Refund policy

Returns, Refunds and Right of Withdrawal Policy

Last updated: 19 July 2026

1. Scope

This Policy applies to products purchased from Tatiana Marques Jewelry through our website or another distance-selling channel.

It explains:

  • the statutory right of withdrawal applicable to eligible products;

  • the return procedure;

  • the condition in which products must be returned;

  • refund procedures;

  • exclusions applicable to bespoke and personalized jewelry; and

  • the distinction between a change-of-mind return and a claim relating to lack of conformity.

Nothing in this Policy limits any mandatory consumer rights.

2. Statutory right of withdrawal

A consumer who purchases an eligible, non-personalized product at a distance generally has the right to withdraw from the contract without providing a reason within 14 calendar days.

For a sales contract, the withdrawal period normally begins on the day after the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the product.

Where several products forming part of the same order are delivered separately, the period normally begins after physical possession of the last product.

3. How to exercise the right of withdrawal

To exercise the right of withdrawal, the customer must communicate an unequivocal decision before the applicable deadline.

The request should be sent to:

Fairies Ceremony - Unipessoal Lda.
Trading as Tatiana Marques Jewelry
Email: geral@tatianamarquesjewelry.com

The customer may use the Model Withdrawal Form included at the end of this Policy, but its use is not mandatory.

The communication should preferably include:

  • the customer’s full name;

  • the order number;

  • identification of the product;

  • the date on which it was received; and

  • a clear statement that the customer wishes to withdraw from the contract.

Where available, the customer may also submit a return or cancellation request electronically through their customer account. A request submitted through the customer account will be reviewed in accordance with the eligibility rules displayed for the order and this Policy. Submitting a cancellation request does not guarantee that an order can be cancelled where production, personalization or another irreversible service has already begun. Mandatory withdrawal and conformity rights remain unaffected.

4. Prior return authorization and secure instructions

No jewelry, precious metal, gemstone, pearl or other valuable material should be sent before the customer receives written return instructions from Tatiana Marques Jewelry.

After receiving the withdrawal request, we will provide by email:

  • the approved return method;

  • packaging requirements;

  • any required documentation; and

  • the secure location designated for receipt.

The return location may be:

  • a carrier pickup point;

  • a carrier branch;

  • an operational address; or

  • another secure location communicated individually.

It may not correspond to the company’s registered office or private studio.

This procedure exists for security and transport-control purposes and does not restrict the customer’s statutory rights.

5. Return deadline

Unless Tatiana Marques Jewelry has offered to collect the product, the customer must return it without undue delay and no later than 14 calendar days after communicating the decision to withdraw.

The deadline is met when the product is dispatched before the end of that 14-day period.

6. Return shipping costs

Where the return results solely from a change of mind, the customer bears the direct cost of returning the product, unless Tatiana Marques Jewelry expressly agrees otherwise.

Because jewelry may be valuable, the customer may be required to use a secure, trackable and appropriately protected return method approved by Tatiana Marques Jewelry.

Where the return concerns:

  • an incorrect product;

  • damage attributable to the original shipment; or

  • a confirmed lack of conformity,

Tatiana Marques Jewelry will organize or bear the appropriate return or collection costs as required by applicable law.

7. Condition of returned products

The customer may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way as would normally be permitted in a physical store.

The customer may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for that inspection.

The product should be returned with all items originally supplied, where applicable, including:

  • presentation packaging;

  • certificates;

  • authenticity documents;

  • care materials;

  • accessories; and

  • accompanying documentation.

The absence of the original packaging does not automatically remove a statutory right of withdrawal. However, any actual damage, loss or reduction in value caused by inadequate packaging, incomplete return or excessive handling may be taken into consideration.

8. Packaging the return

The customer must follow the packaging instructions provided by Tatiana Marques Jewelry.

The product must be appropriately protected against:

  • impact;

  • movement inside the package;

  • moisture;

  • crushing;

  • opening; and

  • unauthorized access.

Tatiana Marques Jewelry is not responsible for loss or damage caused by a return method independently selected by the customer contrary to the written instructions provided, subject to applicable law.

9. Refunds

Where the right of withdrawal is valid, Tatiana Marques Jewelry will refund the payments legally due without undue delay and within the applicable statutory period.

The refund may be withheld until:

  • the returned product has been received; or

  • the customer provides evidence that the product has been sent,

whichever occurs first.

The refund will normally be made using the same payment method used for the original transaction, unless the customer expressly agrees to another method and does not incur additional charges as a result.

The time required for the amount to appear in the customer’s account may depend on the bank, card issuer, payment provider or financing provider.

10. Original delivery costs

Where required by law, the refund will include the cost of the least expensive standard delivery method offered for the original order.

Any additional amount paid because the customer selected a more expensive or expedited delivery method does not have to be refunded.

Import duties, customs charges or taxes paid directly to authorities or third parties are not amounts received by Tatiana Marques Jewelry and may need to be reclaimed from the relevant authority.

11. Products excluded from the ordinary right of withdrawal

The ordinary right of withdrawal does not apply where the law excludes it, including goods:

  • made according to the customer’s specifications; or

  • clearly personalized.

