RETURNS AND EXCHANGES POLICY
This Returns and Exchanges Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
You have the right to cancel the contract created by our written order confirmation without giving any reason 30 days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order. If you are a customer based in the European Union, the United Kingdom or the European Economic Area and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.
Products that have been purchased through the Sales Channels may only be returned to our Cartier e-boutique distribution center at the address of our Returns Department, as provided in our FAQs section through our Client Relations Center, or if available to selected eJewels retail boutiques, in accordance with these Conditions of Sale.
Products that have not been purchased through the Sales Channels may NOT be returned to our e-boutique distribution center.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only merchandise received by our eJewels center will be eligible for a refund or exchange. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.
You may be able to return the product to a eJewels retail boutique in the country where your product was delivered. Please refer to our FAQs or call the Client Relations Center for further details. You may be asked to provide information about the products for us to make a first assessment of the condition of these products.
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original eJewels box and delivery package, including all accessories and documents. For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control (“QC”) by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
Failure to comply with these Conditions of Sale will entitle us to refuse the returned product and send it back to you, at your own cost.
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes, without limitation, products that have been engraved or embossed.
Writing instruments that have been filled with ink, as well as bottles and refills that have been opened, cannot be returned to us.
Cosmetic products that have been opened or for which their original seal has been removed cannot be returned to us. Cosmetic products must be returned unused, unopened and with their original seal otherwise we will not accept them. Please note, fragrance and aerosols are final sale and may not be returned.
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by the eJewels center. Initial shipping charges will be refunded, except where you had originally opted for a non-standard delivery, in which cases the supplemental costs will be non-refundable.
You may return a product purchased through the Sales Channels for exchange with another eJewels product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the eJewels center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
Should a product be returned for exchange to a participating eJewels retail boutique for exchange with a less expensive product, you will be refunded the price difference using the same means of payment as used by you when purchasing the product.
