Returns & withdrawal

Withdraw online

Returns and contact

You can notify us of a return by email. Please include your order number and the affected items where possible so we can identify the return. Prior approval, a return number or a reply from us is not required to exercise a statutory right of withdrawal. A clear notice sent within the applicable period is sufficient.

Which orders qualify for a right of withdrawal?

Consumers in the EU and EEA: A statutory 14-day right of withdrawal generally applies where the legal requirements are met. The notice below describes the procedure under German law. Any additional mandatory protection under the law of your habitual residence remains unaffected.

Consumers outside the EU and EEA: We do not offer voluntary returns, exchanges or cancellations solely because you change your mind or dislike an item. Any statutory right to withdraw, return goods or terminate a contract depends on the law applicable to your contract under section 13 of our Terms. Those rights are not excluded. For example, consumers in the United Kingdom may also have a statutory 14-day cancellation right. If German withdrawal law applies to your contract, the notice below also applies to you.

Your habitual residence when the contract is made is relevant; nationality, store language or delivery address alone does not determine your rights. This page does not extend EU/EEA rules to all worldwide orders as a voluntary return policy.

We do not offer a general voluntary 30-day return period or extend statutory periods voluntarily. Any additional rights already bindingly promised for your purchase remain valid. Business customers have no statutory consumer right of withdrawal. Statutory rights for faulty, incorrect or undelivered goods or other contractual breaches, and our colour warranty, remain unaffected under their respective conditions.

A. Withdrawal notice

A consumer is a natural person who enters into a legal transaction for purposes predominantly outside their trade, business or profession.

For consumers habitually resident in the EU or EEA, where the legal requirements are met: you have the right to withdraw from this contract within fourteen days without giving any reason.

Consumers outside the EU and EEA have no voluntary right of return. Statutory withdrawal and return rights under applicable law remain unaffected. If German withdrawal law applies, this notice also applies to that contract. Sections 9 and 13 of our Terms and the regional rules on this page govern.

The withdrawal period expires fourteen days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.

If you ordered multiple goods in one order and they are delivered separately, the period expires fourteen days after you, or a third party designated by you other than the carrier, acquires physical possession of the last item. If goods are delivered in multiple lots or pieces, receipt of the last lot or piece is decisive.

How to exercise your right of withdrawal

Simply email your withdrawal to support@nuralea.com or info@nuralea.com. Clearly tell us that you wish to withdraw from your purchase. No reason is required.

Alternatively, use the form on this page. Other legally permitted methods remain available, such as a letter to the NURALEA address above.

You may use the model withdrawal form below, but it is not mandatory. To meet the deadline, it is sufficient to send your notice exercising the right of withdrawal before the withdrawal period expires.

You can also exercise your right online using our “Withdraw from contract” function. If you use this function, we will promptly send an acknowledgement on a durable medium, such as email, containing your withdrawal statement and the date and time it was received.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs, without undue delay and no later than fourteen days after we receive your withdrawal notice. This excludes additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us.

We will use the same means of payment as you used for the original transaction unless you expressly agree otherwise. You will not incur any fees for reimbursement.

We may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever is earlier. This does not apply if we have offered to collect the goods.

Return deadline and return costs

Send back or hand over the goods without undue delay and no later than fourteen days after notifying us of your withdrawal, to the NURALEA return address stated above.

The deadline is met if you send the goods before the fourteen days expire. This does not apply where we have offered to collect them.

You bear the direct cost of returning the goods, provided we properly informed you before the contract was concluded and did not promise a free return. This cost rule concerns withdrawal and does not automatically apply to valid defect or warranty claims.

Handling the goods and diminished value

You are liable for diminished value only where it results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods and we properly informed you of your withdrawal right. Only the actual loss in value is relevant. We do not charge a flat processing or restocking fee.

Please package jewellery with reasonable protection against damage in transit. Original packaging is not required for statutory withdrawal. Merely unpacking or carrying out necessary checks does not automatically remove that right.

Exception for personalised goods

Under section 312g(2)(1) of the German Civil Code, the right of withdrawal does not apply to goods that are not prefabricated and whose production depends on an individual choice or decision by you, or goods clearly tailored to your personal needs.

This may include a personal engraving made specifically for you where the legal conditions are met. Selecting a standard size, colour or prefabricated initial charm is not sufficient. Earrings and other jewellery are not automatically excluded merely because of the product category. Statutory rights concerning defects remain unaffected.

B. Additional information on sets and promotions

If you fully withdraw from the purchase of a jewellery set sold as one item, return all components of that item. Separate items ordered together do not automatically become an indivisible set. Rights concerning defective individual components remain intact.

On full withdrawal, also return free gifts that form part of the withdrawn contract. Reimbursement reflects the price actually agreed, including discounts; unpaid discount value is not paid out additionally. For a permitted partial withdrawal, our Terms alone do not authorise retrospectively charging regular individual prices. Applicable law and promotion conditions disclosed before the contract govern.

Sale items, gifts and surprise items are not excluded from statutory withdrawal or defect rights merely because of their description.

Defect claims and lifetime colour warranty

The fourteen-day periods are not cut-off dates for statutory defect claims or our lifetime colour warranty. Contact support@nuralea.com about damaged or incorrect goods or colour loss. A description and photographs where possible help us assess your claim. Statutory rights do not depend on a prior return number.

Gold-plated jewellery purchased through our store has a worldwide colour warranty with no fixed expiry. If the gold colour is lost or the plating fades during the promised use, we replace the affected piece free of charge. We cover necessary replacement shipping and any return we require for the warranty. A financial solution may be agreed; a voucher or discount on a future purchase requires your express consent.

See section 10 of our Terms and the warranty promise applicable to your purchase for the provider, scope and details. Statutory defect rights remain independent. For valid defect claims, we bear the costs required by applicable law.

Failed delivery

Under German withdrawal law, merely failing to collect or refusing a parcel does not replace a clear withdrawal statement. Where withdrawal is valid, its statutory cost rules apply.

If a delivery fails through your fault, for example because of an incorrect address or missing doorbell identification for which you are responsible, actual, necessary and provable additional costs may be recoverable under section 6 of our Terms and applicable law. We inform you of reshipping costs beforehand.

C. Model withdrawal form

If you wish to withdraw from the contract, you may complete and return this form. Using it is optional.

To:
Enes Balanur · NURALEA
Neckersstücken 13
21149 Hamburg
Germany
Email: support@nuralea.com
Alternatively: info@nuralea.com

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

(*) Delete as appropriate.