Cancellation policy

PURCHASE OPTIONS AND CANCELLATION POLICY

Last updated: March 2025

This policy explains the purchase options available at Reflejos and the conditions under which an order may be cancelled. Please read it carefully before placing your order.

1. AVAILABLE PURCHASE OPTIONS

Reflejos offers the following types of purchase:

— Standard purchase: a one-time purchase of a ready-made piece available in our store. The item is shipped once payment has been confirmed and the order has been processed.

— Custom or personalised order: a piece made to order according to specifications provided by the customer, such as engraving, resizing, or bespoke design. Custom orders require confirmation of all specifications before production begins. Once confirmed, a custom order cannot be cancelled, returned, or exchanged under any circumstances.

2. PAYMENT

Full payment is required at the time of placing your order. We accept the payment methods listed at checkout. All transactions are processed securely and we do not store full payment card details.

All prices are displayed in Euros (€) and are inclusive of applicable VAT. Shipping costs are shown separately at checkout before payment is completed.

3. ORDER CANCELLATION — STANDARD ORDERS

For standard (non-custom) orders, you may request a cancellation only if the order has not yet entered the processing or dispatch phase. To request a cancellation, contact us immediately at contact@reflejos.nl with your order number.

Given that orders are processed within 3 to 5 business days of placement, the window to request a cancellation may be very short. We cannot guarantee that a cancellation request will be fulfilled if processing has already begun.

If your cancellation request is accepted before dispatch, a full refund will be issued to your original payment method within 14 calendar days.

4. ORDER CANCELLATION — CUSTOM AND PERSONALISED ORDERS

Custom and personalised orders cannot be cancelled once the specifications have been confirmed and production has begun. By placing a custom order, the customer acknowledges and accepts that the right of withdrawal does not apply, in accordance with Article 16(c) of EU Directive 2011/83/EU. No refund will be issued for a confirmed custom order that has entered production.

5. RIGHT OF WITHDRAWAL

For eligible standard orders already dispatched or delivered, EU consumers retain the statutory right of withdrawal within 14 calendar days of delivery, subject to the conditions set out in our Return Policy. The right of withdrawal does not apply to custom or personalised pieces, earrings opened from their original packaging, or any item showing signs of use.

6. ORDER MODIFICATIONS

Once an order has been placed, modifications — including changes to the delivery address, item, size, or quantity — may only be accommodated if the order has not yet entered processing. Please contact us as soon as possible at contact@reflejos.nl if you need to make a change. We cannot guarantee that modification requests will be fulfilled.

7. CONTACT

For any questions regarding this policy or to request a cancellation, 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