Warranty, Defects & Complaints Policy

ELLEAURE wants every product to arrive as described and in appropriate condition.

This policy explains how we handle products that are defective, damaged, incorrect, unsafe or otherwise fail to conform to the purchase contract.

Change-of-mind returns are handled separately under our Return & Refund Policy.

Your Statutory Rights

This policy does not replace or restrict rights provided by applicable consumer law.

Consumers in the European Union benefit from a minimum two-year legal guarantee for goods that are faulty or do not conform to the advertised or agreed characteristics. Depending on the circumstances, remedies may include repair, replacement, a price reduction or refund.

For purchases covered by Danish consumer law, the applicable statutory complaint rights remain fully available.

Customers in the UK, United States and other countries retain any mandatory warranty or consumer rights provided by the laws applicable to their purchase.

What May Constitute a Product Issue?

Please contact ELLEAURE if, for example:

you receive the wrong item;

the item arrives physically damaged;

a component is missing;

a clasp or essential component is defective;

the product materially differs from its description;

the stated material does not correspond to the received product; or

another manufacturing or conformity defect is present.

Reporting an Issue

Contact ELLEAURE using the customer-service email shown on our Legal & Contact Information page.

Please provide:

your order number;

a description of the issue; and

clear photographs where photographs can reasonably help us assess the problem.

For transit damage, photographs of the external packaging can also help us investigate the shipment.

We encourage customers to report visible shipping damage promptly so it can be investigated effectively.

Failure to report an issue within an arbitrary short period does not remove statutory consumer rights where applicable law provides a longer complaint period.

Assessment

ELLEAURE may reasonably request information or photographs needed to identify the issue.

In some cases, we may request that the item be returned for inspection.

Customers will not be required to bear costs that applicable law requires ELLEAURE to bear for a valid defective-product claim.

Remedies

Where a claim is valid, ELLEAURE will provide the remedy required by applicable law.

Depending on the circumstances, this may include:

replacement;

repair where reasonable and appropriate;

a price reduction; or

a refund.

The appropriate remedy can depend on the nature of the defect, whether replacement is available, the cost and proportionality of available solutions and the consumer rights applicable to the transaction.

Normal Wear and Product Care

Jewelry naturally experiences wear over time.

Depending on the product and material, surface finishes and plating may be affected by friction, moisture, cosmetics, perfumes, cleaning chemicals, chlorine, salt water, storage conditions and other environmental factors.

Normal wear, accidental damage, loss, theft, incorrect storage or damage caused by misuse does not normally constitute an original manufacturing defect.

However, where ELLEAURE has expressly marketed a product as having a particular level of durability, resistance or other objective characteristic, the product must correspond with the claims made about it.

Individual Skin Reactions

Individual reactions to jewelry materials can vary significantly.

A personal sensitivity does not automatically demonstrate that a product is defective.

However, if you believe a product presents a safety problem, contains a material inconsistent with its description or causes an unexpected serious reaction, stop using it and contact ELLEAURE so the issue can be investigated.

Incorrect Products

If ELLEAURE sends you a product different from the one ordered, contact us.

Where ELLEAURE is responsible for the error, we will provide an appropriate solution without requiring you to bear costs that should legally be borne by ELLEAURE.

Complaints

We aim to resolve complaints directly and fairly.

Please contact ELLEAURE first using the details provided on our Legal & Contact Information page.

Where a dispute cannot be resolved, you retain any rights you may have to use an applicable consumer dispute-resolution body or court.