Depending on the individual order, this may include jewelry:

  • designed exclusively for the customer;

  • manufactured according to an individually approved bespoke design;

  • engraved with names, dates, initials, messages or symbols;

  • materially altered at the customer’s request;

  • incorporating customer-supplied gold, gemstones, pearls or other materials;

  • created according to individually selected dimensions or specifications that prevent ordinary resale; or

  • otherwise clearly personalized.

A product is not excluded merely because it is described as “made to order”. The exclusion applies only where the particular product is legally considered to have been made according to the customer’s specifications or clearly personalized.

Where the exclusion applies, the customer will be informed before the contract is concluded.

This exclusion does not affect the customer’s rights where the product lacks conformity with the contract.

12. One-of-a-kind jewelry

A one-of-a-kind jewel that has already been completed and has not been altered or personalized for the customer may remain eligible for the statutory right of withdrawal.

Its status as a unique physical piece does not, by itself, remove mandatory withdrawal rights.

Any agreed engraving, resizing or other individual alteration carried out before delivery may change the legal treatment of the product, depending on the nature of that alteration.

13. Bespoke design services

The Design Development Fee relates to a design service rather than the physical jewel.

Where the customer expressly requests that the design service begin before the end of the statutory withdrawal period and subsequently withdraws, the customer may be required to pay an amount proportionate to the service already provided.

Where the design service has been fully performed after the customer’s prior express consent and acknowledgment of the consequences, the right to withdraw from the completed service may cease in accordance with applicable law.

14. Voluntary cancellation of bespoke commissions

Where no statutory withdrawal right applies, a request to cancel a bespoke or personalized commission will be considered individually.

Any voluntary refund offered may take into account:

  • the Design Development Fee;

  • consultations and design work already completed;

  • gemstones, pearls or materials ordered specifically for the project;

  • precious metal purchased or prepared for the project;

  • external specialist services;

  • work already performed;

  • irreversible production stages;

  • administrative expenses; and

  • other costs that cannot reasonably be recovered.

No voluntary cancellation is effective until confirmed in writing by Tatiana Marques Jewelry.

15. Changes of size or specification

A request to change a ring size, length, engraving, stone, finish or another specification after delivery is not treated as a return where the product was correctly produced according to the customer’s approved instructions.

Such a request may be treated as a new, chargeable service.

This does not apply where the discrepancy results from an error by Tatiana Marques Jewelry or another lack of conformity.

16. Earrings and hygiene

Tatiana Marques Jewelry will not apply a hygiene-based exclusion automatically merely because a product is an earring.

Any restriction based on health or hygiene grounds will be applied only where legally permitted, clearly communicated before purchase and relevant to the condition in which the product was supplied and returned.

17. Lack of conformity, damage or incorrect product

A product that is defective, incorrect or does not conform to the contract is not treated as a simple change-of-mind return.

The customer should contact:

geral@tatianamarquesjewelry.com

and provide, where possible:

  • the order number;

  • a description of the issue;

  • photographs or video; and

  • the date on which the issue was identified.

Tatiana Marques Jewelry may need to inspect the product before determining the appropriate legal remedy.

The customer’s rights relating to repair, replacement, price reduction or termination of the contract are governed by the applicable legal guarantee and are not limited by this Policy.

18. Damage in transit

If the outer packaging appears damaged, opened or manipulated on delivery, the customer should, where reasonably possible:

  • note the condition with the carrier;

  • photograph the unopened package;

  • retain the packaging;

  • document the opening; and

  • contact Tatiana Marques Jewelry promptly.

These steps help us investigate the shipment and do not remove mandatory consumer rights.

19. Exchanges

Voluntary exchanges of eligible, non-personalized jewelry are subject to availability and prior written agreement.

Because many Tatiana Marques Jewelry pieces are unique, an identical replacement may not exist.

Where an exchange is accepted, any difference in price, transport cost or customization will be communicated before proceeding.

20. International returns

Returns from outside the European Union may require specific customs documentation.

The customer must follow the instructions provided by Tatiana Marques Jewelry so that the returned product is correctly identified as returned merchandise and is not unnecessarily treated as a new import.

The customer may be responsible for costs arising from failure to follow the provided customs or shipping instructions.

21. Fraudulent or abusive returns

Tatiana Marques Jewelry may investigate returns where there is reasonable evidence of:

  • substitution of the product;

  • deliberate damage;

  • fraudulent claims;

  • false shipping information; or

  • abuse of the returns process.

This does not affect legitimate consumer rights.

22. Contact

Questions about returns, refunds or withdrawal may be sent to:

Tatiana Marques Jewelry
Operated by Fairies Ceremony - Unipessoal Lda.
Email: geral@tatianamarquesjewelry.com
Telephone and WhatsApp: +351 966 690 768

Do not send a return before receiving written instructions.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from a contract for which a statutory right of withdrawal applies.

This form is not mandatory. The customer may instead send any other unequivocal statement communicating the decision to withdraw.

To:

Fairies Ceremony - Unipessoal Lda.
Trading as Tatiana Marques Jewelry
Email: geral@tatianamarquesjewelry.com

I/We hereby give notice that I/we withdraw from the contract relating to the following product or service:

Product or service:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Email:

Telephone, optional:

Signature of consumer(s), only if this form is submitted on paper:

Date: