Shell Diamonds
Returns, Withdrawal & Refunds Policy
1. Scope
This Policy applies to purchases made at shelldiamonds.com by natural persons acting for purposes outside their trade, business, craft or profession — that is, by consumers and users within the meaning of Article 3 of the consolidated text of the Spanish General Law for the Defence of Consumers and Users (TRLGDCU).
Purchases made by businesses or professionals through the B2B channel are governed by their specific conditions and are not covered by the right of withdrawal regulated in this Policy.
2. Right of withdrawal
You have a period of fourteen (14) calendar days to withdraw from your contract without needing to give reasons and without penalty.
The period runs from the day on which you, or a third party you indicate (other than the carrier), acquire physical possession of the goods. For orders comprising several goods delivered separately, the period begins on delivery of the last of them.
3. Exceptions
The products offered on the Website are not, as at the date of this Policy, covered by any of the exceptions to the right of withdrawal provided for in Article 103 TRLGDCU. In particular, we do not sell items made to a consumer’s specifications or clearly personalised. Manufacture to order of items from our standard catalogue does not make a product personalised for these purposes.
Should personalised or made-to-measure products be added in the future, this will be expressly and prominently indicated on the product page before the order is placed.
4. How to exercise the right
To exercise the right of withdrawal, communicate your decision by an unequivocal statement addressed to info@shelldiamonds.com, or by using the withdrawal form in the Annex below (its use is not mandatory). It is sufficient for the communication to be sent before the 14-day period expires. We will acknowledge receipt on a durable medium without undue delay.
5. Procedure and return address
Once you have communicated your withdrawal, you must return the goods without undue delay and, in any event, within a maximum of fourteen (14) calendar days from that communication, to the following address:
For the attention of: Zi Liang, tel. +86 159 1606 5616.
Products must be returned in their original condition, case or packaging, accompanied by the gemological certificate delivered with the item. The absence of the certificate does not prevent withdrawal, but may give rise to the reduction in value described in section 7. We will provide you with the instructions and shipping documentation needed for the collection and dispatch of your return.
6. Return costs
The direct cost of returning the goods is borne in full by GENESIS LAB, S.L. You will not have to pay any amount for return carriage, which we arrange by scheduled collection or by a prepaid shipping label.
7. Condition of the products
You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way as would be permitted in a physical shop. You will be liable for any diminished value resulting from handling other than as indicated. By way of guidance, continued use of the item, its modification, resizing, engraving, cleaning with abrasive products, or any alteration of the setting or the stone will not be considered permissible handling.
8. Refund
We will refund all payments received from you, including standard delivery costs, without undue delay and, in any event, within fourteen (14) calendar days of the date we were informed of your decision to withdraw. The refund is made by the same means of payment you used, unless you expressly agree otherwise, and will never generate any cost for you. Additional costs from choosing a delivery method other than the least expensive standard option will not be refunded. We may withhold the refund until we have received the goods, or until you provide proof of having returned them, whichever occurs first.
9. Import taxes and charges
Because products are dispatched from outside the European Union, you may have paid, at the time of delivery, import VAT, applicable customs duties and customs clearance handling fees charged by the carrier, on the terms notified before the order was placed.
These amounts are not received by GENESIS LAB, S.L. and do not form part of the refund payable by us in the event of withdrawal. You may apply to the customs authority of the country of import for their refund upon re-export of the item; we will provide you with the return documentation necessary for that procedure.
10. Partial returns of discounted orders
Where an order benefited from a discount, promotion or offer conditional on a minimum amount or on the purchase of several items, and you return only part of the products, the discount will be recalculated on the products you retain.
If, after the return, the order no longer meets the conditions of the promotion, the refunded amount will be adjusted by deducting the promotional benefit that no longer applies. This rule is communicated clearly on the relevant promotion’s page and does not affect your right to withdraw from the entire order and obtain a full refund.
11. Non-conforming or damaged products
This Policy governs free withdrawal without the need to give reasons. Where the product delivered does not conform to the contract, is defective, or arrives damaged, you have the rights recognised in our Warranty Policy, which are independent of and additional to the right of withdrawal and are not subject to the fourteen-day period.
The risk of loss of or damage to the goods passes to you only when you, or a third party you indicate other than the carrier, acquire physical possession of them. Consequently, loss, theft or damage during transport is borne by us.
12. Customer service and complaints
You may address any enquiry or complaint to info@shelldiamonds.com or the WhatsApp channel indicated on the website. We will acknowledge receipt of complaints and handle them as promptly as possible. If you are resident in the European Union, you may also contact the national alternative consumer dispute resolution bodies or the European Consumer Centres Network.
Annex — Withdrawal form
Complete and send this form only if you wish to withdraw from the contract. Its use is not mandatory — you may instead email us your decision directly (see section 4). Print this page, fill it in and send it to the address below or as an email attachment.
To: GENESIS LAB, S.L., C/ Pompeu Fabra 2, bajos, 07004 Palma (Illes Balears), Spain. Email: info@shelldiamonds.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Shell Diamonds is operated by GENESIS LAB, S.L., N.I.F. B24953887, C/ Pompeu Fabra 2, bajos, 07004 Palma de Mallorca (Illes Balears), Spain.