Política de reembolso

Your right to change your mind

Every piece I make is meant to be lived with, and I want you to be certain about yours.

Under Portuguese and EU law (Decreto-Lei n.º 24/2014), you have the right to cancel your order within 14 days without giving any reason. The 14 days run from the day you — or someone you nominate other than the courier — physically receive your piece. If your order arrives in more than one delivery, the period runs from the day you receive the last item.

How to cancel

Tell me clearly that you want to cancel, before the 14 days are up. You can:

  • Email me at info@solaia-jewelry.com with your name, order number, and the date you received it, or
  • Use the model withdrawal form at the end of this policy.

I'll confirm receipt of your cancellation by email.

Returning your piece

Send it back to me within 14 days of telling me you're cancelling.

You cover the cost of return postage. I'd recommend a tracked service — until it reaches me, the parcel is your responsibility, and without tracking neither of us can prove where it went.

Return address:

Solaia — Shatha Qoura
Rua Rodrigo da Fonseca 141, 3.º D
1070-241
Lisboa Portugal

Please return the piece in the condition you received it, with its box and care card. You're welcome to examine it as you would in a shop. If it comes back showing wear beyond that kind of handling, I may reduce your refund to reflect the loss in value.

Your refund

I'll refund you within 14 days of receiving your cancellation, using the same payment method you paid with. There's no fee for this.

Your refund includes the standard delivery cost you originally paid. If you chose a more expensive delivery option than the standard one, I refund the standard rate.

I may hold the refund until your piece reaches me, or until you show proof you've sent it — whichever comes first.

If something is wrong with your piece

This is separate from changing your mind, and the timeframe is much longer.

Under Decreto-Lei n.º 84/2021, you have a three-year legal guarantee from the date of delivery. If a piece turns out to be faulty or not as described, you're entitled to have it repaired or replaced, or to a price reduction or refund. For the first two years, it's assumed the fault was there when it was delivered — you don't have to prove it.

If a piece arrives damaged, or a fault appears later, email me at info@solaia-jewelry.com with a photo. I cover return postage in these cases — you should never be out of pocket for something I got wrong.

Some beadwork can be repaired and some can't — it depends on the piece and on what's gone wrong. Where a repair is possible, I'll often suggest it: I restring or rework the piece and send it back to you. Where it isn't, you keep your full rights above, and we'll sort out a replacement or a refund instead.

What the guarantee doesn't cover

The guarantee covers faults that were present when your piece was made and sent. It doesn't cover what happens to it afterwards through ordinary life:

  • Normal wear. Thread and elastic soften and stretch with wearing. Metal components dull. Beads that rub against a desk, a bag strap, or another bracelet will show it in time. This is the material ageing, not a fault.
  • Accidental damage. Snagging, pulling, dropping, or catching a piece on something.
  • Contact damage. Perfume, hairspray, lotions, chlorine, seawater, and prolonged moisture all shorten the life of beadwork and its findings. Please follow the care card that comes with your piece.
  • Alterations or repairs by someone else. Once another hand has worked on a piece, I can't stand behind it.

None of this is meant to close a door on you. If a piece of mine breaks and you're not sure which side of this line it falls on, send me a photo. I'd far rather look at it than have you assume there's nothing to be done — and a piece that has simply had a good life is often still worth restringing, which I'm happy to quote for.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Annex B, Decreto-Lei n.º 24/2014.)

To: Solaia — Shatha Qoura, Rua Rodrigo da Fonseca 141, 3.º D, 1070-241 Lisboa, Portugal — info@solaia-jewelry.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Ordered on / received on: ______________________
  • Name of consumer: ______________________
  • Address of consumer: ______________________
  • Order number: ______________________
  • Signature (only if this form is sent on paper): ______________________
  • Date: ______________________