Terms and Conditions with Customer Information

Table of Contents

1. Scope of Application
2. Conclusion of the Contract
3. Right of Withdrawal and Voluntary Return Policy
4. Prices and Payment Terms
5. Delivery and Shipping Terms
6. Retention of Title
7. Liability for Defects (Warranty) and Guarantee
8. Liability
9. Special Terms and Conditions for the Processing of Goods According to Specific Customer Specifications
10. Redeeming Promotional Coupons
11. Redeeming Gift Certificates
12. Velur Care Plan
13. Alternative Dispute Resolution

1) Scope

1.1 These General Terms and Conditions (hereinafter “GTC”) of F.M. LUXURY COLLECTIONS LTD (hereinafter “Seller”) apply to all contracts for the delivery of goods and regarding the Velur Care Plan (Section 12) that a consumer or business (hereinafter “Customer”) enters into with the Seller with respect to the goods and services presented by the Seller in its online store. The inclusion of the Customer’s own terms and conditions is hereby rejected, unless otherwise agreed.

1.2 These Terms and Conditions apply mutatis mutandis to contracts for the delivery of gift certificates, unless otherwise specified.

1.3 For the purposes of these Terms and Conditions, a “consumer” is any natural person who enters into a legal transaction for purposes that are predominantly neither related to their commercial activities nor to their self-employed professional activities.

1.4 For the purposes of these General Terms and Conditions, a “business entity” is a natural person, a legal entity, or a partnership with legal capacity that, when entering into a legal transaction, acts in the course of its commercial or self-employed professional activities.

2) Conclusion of the Contract

2.1 The product descriptions contained in the Seller’s online store do not constitute binding offers on the part of the Seller, but are intended to enable the Customer to submit a binding offer.

2.2 The customer may submit an offer using the online order form integrated into the seller’s online store. After adding the selected items to the virtual shopping cart and completing the electronic ordering process, the customer submits a legally binding offer to enter into a contract for the items contained in the shopping cart by clicking the button that finalizes the order process.

2.3 The seller may accept the customer's offer within five days,

• by sending the customer a written order confirmation or an order confirmation in text form (fax or email), in which case the customer’s receipt of the order confirmation is decisive, or
• by delivering the ordered goods to the customer, in which case the date the goods are received by the customer is decisive, or
• by requesting payment from the customer after the customer has placed an order.

If more than one of the aforementioned alternatives applies, the contract is concluded at the time the first of the aforementioned alternatives occurs. The period for accepting the offer begins on the day after the customer sends the offer and ends at the close of the fifth day following the sending of the offer. If the seller does not accept the customer’s offer within the aforementioned period, this shall be deemed a rejection of the offer, with the result that the customer is no longer bound by their declaration of intent.

2.4 If you select a payment method offered by PayPal, payment processing is handled by the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg (hereinafter: “PayPal”), subject to the PayPal Terms of Service, available at https://www.paypal.com/de/webapps/mpp/ua/useragreement-full, or—if the customer does not have a PayPal account—subject to the Terms for Payments Without a PayPal Account, available at https://www.paypal.com/de/webapps/mpp/ua/privacywax-full. If the customer pays using a payment method offered by PayPal that can be selected during the online ordering process, the seller hereby declares acceptance of the customer’s offer at the moment the customer clicks the button that completes the ordering process.

2.5 If the “Amazon Payments” payment method is selected, payment processing is handled by the payment service provider Amazon Payments Europe s.c.a., 38 avenue John F. Kennedy, L-1855 Luxembourg (hereinafter: “Amazon”), in accordance with the Amazon Payments Europe Terms of Use, available at https://pay.amazon.de/help/201751590. If the customer selects “Amazon Payments” as the payment method during the online ordering process, the customer simultaneously issues a payment order to Amazon by clicking the button that completes the ordering process. In this case, the seller hereby declares its acceptance of the customer’s offer at the moment the customer initiates the payment process by clicking the button that completes the ordering process.

2.6 When a customer submits an offer via the Seller’s online order form, the Seller will store the contract text after the contract is concluded and send it to the customer in writing (e.g., via email, fax, or letter) after the customer submits their order. The Seller will not make the text of the contract available in any other way. If the customer has created a user account in the Seller’s online store before submitting their order, the order data will be archived on the Seller’s website and can be accessed by the customer free of charge via their password-protected user account by entering the appropriate login credentials.

2.7 Before submitting a binding order via the Seller’s online order form, the Customer can identify any potential input errors by carefully reading the information displayed on the screen. An effective technical tool for better identifying input errors can be the browser’s zoom function, which enlarges the display on the screen. During the electronic ordering process, the customer can correct their entries using standard keyboard and mouse functions until they click the button that completes the ordering process.

2.8 Various languages are available for entering into the contract. The specific language options are displayed in the online store.

