Returns, Cancellations & Consumer Rights
Last updated: August 2026
This Returns, Cancellations & Consumer Rights Policy explains the rules applicable to returns, cancellations, statutory withdrawal rights, personalised and bespoke jewelry, lack of conformity and other consumer remedies.
It should be read together with the Tatiana Marques Jewelry Terms & Conditions, Shipping & Delivery Policy, and any individual Bespoke Design Agreement, Jewelry Proposal or other project documentation applicable to the order.
Nothing in this Policy limits or excludes mandatory consumer rights.
1. GENERAL PRINCIPLE
Tatiana Marques Jewelry creates jewelry through different commercial models, including ready to ship pieces, made to order pieces, personalised jewelry, bespoke commissions, One of a Kind pieces, bridal jewelry, repairs, alterations and transformation of client owned materials.
The right to return, cancel or withdraw from a contract therefore depends on the nature of the order, the stage of the project and the applicable law.
A voluntary commercial return policy is distinct from mandatory statutory consumer rights.
A customer's right to withdraw from an eligible distance contract is also distinct from the legal remedies available where a product lacks conformity with the contract.
2. CHANGE OF MIND AND LACK OF CONFORMITY ARE DIFFERENT
A change of mind occurs where the jewelry corresponds to the contract but the customer later decides that they no longer want it.
A lack of conformity occurs where the jewelry does not satisfy the legally required or contractually agreed characteristics.
These situations are governed by different rules.
The personalised goods exception to the statutory right of withdrawal does not remove the consumer's legal rights where a piece lacks conformity. Portuguese law separately regulates the withdrawal right for distance contracts and the remedies available for lack of conformity.
3. STATUTORY RIGHT OF WITHDRAWAL FOR ELIGIBLE DISTANCE CONTRACTS
Consumers who enter into eligible contracts at a distance or outside a business establishment may have a statutory right to withdraw from the contract without giving a reason.
For most eligible distance sales of goods in Portugal, the withdrawal period is 14 days, calculated in accordance with the rules established by Decree Law No. 24/2014.
The exact starting point depends on the nature of the contract and delivery arrangement.
Where the statutory right applies, the customer must communicate the decision to withdraw within the applicable legal period.
The customer may use the statutory withdrawal form made available by Tatiana Marques Jewelry or make another unequivocal statement clearly communicating the decision to withdraw.
4. GOODS EXCLUDED FROM THE STATUTORY RIGHT OF WITHDRAWAL
Unless the parties expressly agree otherwise, Portuguese consumer law excludes the statutory withdrawal right for the supply of goods made according to the consumer's specifications or clearly personalised.
This exception may apply to jewelry including, depending on the individual order:
bespoke jewelry;
custom designed pieces;
personalised jewelry;
engraved jewelry;
pieces manufactured in a customer selected specification;
rings or other pieces individually produced to personal sizing where the circumstances amount to manufacture according to the customer's specifications;
pieces incorporating gemstones specifically selected or sourced for that customer;
jewelry incorporating client owned gold, gemstones or other materials;
and other pieces made specifically for an individual client's requirements.
Whether a particular order falls within the legal personalised goods exception depends on the circumstances and applicable law.
Tatiana Marques Jewelry will not rely on the personalised goods exception to remove legal remedies for lack of conformity.
5. BESPOKE JEWELRY
Bespoke jewelry is individually developed for a client through a dedicated creative and technical process.
Once a bespoke piece has entered design, sourcing or production, significant professional time, creative work, materials and specialist costs may already have been committed.
Where the finished goods fall within the legal exception for goods made according to the consumer's specifications or clearly personalised, the ordinary statutory change of mind withdrawal right does not apply, subject always to mandatory law.
Bespoke jewelry remains fully subject to the consumer's statutory conformity rights.
6. MADE TO ORDER JEWELRY
Made to order does not automatically mean One of a Kind or bespoke.
A made to order piece may be an existing Tatiana Marques Jewelry design manufactured after the order is placed.
