
Netherlands
Email: contact@reflejos.nl
2. STRICT RETURN CONDITIONS
Returns are only accepted if all of the following conditions are met:
— The item must be returned within 14 calendar days of the delivery date.
— The item must be unused, unworn, and unaltered in any way.
— The item must be in its original condition, with no signs of wear, scratches, damage, or handling beyond what is necessary to inspect the product.
— The item must be returned in its original packaging, including all accessories, tags, certificates of authenticity, and documentation supplied with the order.
— The item must not have been cleaned, repaired, or modified after delivery.
— A valid proof of purchase (order number or receipt) must be included.
Important: Reflejos reserves the right to refuse a return if the item does not meet the above conditions upon inspection. Items that arrive visibly worn, damaged, or altered will be returned to the customer at their expense.
3. NON-RETURNABLE ITEMS — EXCLUSIONS
The right of withdrawal does not apply to the following categories, in accordance with Article 16 of EU Directive 2011/83/EU:
— Custom-made or personalized pieces: any item that has been made to order, engraved, resized, or altered according to the customer's specifications is strictly excluded from the right of withdrawal.
— Earrings and intimate jewelry: for hygiene reasons, earrings and similar items that come into direct contact with the skin cannot be returned once the original seal or packaging has been opened.
— Items that have been worn or used.
— Gift cards and vouchers.
Customers placing orders for personalized pieces acknowledge and accept at the time of purchase that such items are non-returnable.
4. NO EXCHANGES
Reflejos does not offer exchanges. If you wish to receive a different item, you must return the eligible product for a refund (subject to the conditions in this policy) and place a new separate order.
5. HOW TO RETURN
To initiate a return, please follow these steps:
1. Contact us at contact@reflejos.nl within the 14-day window, including your order number and reason for return.
2. Wait for our written confirmation and return instructions. Do not send items back without prior authorization.
3. Pack the item securely in its original packaging. We strongly recommend using a tracked, insured shipping service.
4. Return shipping costs are the responsibility of the customer. Reflejos is not responsible for items lost or damaged during return transit.
5. Ship the item to the address confirmed in our return authorization email.
6. REFUNDS
Once we receive and inspect the returned item, we will notify you by email of the outcome. If the return is approved:
— The refund will cover the purchase price of the item.
— Original shipping costs are non-refundable, unless the item was received defective or incorrectly.
— Refunds will be processed to the original payment method within 14 calendar days of receiving the returned item.
— Depending on your bank or payment provider, it may take additional business days for the credit to appear in your account.
7. DEFECTIVE OR INCORRECT ITEMS
If you receive an item that is defective, damaged, or incorrect, please contact us at contact@reflejos.nl within 48 hours of delivery, with photographic evidence. In these cases, Reflejos will cover the cost of return shipping and will offer a full refund or replacement at no additional charge.
8. CONTACT
For any questions regarding this policy, please contact us at contact@reflejos.nl. We aim to respond within 2 business days.
Reflejos — Stationsweg 28, 1382 AB Weesp, Netherlands | VAT: NL0055170001B91 | KVK: 95705325