Refund policy
At ALMAIA, we want you to shop with confidence. We offer a return period of up to 30 calendar days from the date you receive your order, subject to the conditions outlined in this policy.
This policy applies to all orders placed through our online store.
1. Return Request Period
Return requests must be submitted within 30 calendar days of receiving your order.
Requests received after this period will not be eligible for a refund. Depending on the circumstances, ALMAIA may make an exception and offer an exchange or store credit.
Initial acceptance of a return request does not automatically mean that a refund has been approved. All returned products will be inspected before a final decision is made.
2. How to Request a Return
Before sending any product back, please email:
Include the following information:
- Order number.
- Full name.
- Email address used to place the order.
- Product or products you wish to return.
- Reason for the return.
- Photos or videos of the product, if applicable.
Our team will normally respond within 24–48 business hours with instructions and, where applicable, the authorized return address.
Do not send any product to the address shown on the original package without first receiving our instructions. Returns sent to an unauthorized address may not be processed.
3. Condition of Returned Products
To qualify for a return, the product must:
- Be unused, unwashed, and unaltered.
- Have no scratches, stains, dents, odors, or damage caused after delivery.
- Include its original accessories, cards, case, and packaging.
- Be in a suitable condition for inspection.
- Be shipped within the timeframe specified in the return instructions.
Customers may examine the product only to the extent necessary to check its features, design, color, and size.
Where permitted by applicable law, ALMAIA may reduce the refund if the product has lost value due to use, damage, excessive handling, incomplete packaging, or missing accessories.
4. Returns for Personal Reasons
Returns for personal reasons are those requested for circumstances not attributable to ALMAIA, including:
- A change of mind.
- The product did not meet personal expectations.
- A preference for another color, size, model, or design.
- An incorrect size or variant selected by the customer.
- The customer feels the product does not suit their style.
- An accidental purchase.
- Any other reason that does not involve a confirmed defect, damage, or shipping error.
For these returns, the customer is responsible for return shipping costs.
Where permitted by applicable law, 20% of the amount paid for the returned items will be deducted to cover handling, processing, inspection, restocking, and non-recoverable costs associated with the order.
5. Orders with Free Shipping
Free shipping is a promotional benefit offered to customers, although ALMAIA incurs actual costs to prepare and deliver the order.
For voluntary returns for personal reasons, the 20% handling fee partially covers the processing, preparation, delivery, inspection, and restocking costs associated with the order.
The original shipping cost will not be charged separately when the 20% handling fee has already been applied, except in cases involving an incorrect address, refusal of the package, failure to collect it, or extraordinary expenses directly attributable to the customer that may legally be deducted.
6. Return Shipping Costs
When a return is requested for personal reasons, the customer must pay the return shipping cost directly.
The package must be sent using a tracked shipping service. After shipping it, the customer must provide:
- Tracking number.
- Carrier name.
- A photo or copy of the shipping receipt.
ALMAIA is not responsible for return packages that are lost, damaged, or sent without tracking.
7. Personalized Products
Products made to the customer’s specifications or clearly personalized cannot be returned due to a change of mind, including:
- Jewelry engraved with names, dates, initials, or messages.
- Pieces featuring stones specifically selected by the customer.
- Products made with a personalized combination.
- Items modified or specially made upon request.
- Products for which the personalization process has already begun.
Claims regarding personalized products may only be made if they arrive damaged, have a confirmed defect, contain an error attributable to ALMAIA, or do not match the requested personalization.
8. Promotional Products
Products purchased at a discount, with promotional codes, or during special campaigns are subject to this policy.
Refunds will be calculated based on the amount actually paid by the customer, rather than the product’s original price.
Products clearly identified as “final sale” before checkout will not be eligible for voluntary returns, provided this restriction is permitted by applicable law.
A promotion does not limit the customer’s rights when a product is defective, damaged, incorrect, or does not match its advertised description.
9. Gifts and Free Products
When an order includes a gift, free product, or promotional item conditional on a minimum purchase amount, that item must be returned with the main products if the remaining order no longer meets the promotion’s requirements after the return.
If the gift is not returned, its advertised retail value may be deducted from the refund where permitted by applicable law.