2.9 Order processing and communication generally take place via email and automated order processing. The customer must ensure that the email address provided for order processing is accurate so that emails sent by the seller can be received at that address. In particular, if the customer uses spam filters, they must ensure that all emails sent by the seller or by third parties commissioned by the seller to process the order can be delivered.

3) Right of Withdrawal and Voluntary Return Policy

3.1 Consumers generally have a statutory right of withdrawal.

3.2 Further information regarding the statutory right of withdrawal—in particular, the exceptions to this right for goods manufactured to the customer’s specifications (Section 312g(2)(1) of the German Civil Code (BGB))—as well as the consequences of withdrawal, can be found in the seller’s separate notice of withdrawal.

3.3 Regardless of the statutory right of withdrawal, the Seller grants consumers a voluntary right to return and exchange certain product categories that goes beyond the requirements of the law. The specific conditions, time limits, and any applicable costs are set forth as follows:

• Ready-to-ship & standard jewelry (e.g., Promise Rings, Klee Collection), including regular birthstone rings and the single Liora bracelet: Returns for a refund are accepted within 30 days of receipt, with no deductions; for the optional return shipping label, see the section titled "Returns, Costs, and Shipping Risk."
• Liora Duo and Liora Trio: Excluded from the voluntary return and exchange policy because the customer selects the stone combination themselves. The statutory right of withdrawal remains unaffected.
• Engagement Rings (Custom-Made): One-time model exchange or refund (minus a recycling fee of €300 per returned ring, up to a maximum of 20% of the price paid for the ring) within 30 days of receipt. This applies to standard engagement rings made of solid gold or platinum without hidden birthstones that are made to order. A model change is a switch to a different ring model featuring the same center stone. It is possible if the seller offers the new model in a shape and size compatible with the existing center stone and the stone is undamaged; a different diamond does not constitute a model change. The originally agreed-upon ring price after discount is compared to the price of the new model: If the new model is more expensive, the customer pays the difference; if it is less expensive, the customer receives the difference as a credit in accordance with Section 3.4. When requesting a refund, the customer must confirm the recycling fee in writing (for example, via the returns portal or by email); the seller will issue the refund only after this confirmation.
• Engagement rings in stock: Returns for a refund within 30 days of receipt with no recycling fee, just like standard jewelry.
• Engagement rings with a natural diamond procured upon request: For engagement rings featuring a natural diamond that the seller procures individually for the customer upon request, only a one-time model exchange using the same stone is permitted within 30 days of receipt; voluntary returns for a refund are not permitted.
• Engagement rings with hidden birthstones (set into the band): Excluded from the voluntary return and exchange policy.
• Wedding Rings, Memoire Rings, and Eternity Rings (Custom-Made): Excluded from the voluntary right of return and exchange.
• Custom-Made Items & Special Requests: Excluded from the voluntary right of return and exchange. Custom-made items are custom rings—that is, rings that cannot be ordered through the regular online store and for which the seller creates a separate product page.
• Loose diamonds (natural diamonds and lab-grown diamonds): The statutory right of withdrawal applies (withdrawal period: 14 days from receipt; deadline for return: 14 days from the date of withdrawal); there is no additional voluntary right of return. Details are provided in the withdrawal policy. For deliveries to Switzerland, the seller contractually grants this right of withdrawal under the same conditions. If the customer exercises the right of withdrawal, the seller will immediately send a free, insured return label and ask the customer to ship the diamond within 3 days; this request is not a deadline—the 14-day period from the date of withdrawal remains in effect. The customer is asked to return the diamond with the original certificate; if the certificate is missing, the seller will deduct its actual costs for a replacement certificate from the testing laboratory as compensation for the value, to the extent that the customer is legally obligated to pay such compensation. The return itself does not depend on the certificate.
• 3D Try-On Rings: The 3D try-on rings are free; the customer pays only €4.90 for shipping per order. A return is not required. Unless the customer exercises their right of withdrawal, the seller will not refund the shipping costs. If the customer is entitled to a statutory right of withdrawal and exercises it within the specified time frame, the seller will refund the €4.90; a return is not necessary in this case either.
• Multiple Orders of Engagement Rings: If two engagement rings are purchased, the voluntary return or exchange option may be exercised separately for each of these rings in accordance with the terms and conditions set forth above. If three or more engagement rings are included in the same order, the voluntary return and exchange right does not apply to any of the engagement rings in that order; this includes engagement rings in stock and engagement rings with hidden birthstones. Orders from the same customer (same customer account, same email address, or same shipping address) placed within 30 days of the first such order are combined. Any returns or model exchanges that have already been completed remain unaffected. Statutory rights and individual commitments remain unaffected.
• Engraving: An engraving does not preclude a voluntary return or a model change. The seller does not charge anything for removing an engraving.
• Notification and Deadlines: The customer must notify the seller of a voluntary return or model exchange within 30 calendar days of receipt; “receipt” is defined as the day on which the customer received the merchandise, which is generally the delivery date as indicated by the tracking information. Any written statement by the customer that includes the order number and clearly states “Return” or “Model Exchange” shall be considered a notification; this includes, in particular, an entry in the seller’s returns portal (https://velur.shipping-portal.com/rp/) or an email to hey@velur.de. The customer must hand over the package to the shipping carrier within 7 days after the seller has sent the confirmation or the return label; in particular, the shipping carrier’s first scan or the drop-off receipt is sufficient proof. If the package is handed over later, the voluntary right of return and exchange lapses; statutory rights remain in effect. Delays on the part of the shipping carrier after the package has been handed over are not the customer’s responsibility.
• Condition and Original Stone: The item may only have been tried on and must be unworn and undamaged; the box, certificate, and accessories must be returned in their entirety. Refunds and exchanges are only possible with the original stone that matches the certificate provided. If any components are missing or the item shows signs of use—such as scratches or dents, a bent ring band, loose or missing stones, signs of third-party alterations, or a missing certificate—the seller may deduct an amount equal to the resulting loss in value; the seller will explain any deduction before issuing the refund. Upon receipt of the returned item, the seller will photograph it.
• Returns, Costs, and Shipping Risk: To return an item for a refund, the customer may use the seller’s insured return label, provided it is available for their country; in this case, €9 per return package used will be deducted from the refund. The customer may also return the merchandise themselves with insurance. If the customer ships the item themselves as part of this voluntary return and exchange policy, they bear the shipping risk until the package arrives at the seller’s location; when using the seller’s label, the seller bears this risk. For model exchanges, return shipping using the seller’s insured label is free in Germany and Austria; from other countries, the customer must return the item insured at their own expense. The seller will ship the new ring free of charge.
• One-time per ring: Once you have requested a model change or size adjustment, you no longer have the right to voluntarily return or exchange this ring. Voluntary returns are not permitted after a repair. Statutory rights—for example, following a failed repair—remain unaffected.
• Promotional Gifts: Promotional gifts are free items included with an order, such as a gift for orders above a certain value (promotional threshold), a gift for participating in a post-purchase survey, or a gift that a new customer receives for placing an order using a referral code. For any voluntary return for a refund, all promotional gifts from the same order must be returned, even in the case of a partial return exceeding the promotional threshold; in the case of a statutory right of withdrawal or a model change, this applies only if the order value thereby falls below the promotional threshold. Promotional gifts are not included with repairs, size adjustments, or re-plating. The seller will address missing or used promotional gifts separately; their retail price is not automatically deducted, and they do not prevent a refund following a statutory right of withdrawal.
• Refunds: In the case of a voluntary return, the seller will issue a refund no later than 14 calendar days after receiving the returned item, using the original method of payment; for amounts paid using store credit, Section 3.4 applies.