The applicable withdrawal rights depend on whether the specific order qualifies under the law as a standard distance sale or as goods manufactured according to the customer's specifications or clearly personalised.
Where a made to order piece has not been individually personalised and the statutory withdrawal right legally applies, Tatiana Marques Jewelry will respect that right.
7. PERSONALISED JEWELRY
Personalisation may include engraving, individual sizing, modifications to an existing design, individually chosen gemstones or materials, and other specifications requested by the customer.
Where the resulting piece qualifies as clearly personalised or manufactured according to the consumer's specifications, the statutory withdrawal exception may apply.
A personalised piece that lacks conformity remains protected by statutory consumer law.
8. ONE OF A KIND PIECES
A One of a Kind piece is a singular finished creation expressly designated as such by Tatiana Marques Jewelry.
The fact that a piece is One of a Kind does not by itself remove an otherwise applicable statutory withdrawal right.
Where a One of a Kind piece is purchased as an already completed standard item at a distance and is not personalised for the purchaser, the ordinary statutory withdrawal rules may apply.
Where the piece is subsequently altered, resized, engraved or otherwise personalised at the purchaser's request, the legal position may differ.
9. READY TO SHIP AND NON PERSONALISED GOODS
Where a consumer purchases an eligible, non personalised, ready to ship product at a distance, the statutory withdrawal right will apply where required by law.
The consumer should communicate the decision to withdraw within the statutory period.
After valid withdrawal, the return process and reimbursement will be handled in accordance with applicable consumer law.
10. SERVICES AND THE DESIGN FEE
The Design Fee relates to creative and professional services.
Where a service contract is entered into at a distance, the customer may have a statutory withdrawal right during the applicable period.
If the customer expressly requests that the service begin before the withdrawal period has expired, performance may begin in accordance with the legal requirements.
If the customer subsequently exercises a valid withdrawal right after expressly requesting early performance, the customer may be required to pay an amount proportionate to the services already performed, where the statutory conditions are satisfied.
Where the service has been fully performed after the consumer's prior express consent and the consumer has acknowledged the loss of the withdrawal right upon full performance, the statutory right may cease in accordance with Article 17 of Decree Law No. 24/2014.
The Design Fee is therefore not automatically refundable merely because the customer later decides not to continue the bespoke project.
11. CANCELLATION BEFORE PRODUCTION
Where a project is cancelled before production begins, the consequences depend on the work already performed and the nature of the contract.
Tatiana Marques Jewelry will consider, where relevant:
design work already completed;
the Design Fee;
gemstones already reserved or purchased;
precious metals or components specifically acquired for the project;
specialist services already commissioned;
non recoverable supplier commitments;
and any applicable statutory consumer rights.
Where no statutory withdrawal right applies and Tatiana Marques Jewelry has already incurred project specific costs or performed agreed services, those amounts are not automatically refundable.
12. CANCELLATION AFTER PRODUCTION HAS BEGUN
Once handcrafting or production has begun, cancellation may result in substantial non recoverable work and material commitments.
A request to cancel does not automatically undo:
work already performed;
precious metal already processed;
gemstones already purchased or set;
client materials already transformed;
specialist work already commissioned;
hallmarking procedures already initiated;
or other costs already incurred.
Any amount legally payable following cancellation will be determined according to the contract, project stage and applicable law.
Mandatory consumer rights remain unaffected.
13. REQUESTS TO SUSPEND A PROJECT
A request to suspend work does not necessarily allow a technical operation already underway to stop immediately.
Jewelry may be in an intermediate state during processes such as dismantling, resizing, soldering, polishing, plating, refining, setting or finishing.
Where necessary to preserve the piece, avoid technical damage or complete an irreversible stage safely, Tatiana Marques Jewelry may complete that technical stage before suspension.
The customer remains responsible for amounts legally due in connection with work already performed, subject to applicable law.
