1. Right of withdrawal — non-customized products

In accordance with European regulations and Article L221-18 of the Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.

To initiate a return, contact us by email at hello@aurelkeepsakes.com, stating your order number and the item(s) concerned. We will provide you with return instructions.

2. Exception: personalized jewelry (for engraving)

In accordance with Article L221-28 of the Consumer Code, jewelry that has been engraved or personalized cannot be returned or refunded, except in the case of a proven manufacturing defect.

This exception applies to all jewelry for which you provided engraving text, a font style, or any other personalization at the time of ordering.

3. Return conditions

• The product must be returned in its original condition: unworn, undamaged, unwashed
• The product must be returned in its original packaging
• The return must be made within 14 days following the notification of withdrawal

Any incomplete, damaged, or spoiled product returned will not be eligible for a refund.

4. Return shipping costs

Return shipping costs are the responsibility of the Customer. We recommend using a tracked or registered shipping method, as AUREL cannot be held responsible for the loss of a returned parcel without proof of shipment.

5. Refund

Upon receipt and verification of the returned product, the refund will be processed within 14 days via the same payment method used for the order.

6. Manufacturing defect

If your jewelry has a manufacturing defect (regardless of any personalization), please contact us within 30 days of receipt at hello@aurelkeepsakes.com with supporting photos. We will proceed with an exchange or refund as appropriate, in accordance with the legal guarantees in force described on our Warranty page.