Refund policy
Last updated: 18 September 2026
Right of withdrawal
For distance purchases of standard products, consumers have 14 calendar days from receipt to notify us that they are withdrawing from the purchase, without having to give a reason.
To exercise this right, email sales@nereaaixas.store stating your name, order number, product and an unequivocal declaration of withdrawal. Once you have notified us, you have 14 calendar days to return the product.
Return address: NEREA AIXÀS S.L., C/ Antic Camí Ral, bajos, AD500 Andorra la Vella, Principality of Andorra.
The piece must be returned protected, with its accessories and, where reasonably possible, in its original packaging. The consumer is only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
The direct cost of returning an item following withdrawal is borne by the customer.
We will refund all payments received, including the cost of the standard delivery option offered for the order. Any additional cost arising from a voluntarily chosen more expensive delivery option will not be refunded.
The refund will be made using the same payment method, unless otherwise agreed, within 14 days of notification. We may withhold the refund until we receive the goods or sufficient proof that they have been returned.
Exceptions
The right of withdrawal does not apply to pieces made to individual specifications or clearly personalised, such as made-to-measure wedding rings, the setting of a stone expressly selected for a commission, engravings or the transformation of a customer’s jewellery. This exclusion will be communicated before payment.
Choosing a standard option offered in the store does not by itself make an item personalised.
Earrings do not carry a hygiene seal and are subject to the ordinary returns policy, unless they are personalised pieces.
Defective, incorrect or damaged pieces
If a piece arrives damaged, differs from what was ordered or has a lack of conformity, contact sales@nereaaixas.store as soon as possible, preferably with photographs of the packaging and the product. The absence of photographs does not limit your statutory rights.
Where there is a lack of conformity covered by the legal guarantee, NEREA AIXÀS S.L. will bear the necessary costs and, as appropriate, offer repair or replacement. Where these are not possible or proportionate, it will offer a price reduction or termination of the contract.
The minimum legal guarantee is two years in Andorra; three years in Spain and Portugal; two years in France; and at least two years in the rest of the European Union, without prejudice to any broader mandatory protections in the country of residence.
Withdrawal form
For the attention of NEREA AIXÀS S.L.: I hereby notify you that I withdraw from the purchase of the following goods: _____.
Order number: _____.
Ordered on / received on: _____.
Name: _____.
Address: _____.
Date: _____.
Signature, only if submitted on paper: _____.