Refund policy
Right of Withdrawal (14-Day Return Policy)
In accordance with Austrian consumer protection laws (§11 FAGG - Fern- und Auswärtsgeschäfte-Gesetz), you have the right to withdraw from your purchase within 14 days without providing any reason. The withdrawal period begins on the day you or a designated third party (other than the carrier) receives the goods. This policy applies to purchases of jewellery (including silver, gold, platinum, diamonds, and other precious materials) and watches.
To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., a letter sent by post or email). You may use the withdrawal form provided below, but it is not obligatory. Items sent back to us without first requesting a return will not be accepted.
Contact for Returns:
Email: office@almaz.at
Return Address: Stephansplatz 12, Haas Haus, 1010 Vienna, Austria
To be eligible for a return:
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Items must be in the same condition as received—unworn, unused, with original tags, and in the original packaging.
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Proof of purchase (receipt or order confirmation) is required.
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Custom-made or personalized jewellery and watches, items that have been engraved or resized at your request, and sealed goods that have been unsealed after delivery (for hygiene or safety reasons) are excluded from returns under §18 FAGG.
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Watches must be returned with all original packaging, certificates, and accessories. Any sign of wear or alteration may void the return eligibility.
Returns sent without prior notification will not be accepted.
Procedure:
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Contact us at office@almaz.at to request a return.
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Upon acceptance, you will receive a return shipping label and instructions.
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Ship the item within 14 days after informing us of your withdrawal.
Damaged or Incorrect Items
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Sale items and gift cards are non-returnable.
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Custom-made or engraved jewellery and watches, and items that have been modified at your request cannot be returned unless defective.
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Earrings and other pierced jewellery cannot be returned for hygiene reasons unless faulty.
Exchanges
Refunds
European Union Cooling-Off Period
Complaint Resolution
In case of disputes, you may contact us at office@almaz.at or lodge a complaint through the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.
Model Withdrawal Form (Optional)
To: Almaz Juwelenhandelsges.m.b.H., Stephansplatz 12, Haas Haus, 1010 Vienna, Austria
Email: office@almaz.at
I hereby withdraw from my contract for the purchase of the following goods:
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Ordered on: [Order Date]
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Received on: [Delivery Date]
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Customer Name: [Name]
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Address: [Address]
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Signature (only if submitted on paper): _________
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Date: [Date]