14. CLIENT DELAYS AND ABANDONED OR DORMANT PROJECTS
Where a project cannot progress because the client has not provided approval, measurements, materials, reference images, payment or another required response, the project may be placed on hold.
A prolonged client delay may affect production availability, supplier pricing, gemstone availability and precious metal costs.
Where work later resumes, updated pricing or timing may be required where legally permitted.
A client delay does not automatically cancel the contract or create a right to refund work already performed.
15. HOW TO EXERCISE AN ELIGIBLE WITHDRAWAL RIGHT
Where a statutory withdrawal right applies, the consumer should communicate the decision clearly to:
Tatiana Marques Jewelry
Email: geral@tatianamarquesjewelry.com
The communication should preferably include:
the customer's name;
order number or project reference;
the item concerned;
the date of order or delivery;
and a clear statement that the consumer wishes to withdraw from the contract.
The consumer may also use the statutory model withdrawal form where applicable.
The exercise of the withdrawal right is not dependent on using a particular wording, provided that the decision to withdraw is unequivocal.
16. RETURN AUTHORISATION
Customers should contact Tatiana Marques Jewelry before sending any item back.
This allows Tatiana Marques Jewelry to provide the appropriate return address, shipping instructions and any necessary security requirements.
Fine jewelry, gemstones and precious metals should not be sent to an address without prior confirmation.
A request to contact Tatiana Marques Jewelry before return does not remove or restrict a valid statutory withdrawal right.
17. CONDITION OF GOODS RETURNED FOLLOWING WITHDRAWAL
Where an eligible statutory withdrawal right applies, the consumer may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning.
Where handling goes beyond what would reasonably be permitted in a physical retail environment and causes a reduction in value, the consumer may be responsible for that diminished value in accordance with applicable law.
The customer should therefore return jewelry with reasonable care and, where available, include the original presentation materials, documentation and accessories.
The absence of original packaging does not, by itself, extinguish a statutory withdrawal right where the law provides otherwise.
18. RETURN SHIPPING FOLLOWING CHANGE OF MIND
Where an eligible statutory withdrawal right is exercised, responsibility for direct return costs will follow the precontract information supplied and applicable law.
Where the customer is legally responsible for direct return costs, the return should use an appropriate, traceable and insured method suitable for valuable jewelry.
Where the law requires Tatiana Marques Jewelry to bear the relevant cost, the customer will not be charged that cost.
The rules applicable to defective or non conforming goods are different and are addressed below.
19. REFUNDS FOLLOWING VALID WITHDRAWAL
Where a valid statutory withdrawal right is exercised, Tatiana Marques Jewelry will reimburse the amounts required by law within the applicable legal period.
The reimbursement procedure, including any permitted withholding until the goods are returned or evidence of return is provided, will follow Decree Law No. 24/2014.
Any additional delivery cost resulting from the consumer's choice of a more expensive delivery method than the least expensive standard delivery method offered by Tatiana Marques Jewelry may be treated as provided by law.
20. REFUND METHOD
Where legally required, reimbursement will normally be made using the same payment method used for the original transaction unless another method is expressly agreed and does not result in additional costs to the consumer.
Processing times imposed by banks, card networks or payment providers are outside the direct control of Tatiana Marques Jewelry.
21. EXCHANGES
Tatiana Marques Jewelry does not guarantee a general commercial exchange right for all jewelry.
Where a non personalised item is eligible for withdrawal, a customer may exercise the statutory withdrawal right and place a new order, unless Tatiana Marques Jewelry expressly offers an exchange process.
Bespoke, personalised or client specific pieces are not ordinarily exchangeable merely because the client changes their mind where the statutory personalised goods exception applies.
This does not affect statutory remedies for lack of conformity.
22. GIFT PURCHASES
Where jewelry is purchased as a gift, the contractual rights generally belong to the contracting purchaser unless applicable law provides otherwise.
A gift recipient should contact Tatiana Marques Jewelry if a return, adjustment or service is required.
For security, payment and data protection reasons, certain actions may require involvement or authorisation from the original purchaser.
