Returns and claims

Last updated: [TO COMPLETE — date]

Our jewellery is engraved to order with the text and options you choose. This page explains what happens in each situation: change of mind, defective or non-conforming product, engraving error on our side, or an error in the text you entered.

1. Change of mind and right of withdrawal

Under article L. 221-28, 3° of the French Consumer Code, the right of withdrawal cannot be exercised for goods made to the consumer's specifications or clearly personalized. A piece engraved with the text and options you chose, where it has actually been personalized at your request, therefore cannot be returned simply because you changed your mind.

This exception only concerns the right of withdrawal. It does not remove any of your legal guarantees (see sections 2 and 3).

Non-personalized products remain subject to the 14-day statutory withdrawal period. The terms and the form are on the Right of withdrawal page.

2. Defective or non-conforming product

All our jewellery, personalized or not, is covered by:

• the legal guarantee of conformity (articles L. 217-1 et seq. of the French Consumer Code), for two years from delivery;
• the legal guarantee against hidden defects (articles 1641 to 1649 of the French Civil Code), for two years from discovery of the defect.

This includes, for example: a piece that is broken or damaged on arrival, a faulty clasp, a model, colour, size or material different from the one ordered, or a defect appearing within two years of delivery.

Under the legal guarantee of conformity, you can have the piece repaired or replaced free of charge within thirty days of your request. Failing that, or in the other cases provided for by law, you can obtain a price reduction or a full refund in return for giving back the piece. Your rights are set out in full in article 15 of our terms of sale.

3. Engraving error attributable to Chrune

The engraving must reproduce the text shown in your order confirmation. Errors on our side include, for example:

• a spelling mistake, or a character missing, added or replaced compared with the text ordered;
• texts in the wrong order or engraved in the wrong position;
• an engraving made on a model, colour or size other than the one ordered;
• an engraving that is unreadable or damaged on arrival.

This is a lack of conformity. We offer you, free of charge, a new piece engraved as ordered. If replacement is impossible, is not carried out within thirty days, or in the other cases provided for by law, you can be refunded. No cost remains payable by you, including for any return of the piece. [TO VERIFY — state whether the incorrectly engraved piece must be returned or not.]

4. Error in the personalization entered when ordering

The engraved text is the one you entered, which appears in your cart, in the checkout summary and in your order confirmation. If that text contained an error (typo, wrong first name or date, unwanted capitals or accents), or if you chose an option or size that does not suit you, the piece you receive matches your order:

• it is not non-conforming because of that error;
• the right of withdrawal does not apply, as the piece was personalized to your instructions.

If you notice an error after ordering, contact us immediately: until the order has been sent for production, it can be corrected. [TO COMPLETE — time limit or conditions for changes.]

Once the piece has been made, we may, without being obliged to, offer a commercial solution: [TO COMPLETE — any conditions, for example a new engraving at a reduced price].

If there is doubt about the origin of an error, we compare the engraving with the text shown in your order confirmation. If we cannot reach an agreement, you can use consumer mediation.

These rules only cover the input error itself: if the piece also has a defect, the legal guarantees in section 2 apply.

5. How to make a claim

Contact us through the Contact page or by email at [TO COMPLETE — email address], stating:

• your order number and the name used for the order;
• the date you received it;
• a description of the problem;
• if possible, photos: the whole piece, a close-up of the engraving and, for damage in transit, the parcel and its label.

This information helps us handle your request quickly. It is not a condition of your statutory rights. Indicative response time: [TO COMPLETE].

6. Returning an item

Please do not send an item back without contacting us first: we will tell you whether a return is needed and where to send it. Return address: [TO COMPLETE — return address]. Do not send any parcel to the sender address shown on the packaging without our agreement.

• Defective, non-conforming or incorrectly engraved by us: return costs are paid by us. [TO COMPLETE — arrangements: prepaid label or reimbursement of costs on proof.]
• Withdrawal for a non-personalized product: see the Right of withdrawal page.

7. Refunds

When a refund is due, it is made using the payment method used for the order, unless you agree to another method, and at no cost to you. You are informed by email once it has been made.

• Withdrawal (non-personalized product): no later than 14 days after we receive your decision, including the original delivery costs (standard method). The refund may be withheld until we receive the product back or proof that it has been sent.
• Legal guarantee of conformity: no later than 14 days after we receive the returned piece or proof that it has been sent back, or as soon as we agree when no return is required.
• Non-delivery or unavailability: no later than 14 days, in accordance with our terms of sale.

8. Mediation

If you are not satisfied with our answer, you can use a consumer mediator free of charge: see the Consumer mediation page.