Cards, boxes, and other items included solely as packaging are not considered promotional products, but must be returned when they form part of the item’s original presentation.
10. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, incorrect product, or one that differs from what you ordered, please contact us as soon as possible.
To help us review the case, please send:
- Photos of the entire product.
- Close-up photos of the affected area.
- Photos of the packaging.
- A photo of the shipping label.
- A video, when needed to demonstrate the issue.
Photos must be clear, without filters, and preferably taken in natural light.
Our team will review the request and images. A product failing to meet a customer’s personal expectations does not, by itself, constitute a manufacturing defect.
When a defect, damage, or error attributable to ALMAIA is confirmed, we will offer an appropriate resolution, which may include:
- Replacement.
- Repair, where possible.
- Shipment of the correct product.
- A price reduction.
- A full or partial refund.
11. Differences in Color and Appearance
We make every effort to represent our products’ colors and finishes as accurately as possible in our images.
However, slight differences may occur due to:
- Lighting used in the photographs.
- Screen settings and brightness.
- Reflections from the metal.
- Natural characteristics of stones, crystals, or materials.
- Normal variations between individually produced pieces.
Minor differences that do not affect the product’s use, structure, or essential characteristics will not automatically be considered manufacturing defects.
Each case will be reviewed individually.
12. Adjustable Items and Natural Stones
Adjustable items must be handled with care. Damage caused by repeated bending, excessive force, or use that differs from the recommended instructions will not be considered a manufacturing defect.
Natural stones may vary in color, veining, transparency, shape, and texture. These characteristics are part of each stone’s individual nature and do not necessarily constitute a defect.
13. Incorrect Address, Package Refusal, or Failure to Collect
Customers are responsible for providing a complete and correct address, as well as a valid phone number.
When a package is returned due to:
- An incorrect or incomplete address.
- Missing required information.
- Refusal of the package.
- Failure to collect the package.
- Delivery failure attributable to the customer.
ALMAIA may deduct the actual shipping, return, and handling costs incurred from the refund, where permitted by applicable law.
If the customer requests another shipment, they must cover the associated costs.
14. Return Inspection
Once the package has been received, our team will check:
- The product’s condition.
- Signs of use or damage.
- The condition of the personalization.
- Included accessories and packaging.
- Whether the items match those authorized for return.
Inspection may take 3–5 business days.
If the return meets the requirements, the appropriate refund will be approved. If it does not, we will contact the customer to explain the decision.
No refunds will be issued for items other than those authorized, empty packages, or items that were not part of the original order.
15. Refund Calculation
For voluntary returns for personal reasons, where legally applicable, the refund will be calculated as follows:
Amount paid for eligible items
− 20% handling fee
− Documented loss in value, if applicable
− Other actual costs that may legally be deducted
= Final refund amount
The customer will pay return shipping costs directly to the carrier. These costs will not be included in the refund.
No deductions prohibited by applicable law will be made.
16. Refund Method and Timeframe
ALMAIA may withhold the refund until the products have been received and inspected, or until the customer provides valid proof of shipment, as permitted by applicable law.
Once approved, the refund will be processed within the applicable legal timeframe. After it is issued, it normally takes 5–8 business days to appear, depending on the bank or payment provider.
Fees, processing times, or currency conversions applied directly by the customer’s bank are outside ALMAIA’s control.
17. Exchanges
Exchanges for a different size, model, color, or variant are subject to availability.
When an exchange is due to an incorrect selection by the customer, the customer must cover:
- The cost of returning the original product.
- The cost of the new shipment.
- Any price difference between the products.
Personalized products cannot be exchanged due to errors in information provided by the customer.
18. Fraudulent or Abusive Refund Requests
ALMAIA may reject requests where there are reasonable indications of fraud, abuse, or manipulation, including:
- Returning a different product.
- Intentionally altering the item.
- Providing images that do not correspond to the order.
- Repeated or abusive requests.
- False tracking information.
- Misuse of promotions or returns.
These measures will not affect legitimate claims or mandatory consumer rights.
19. Contact
To request a return, report an issue, or check the status of a refund, please email:
Our team will normally respond within 24–48 business hours.