• Refund and Return policy

In case of dissatisfaction with the purchased products, according to O.G. 449/2003 and O.G. 6/2016, the Customer has the right to unilaterally cancel the order, notifying in writing or by telephone that he renounces the purchase, without penalty and without giving a reason, within 14 calendar days of receipt of the product.

The law also stipulates that contracts for the supply of products which by their nature cannot be returned or which are liable to deteriorate or deteriorate rapidly cannot be unilaterally terminated. Thus, the returned product must be in the same condition in which it was delivered, sealed, without any signs of wear, alteration or consumption, both in the case of the product and the accessories/consumables accompanying it, with the labels intact and the original documents that accompanied it (tax invoice, etc.).

The return of products will be made at the customer’s expense, using the same transportation service that was used for the shipment, i.e. courier. Products cannot be returned by post. Upon receipt, the parcel will be checked to see if it fulfills the above mentioned conditions, otherwise it will be refused. Thus, packages containing products in a condition other than that in which they were delivered (unsealed, tested, used, etc.), those whose return has not been notified in advance, as well as those containing products damaged during transportation due to improper packaging, etc., will be refused.

The customer has the obligation to notify by e-mail to:Âcontact@potterygems.comÂthe intention to return and the reason for returning the ordered product.

According to the law, S.C AISURU S.R.L will refund the value of the order (including transportation charges, if applicable) within 14 calendar days from the date of return, by bank transfer to the account specified by the customer.

As an exception to the above conditions, only if the products delivered do not comply with the specifications mentioned in the buyer’s order or show manufacturing defects within the first 24 hours of receipt, the return can be made at the expense of S.C AISURU S.R.L., the customer may opt for replacement products or immediate refund of their value. The rules regarding the return of the products in their original condition apply, except in situations where manufacturing defects were found after unsealing the products.

For more details and information regarding the Returns Procedure and the diminution in value of returned goods, please refer to our Terms and Conditions Policy.

To return a product, please follow the steps below:

1. Ensure that the product is not opened, tested or used and is in the form in which it was delivered.

2. Notify your intention to return and the reason for the return toÂcontact@potterygems.com

We will take all measures to send the courier to the address specified by you. All return costs shall be charged in full to the customer.

3. Pack the product properly so that it is protected from shocks that may occur during transportation. Products that arrive returned in an improper shape due to improper packaging will not be eligible for the return guarantee. Please pack the return exactly as you would like to receive the productsÂ

4. Send the parcel to the address that we will indicate after receiving your notification. After the subsequent receipt of the parcel, we will contact you to resolve the return in the most harmonious way.