23. RING SIZE AND FIT
A ring produced in the size supplied or approved by the customer is not automatically non conforming merely because the customer's preferred fit later changes.
Finger size can vary due to temperature, pregnancy, swelling, medication, weight changes and other physiological factors.
Where the piece corresponds to the agreed size but requires later adjustment because of customer measurement, preference or physical change, resizing may be treated as a separate paid service.
Where the finished piece does not correspond to the size actually agreed, the statutory conformity rules apply.
24. COLOUR, NATURAL MATERIALS AND HANDCRAFTED VARIATION
A return or conformity claim will be assessed according to the agreed specifications and legal conformity standards.
Natural variation in gemstones, pearls and handcrafted work does not automatically constitute a defect.
Likewise, minor differences caused by handcrafted production, lighting or screen representation do not automatically amount to lack of conformity where the finished piece corresponds materially to the approved design and contractual specifications.
This does not excuse workmanship or materials that fail to meet the agreed or legally required standard.
25. LEGAL GUARANTEE
Consumer goods supplied by Tatiana Marques Jewelry are protected by the legal guarantee regime applicable under Portuguese consumer law.
Under Decree Law No. 84/2021, the professional is generally responsible for lack of conformity in movable goods that becomes apparent within three years from delivery.
The statutory guarantee is not a voluntary commercial warranty and does not depend on the customer purchasing additional cover.
Any voluntary service, care programme or commercial aftercare offered by Tatiana Marques Jewelry is separate from these statutory rights.
26. PRESUMPTION DURING THE FIRST TWO YEARS
For movable goods, a lack of conformity that becomes apparent within the first two years following delivery is generally presumed to have existed at the time of delivery, unless that presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
The applicable evidential rules after that period are determined by law.
27. NO SHORT CONTRACTUAL COMPLAINT DEADLINE
Tatiana Marques Jewelry recommends that any problem be reported promptly after it is discovered, particularly where continued wear may aggravate the issue.
However, this recommendation does not create an artificial seven day, fourteen day or similar contractual deadline that removes statutory conformity rights.
Decree Law No. 84/2021 removed the former requirement for the consumer to notify a defect within a short period after discovering it.
28. WHAT MAY CONSTITUTE A LACK OF CONFORMITY
Depending on the individual facts, lack of conformity may include circumstances where the piece:
does not correspond to the agreed design or description;
is made from a materially different metal than agreed;
contains a different gemstone from the one approved;
does not correspond to an agreed size or essential specification;
has a manufacturing or workmanship problem existing at delivery;
or otherwise fails the statutory conformity requirements.
Each case is assessed individually.
29. WHAT IS NOT AUTOMATICALLY A LACK OF CONFORMITY
The following do not automatically establish lack of conformity:
normal wear;
surface scratching arising through ordinary use;
gradual loss of polish;
normal wear of rhodium or plating;
accidental impact;
bending, crushing or pulling;
chemical damage;
damage caused by inappropriate cleaning;
damage caused by use contrary to care guidance;
stone damage resulting from an external impact;
changes in finger size;
client supplied incorrect measurements;
inherent characteristics of natural gemstones;
known pre existing weaknesses in client supplied materials;
or damage caused by unauthorised third party intervention.
The cause and circumstances must be assessed before a technical conclusion is reached.
30. REPORTING A POSSIBLE LACK OF CONFORMITY
A customer who believes that jewelry lacks conformity should contact Tatiana Marques Jewelry and provide enough information for the issue to be assessed.
Tatiana Marques Jewelry may request:
photographs or videos;
a description of the issue;
the date the issue was first noticed;
information about how the piece was being used;
details of any impact, incident, repair or intervention;
and relevant project or purchase documentation.
These requests are intended to facilitate technical assessment and do not remove statutory rights.
31. INSPECTION OF THE JEWELRY
Tatiana Marques Jewelry may require physical inspection before determining whether an issue constitutes lack of conformity and what remedy is appropriate.
