Warranty

Changes or returns

To make an exchange or return, you can only do so within the following 8 calendar days after the date of delivery of the product. Changes or returns are only accepted for the following reasons:

• product change
• Change of size (if applicable)
• Factory default return

For size or product changes, or with a discount equal to or greater than 30%, the transportation cost for CHANGES is paid by the customer.

For changes in products in SALES / OUTLET , the transportation cost is paid by the customer.

For products with factory defects, the cost of transportation for RETURNS is paid by TORRELA Jewelry.

In the event that your CHANGE request meets the above reasons, you must follow the following steps:

1. Send us an email to info@torrela.com with the request, including:
1. Full name
2. Phone
3. Reason to change
4. Order number
5. Legible product photos
2. Once the email is received, we will verify that the photos and data meet the acceptance guidelines.
3. If the EXCHANGE request was accepted, you must deliver your accessory in the same conditions in which it was delivered, taking into account: box and velor bag in good condition within 5 calendar days of receiving the email from us approving the change.
4. Take your package to the nearest parcel office or request a pickup. We will share the shipping address with you by email.
5. Once the accessory is received, we will analyze the conditions of the accessory to be exchanged; If there are no signs of use, and if there are any, we will deliver your new accessory within 5 calendar days after it was delivered by the courier. Otherwise, you will have to wait a few more days for our team of craftsmen to finish your new accessory. PLEASE REVIEW THE ACCEPTANCE GUIDELINES LISTED BELOW.

In the event that your RETURN request meets the above reasons, you must follow the following steps:

1. Send us an email to info@torrela.com with the request, including:
1. Full name
2. Phone
3. Reason to change
4. Order number
5. Legible product photos
2. Once the email is received, we will verify that the photos and data meet the acceptance guidelines
3. If the default RETURN request was accepted, we will send you a prepaid guide back to your email.
4. You must deliver your accessory in the same condition in which it was delivered, taking into account: box and velor bag in good condition.
5. Print your guide and stick it (with tape) to the package in a visible way
6. Take your package to the nearest parcel office or request a collection (look for the parcel data in the guide)
7. Once the accessory is received, we will analyze if it is indeed a factory defect, if it is correct, we will make the return to the account that you indicate within a period of no more than 5 calendar days.
8. In case you want to exchange for a new product, please specify in the email.

Acceptance Guideline

All products must comply with the following in order to be able to accept the change or return:

• factory defect
• Broken accessory in any of its components
• Defect in material or any element of the product (rings, chains, stones, brooches)
• Product is NOT intentionally or accidentally faded or tinted
• The product was NOT misused
• The product is NOT perceived worn or with evidence of notable use
• The product does NOT appear damaged or altered intentionally or by accident
• The product must be clean and in good condition, without being dirty, stained, mistreated, scratched, with damage caused, repairs or repairs

Considerations

• Purchases in physical stores must contact us at info@torrela.com to review the change or return, not at the place of purchase
• In all cases, the cost that will be taken into account will be the original price paid by the client.
• In case you want to make a model change and it has a higher cost, you would only have to pay the difference
• Product changes without original packaging will not be processed.
• In the event that it has a lower cost, we do not make refunds; but don't worry, you can use the difference as a balance for future purchases
• In case you want to change the product for another, you can create a coupon for the amount of your purchase (not counting the shipping amount) valid for 30 days and purchase the one of your choice
• In the case of reimbursement by return, the money reimbursement time varies depending on the bank, type of card, business day, etc., so we are not responsible for this.