Refund policy

Right of Withdrawal (EU/EEA Consumers) — neliarabi.diamonds

Trader details (for all correspondence)
Neli Arabi GmbH | Teltower Damm 57, 14167 Berlin, Germany
Commercial Register: HRB 132100 B (Amtsgericht Berlin-Charlottenburg)
VAT-ID: DE275803624
Phone/Fax: +49 30 847 88 122 | E-mail: info@neliarabi.de

1) No right of withdrawal for custom-made or personalised jewellery
Orders for jewellery that is not prefabricated and is produced according to your individual choices (e.g., ring size, chain/bracelet length, colour, material/alloy, gemstone type and selection, setting, carat weight, finish/polish, clasp, engraving or comparable specifications) are excluded from the statutory right of withdrawal (Art. 16(c) Directive 2011/83/EU; § 312g(2) No. 1 BGB). This includes, without limitation, rings (incl. engagement/wedding bands), necklaces/pendants/chains, bracelets/anklets, cufflinks and any other jewellery made to your specifications.

2) No right of withdrawal for sealed hygiene items once unsealed
For reasons of health protection or hygiene, the right of withdrawal does not apply to sealed goods that are not suitable for return if the seal was removed after delivery (§ 312g(2) No. 3 BGB). For clarity, this typically includes ear studs, earrings and body jewellery delivered with a tamper-evident hygiene seal; if such seal is broken/unsealed after delivery, withdrawal is excluded.

3) 14-day right of withdrawal for other (non-custom, non-sealed) items — if offered
If we offer goods that are neither custom-made nor sealed hygiene items, you may withdraw from the contract within 14 days without giving reasons. The period begins on the day you (or a third party other than the carrier and designated by you) receive the goods; for split deliveries, on receipt of the last item.

4) How to exercise your withdrawal (only for items under section 3)
Send a clear declaration by e-mail, fax or post to the trader details above within 14 days. You may use the Model Withdrawal Form below; it is not mandatory. To meet the deadline, it is sufficient to send your notice before the 14-day period expires. If you were not properly informed about this right, the period is extended by 12 months; if we subsequently provide the information, the period ends 14 days after you receive it.

5) Returns & refunds (only for items under section 3)
• Return deadline: Send back or hand over the goods without undue delay and no later than 14 days from the day you notified us of your withdrawal.
• Refunds: We refund all payments including standard delivery costs no later than 14 days from receipt of your withdrawal notice; we may withhold the refund until we receive the goods back or you provide proof of return, whichever is earlier.
• Means of refund: We use the same means of payment you used for the original transaction, unless expressly agreed otherwise; no fees will be charged for the refund.
• Return costs & value loss: You bear the direct cost of returning the goods unless we expressly agree to bear them. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We do not reimburse supplementary costs resulting from your choice of a delivery type other than our least expensive standard delivery.
• Return address: Unless we instruct otherwise, returns shall be sent to the trader address above.

6) Defects & legal guarantee
Your statutory warranty rights remain unaffected.

Model Withdrawal Form (optional)
Please e-mail, fax or post your withdrawal to Neli Arabi GmbH, Teltower Damm 57, 14167 Berlin, Germany, Fax +49 30 847 88 122, E-mail info@neliarabi.de:
— I/We hereby withdraw from the contract for the purchase of the following goods: [description]
— Ordered on / received on: [date]
— Name of consumer(s): [name]
— Address of consumer(s): [address]
— Signature (only if sent on paper): [signature]
— Date: [date]
(based on Annex I Part B of Directive 2011/83/EU)

Effective date: 15 August 2025