In the case of repair or replacement under the statutory regime, the consumer must make the goods available to the professional, at the professional's expense.
Where continued use may worsen the problem, the customer should stop wearing the jewelry until it has been assessed.
32. REPAIR OR REPLACEMENT
Where lack of conformity is established, Portuguese law provides for restoration of conformity through repair or replacement, subject to the statutory rules governing proportionality, impossibility and the individual circumstances.
The consumer may choose between repair and replacement except where the chosen remedy is impossible or would impose disproportionate costs compared with the alternative, taking into account the legally relevant circumstances.
Where legally permissible and technically appropriate, Tatiana Marques Jewelry favours preservation and repair of the original handcrafted piece.
This preference does not override the consumer's mandatory statutory choices.
33. FREE OF CHARGE
Repair or replacement carried out as a statutory conformity remedy is provided free of charge to the consumer in accordance with applicable law.
This includes costs that the law requires the professional to bear in order to restore conformity.
A consumer will not be charged for correcting a lack of conformity for which Tatiana Marques Jewelry is legally responsible.
34. TIME FOR REPAIR OR REPLACEMENT
Repair or replacement must be completed within a reasonable period and without serious inconvenience to the consumer.
Under Portuguese law, the period should ordinarily not exceed 30 days, except where the nature or complexity of the goods, the seriousness of the lack of conformity and the work required justify a longer period.
Complex bespoke jewelry, gemstone sourcing, specialist craftsmanship or legally required hallmarking may be relevant when determining what period is reasonable in a particular case.
35. ADDITIONAL GUARANTEE AFTER REPAIR
Where a consumer good is repaired under the statutory conformity regime, Portuguese law provides an additional guarantee period of six months for each repair, up to the statutory maximum of four repairs.
Where a good is replaced, the statutory regime applicable to the replacement begins in accordance with the law.
36. RIGHT OF REJECTION DURING THE FIRST 30 DAYS
Where lack of conformity becomes apparent within 30 days after delivery, Portuguese law provides a specific right of rejection.
In those circumstances, the consumer may request immediate replacement of the goods or termination of the contract.
This statutory right applies independently of Tatiana Marques Jewelry's preference to preserve or repair handcrafted pieces.
The existence of a complaint within 30 days does not in itself establish that a lack of conformity exists; the alleged lack of conformity may still require factual and technical assessment.
37. PRICE REDUCTION OR TERMINATION OF THE CONTRACT
Portuguese law also provides circumstances in which the consumer may be entitled to a proportionate price reduction or termination of the contract.
These may arise, for example, where repair or replacement has not been properly completed, is refused where legally permitted, cannot reasonably be completed, the lack of conformity reappears, another lack of conformity occurs, or the seriousness of the lack of conformity justifies the relevant remedy.
The statutory requirements applicable to each remedy will be respected.
38. MINOR LACK OF CONFORMITY
Where the applicable legislation prevents termination of the contract for a minor lack of conformity, that statutory limitation applies.
Tatiana Marques Jewelry will not characterise an issue as minor merely to avoid a legally available remedy.
The assessment depends on the nature and significance of the lack of conformity.
39. BESPOKE JEWELRY AND CONFORMITY RIGHTS
The fact that a piece is bespoke, personalised, engraved, made to order or created using client owned materials does not remove statutory conformity rights.
The personalised goods exception relates to the ordinary change of mind withdrawal right, not to the consumer's right to receive goods conforming to the contract.
Bespoke jewelry will therefore be assessed against the agreed specifications, approved design and applicable legal conformity requirements.
40. CLIENT APPROVAL AND CONFORMITY
Approval of a design, gemstone, engraving, size or other specification is relevant when determining what the parties agreed.
Where the finished piece correctly corresponds to a specification knowingly approved by the client, dissatisfaction with that approved specification does not automatically establish lack of conformity.
Approval does not, however, waive defects in manufacture or other mandatory conformity requirements that remain the responsibility of Tatiana Marques Jewelry.
