Refund policy

RETURNS AND REFUNDS POLICY

THIS ENGLISH TRANSLATION IS PROVIDED FOR INFORMATION AND READING CONVENIENCE FOR INTERNATIONAL USERS ONLY. IN THE EVENT OF ANY DISCREPANCY OR DIFFERENCE IN INTERPRETATION, THE ORIGINAL ITALIAN VERSION SHALL PREVAIL, TO THE EXTENT PERMITTED BY APPLICABLE LAW.

RIGHT OF WITHDRAWAL

Consumers residing in the European Union or the United Kingdom have the right to withdraw from the Contract within 14 (fourteen) calendar days from the date on which they physically receive the Products, without having to provide any reason.

Consumers may also withdraw before receiving the Product if they decide to cancel the Order after confirmation but before shipment.

HOW TO REQUEST A RETURN

To exercise the right of withdrawal, the Consumer must inform Dyadema of their decision before the expiry of the 14-day period following receipt of the Product.

The request may be sent by:

Email: customercare@dyadema.it
Subject: WITHDRAWAL – Order No. [order number]

The communication must include:

  • name;
  • address;
  • date of receipt;
  • order number;
  • Products to be returned;
  • optionally, the reason for withdrawal.

It is also possible to use the online withdrawal form available in the “Returns and Refunds” section of the website at www.dyadema.it/resi, or the model withdrawal form set out in Annex I, Part B, of Directive 2011/83/EU, in accordance with the procedures specified in the General Terms and Conditions of Sale.

Dyadema will send the Consumer an email confirming receipt of the withdrawal request within 24 business hours of receiving the communication, together with the RMA code and return instructions.

The Products must be returned no later than 30 (thirty) calendar days from the date on which they were received.

CONDITIONS OF RETURNED PRODUCTS

Products must be returned:

  • in their original, undamaged packaging, with all accessories included;
  • in the same condition in which they were delivered, without signs of use, scratches, deformation, breakage or oxidation resulting from use;
  • with packaging, labels and tags unaltered;
  • with the warranty certificate, where applicable, and the purchase receipt/invoice or a copy of the order confirmation email;
  • with the RMA number clearly visible on the outside of the package.

The Consumer is responsible for any reduction in the value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

RETURN SHIPPING COSTS

The shipping costs for returning the Products shall be borne by the Consumer, except where:

  • the Product is defective, non-compliant or different from the Product ordered; in such cases, Dyadema will provide a prepaid return label;
  • Dyadema has failed to inform the Consumer that the return shipping costs are their responsibility.

Consumers are advised to use a trackable shipping service and insurance appropriate to the value of the goods and to retain the shipping receipt.

REFUNDS

Dyadema will issue the refund within 14 (fourteen) calendar days from the date on which the returned goods are actually received.

The refund includes:

  • the price of the returned Products;
  • the original shipping costs.

The refund will be made using the same payment method used for the purchase, without any fees being charged to the Consumer.

EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

The right of withdrawal does not apply to:

  • personalised or made-to-measure products produced at the Consumer’s specific request, including engravings, resizing, customised compositions or customised plating;
  • sealed products which are not suitable for return for hygiene reasons and which have been opened after delivery, particularly earrings, piercings and Products that come into contact with mucous membranes;
  • products that, after delivery, have become inseparably integrated or mixed with other products.

The exclusion of the right of withdrawal does not affect the legal guarantee of conformity or the remedies available in the event of a defective Product.

For the complete terms and conditions, please refer to the General Terms and Conditions of Sale published on the website.