Refund policy

Refund and Return Policy

At JOYERÍA OSNOR ZAMAK we are proud of our customer service department. We have after-sales service to resolve any issue with any of our items or shipments. If for any reason you are not satisfied, you can exchange your item within 15 days to proceed with a return from the date of delivery of the item and within 30 days for exchanges from the date of delivery of the item, or we will give you a voucher with no expiration date to use in our store or on the website.

To proceed with the exchange or return of the item, you can visit our physical store at Avenida Ángel Guimerá nº 11, 38003 Santa Cruz de Tenerife.

To make an exchange of an item from our online jewelry store, you will need to send us an email to jyosnor@gmail.com to coordinate the return of your order. Our customer service department will tell you how to proceed. Once the return is received at our warehouse, we will refund the amount of the returned order or, if you prefer, we will give you a voucher with a code for the amount of your purchase to spend on future purchases both in our physical store and on the website. In the event that the customer wishes to make an exchange or return, the cost of the return will be borne by the customer.

Return Conditions

We have a 30-day return policy, which means you have 30 days after receiving the item to request a return.

The item must be in the same condition in which you received it, unused, with tags and in its original packaging, for the return to be accepted. You will also need the receipt or proof of purchase.

To initiate a return, you can contact us at jyosnor@gmail.com. Please note that returns must be sent to the following address: Avenida Ángel Guimerá nº 11, 38003 Santa Cruz de Tenerife.

If the return is accepted, we will send you a return shipping label along with instructions on how and where to send the package. Items returned without having previously requested the return will not be accepted.

For any questions about returns, you can contact us at jyosnor@gmail.com

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.

Exceptions / Non-Returnable Items

Exchanges or returns of engraved and personalized items will not be accepted.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We accept exchanges within 30 days from the date of delivery of the item.

To make an exchange:

• In physical store: You can go directly to our store at Avenida Ángel Guimerá nº 11, 38003 Santa Cruz de Tenerife with the item and proof of purchase.
• Online:  Send us an email to jyosnor@gmail.com to coordinate the exchange. Once the item is received at our warehouse, we will provide you with a voucher for the amount of your purchase that you can use both in our physical store and on the website, with no expiration date.

The item must be in perfect condition, unused, with tags and in its original packaging. The cost of return shipping for online exchanges will be borne by the customer.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As in the previous case, the item must be in the same condition in which you received it, unused, with tags and in its original packaging. You will also need to have the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and will let you know whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that your bank or credit card issuer may take some time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at jyosnor@gmail.com.

Warranty and Conditions

Regarding the use of the product warranty, JOYERÍA OSNOR ZAMAK reserves the right to decide based on usage. If the item does not arrive in perfect condition, the return will not be accepted.

The package with the returned item must include the purchase invoice, the product and its accessories in perfect condition, original packaging, warranties and tags and instructions if applicable.

Exchange or return items must be properly packaged. In case of damage caused by inappropriate packaging, we will not accept the return.

Buyer's Rights

The seller guarantees its customers the possibility of canceling their order at any time and at no cost provided that the cancellation is communicated before the order has been made available to the carrier for shipment.

If a product is different from that requested by the customer or is delivered in error, the seller will withdraw it and the correct product will be delivered to them at no additional charge to the buyer.

For any incident related to the return of items from our store, you can contact our Customer Service Department via email: jyosnor@gmail.com