41. CUSTOMER SUPPLIED REFERENCE IMAGES
Reference images materially relevant to a bespoke result should be supplied digitally or otherwise documented before final approval.
Where a reference was shown only informally but was never supplied, retained or expressly incorporated into the agreed specification, its role in determining conformity may be limited.
Tatiana Marques Jewelry does not reproduce unauthorised replicas of third party designs.
42. CLIENT OWNED GOLD AND MATERIALS
Where jewelry incorporates client owned gold, gemstones or other materials, cancellation and conformity issues may require consideration of both the professional work performed and the client's ownership of the supplied materials.
Unused client owned material remains the client's property, excluding normal and unavoidable technical losses as described in the Terms & Conditions.
A cancellation does not transfer ownership of unused client materials to Tatiana Marques Jewelry.
Where materials have already been transformed, alloyed, refined, cut, set or otherwise incorporated into a bespoke piece, physical reversal may be impossible or disproportionate.
The applicable legal consequences will depend on the circumstances and mandatory law.
43. CLIENT SUPPLIED GEMSTONES
Tatiana Marques Jewelry is not automatically responsible for deterioration or breakage caused by an undisclosed pre existing fracture, treatment, weakness or other characteristic of a client supplied gemstone.
Where a problem results from workmanship or handling for which Tatiana Marques Jewelry is legally responsible, statutory rights remain unaffected.
44. REPAIRS AND ALTERATIONS OF EXISTING JEWELRY
Repairs and alterations are assessed in light of the condition of the existing piece and the specific service contracted.
A successful repair does not create a general guarantee over every unrelated component of an older or third party manufactured piece.
For example, repairing one solder joint does not automatically make Tatiana Marques Jewelry responsible for unrelated pre existing wear elsewhere in the piece.
Any conformity obligation concerning the service actually performed remains applicable.
45. THIRD PARTY INTERVENTION
Where jewelry has been repaired, resized, polished, soldered, plated, altered or otherwise intervened upon by a third party after delivery, that intervention may affect the assessment of cause and responsibility.
Tatiana Marques Jewelry is not responsible for damage caused by third party intervention.
A third party intervention does not automatically remove statutory rights relating to an unrelated lack of conformity for which Tatiana Marques Jewelry remains legally responsible.
46. COMMERCIAL REPAIRS OUTSIDE THE LEGAL GUARANTEE
Where a problem is caused by normal wear, accident, misuse, changed sizing needs or another circumstance not covered by the statutory conformity regime, Tatiana Marques Jewelry may offer a paid repair or maintenance service.
Any quote for such work will be provided separately where appropriate.
47. REFUNDS AFTER TERMINATION FOR LACK OF CONFORMITY
Where the consumer validly terminates a contract due to lack of conformity, reimbursement and return of the goods will be handled according to Decree Law No. 84/2021.
Tatiana Marques Jewelry will not impose a commercial cancellation fee where the law requires full statutory reimbursement.
For bespoke pieces incorporating client owned materials, any return of client property or other consequences will be handled according to the legal nature of those materials and the particular circumstances.
48. ORIGINAL GEMSTONE OR MATERIAL MAY NOT BE REPLACEABLE
Certain natural gemstones, One of a Kind stones, inherited materials or client supplied gemstones may be individually unique.
Where replacement is a statutory option but an identical material is genuinely unavailable, the legal rules concerning impossibility, proportionality and alternative remedies will apply.
Tatiana Marques Jewelry may propose a technically and aesthetically appropriate alternative, but any required customer approval or statutory choice remains respected.
49. REFUSAL TO ACCEPT A NON STATUTORY RETURN
Where no statutory withdrawal right applies and the jewelry conforms to the contract, Tatiana Marques Jewelry is not required to accept a return merely because the customer changes their mind.
This is particularly relevant to bespoke and clearly personalised pieces.
Tatiana Marques Jewelry may nevertheless make a discretionary commercial accommodation in an individual case.
Any such accommodation does not create a general precedent or contractual right for other orders.
50. RETURNING JEWELRY SAFELY
Any jewelry returned to Tatiana Marques Jewelry should be packaged securely and according to any return instructions provided.
Fine jewelry should not be sent in an untracked or unsuitable manner.
Where Tatiana Marques Jewelry is legally responsible for arranging or paying for the return, appropriate instructions will be provided.
Where the customer independently arranges a voluntary return at their own responsibility and cost, they should use tracking and insurance appropriate to the value of the jewelry.
51. CERTIFICATES AND DOCUMENTATION
Where a piece is returned, the customer may be asked to return any Certificate of Authenticity, independent gemological report, presentation documentation or accessories supplied specifically with that piece where reasonably relevant to the return.
A gemological report associated with an individually identified gemstone should remain with that gemstone.
Loss of documentation will be considered according to the nature of the return and applicable law and will not be used to unlawfully remove statutory rights.
52. GIFT CARDS AND STORE CREDIT
Where Tatiana Marques Jewelry offers gift cards, vouchers or store credit, any specific validity and use conditions will be disclosed at the time of purchase or issue and must comply with applicable law.
A store credit is not a substitute for a monetary refund where the consumer is legally entitled to reimbursement.
53. REFUNDS AND OUTSTANDING AMOUNTS
Where a customer has outstanding amounts due on the same contract, any financial reconciliation will be carried out in accordance with applicable law.
Tatiana Marques Jewelry will not use an unrelated disputed amount to unlawfully prevent a statutory refund.
Similarly, the existence of a complaint does not automatically extinguish amounts lawfully due for unrelated or conforming work.
54. CUSTOMER COOPERATION
Both parties are expected to cooperate reasonably in resolving a conformity issue.
This may include:
providing relevant information;
making the jewelry available for inspection where required;
following reasonable return instructions;
avoiding continued use likely to worsen damage;
and allowing the legally applicable remedy to be carried out.
Tatiana Marques Jewelry will similarly cooperate in good faith, assess the issue professionally and provide the remedy required by law where responsibility is established.
55. COMMUNICATION AND EVIDENCE
For clarity and protection of both parties, return, cancellation and conformity communications should preferably be made in writing.
Tatiana Marques Jewelry may keep relevant photographs, inspection records, correspondence, repair documentation and other project records in accordance with applicable data protection law.
The requirement or preference for written communication does not prevent a consumer from exercising statutory rights through another legally valid method.
56. COMPLAINTS AND DISPUTE RESOLUTION
If a customer disagrees with Tatiana Marques Jewelry's assessment or proposed resolution, they may submit a formal written complaint.
Consumers may also have access to applicable consumer Alternative Dispute Resolution mechanisms under Portuguese law. Law No. 144/2015 establishes the Portuguese framework for consumer ADR in disputes between consumers and providers of goods or services.
Further information will be provided in the separate Complaints & Alternative Dispute Resolution page.
57. RELATIONSHIP WITH THE TERMS & CONDITIONS
This Policy supplements the Tatiana Marques Jewelry Terms & Conditions.
Where a specific Bespoke Design Agreement, Jewelry Proposal or other project document contains individual conditions, those conditions are read together with this Policy and the Terms & Conditions.
No project document or policy may remove mandatory consumer rights.
58. CHANGES TO THIS POLICY
Tatiana Marques Jewelry may update this Policy to reflect changes in law, services or business practices.
The rules applicable to a particular contract remain those legally applicable to that contract at the relevant time.
A later policy change will not retrospectively remove rights already acquired by a consumer.
59. CONTACT
For questions concerning a return, cancellation, conformity issue or consumer right, please contact:
Tatiana Marques Jewelry
Fairies Ceremony Unipessoal Lda.
Email: geral@tatianamarquesjewelry.com
Telephone / WhatsApp: +351 966 690 768
Website: www.tatianamarquesjewelry.com
Please contact Tatiana Marques Jewelry before sending any jewelry or materials.