Full details, including return shipping costs and the return process, are described in the cancellation policy and on the seller’s returns page. This voluntary right does not in any way limit the consumer’s statutory rights, in particular the right of cancellation and warranty claims. If the customer states within the withdrawal period that they wish to return an item for which they have a statutory right of withdrawal, the seller will treat this as a withdrawal in accordance with statutory provisions, even if the customer specifies “return”; in such cases, the statutory provisions and the withdrawal policy apply to costs, risk, and refunds. The recycling fee is never charged in the event of a statutory withdrawal or a justified defect.

3.4 If, when switching models in accordance with Section 3.3, the customer receives the price difference for a less expensive model as store credit, the following applies: The store credit is tied to the customer’s account and is non-transferable. The seller does not set an expiration date for the store credit. The credit balance cannot be combined with promotional codes or promotional coupons and will not be paid out in cash. If merchandise paid for in whole or in part with a credit balance is returned under the voluntary right of return and exchange pursuant to Section 3.3, the seller will refund the amount paid with the credit balance only as a credit balance. In the event of a statutory right of withdrawal, the seller will refund via the payment method used: the amount paid with store credit as store credit, and other payments via the original payment method. The customer’s statutory rights regarding defects remain unaffected. In the case of a partial payment under Section 4.12, a switch to a less expensive model first reduces the outstanding balance; store credit is generated only from any actual excess payment. The credit balance is neither a promotional voucher as defined in Section 10 nor a gift certificate as defined in Section 11; the provisions of those sections do not apply to the credit balance.

4) Prices and Payment Terms

4.1 Unless otherwise stated in the seller’s product description, the prices listed are total prices that include the applicable sales tax. Any additional delivery and shipping costs, if applicable, are listed separately in the respective product description.

4.2 For deliveries to the countries listed in the online store, the seller shall bear any applicable customs duties, import sales taxes, and other import charges, as well as the costs of customs clearance. The total price displayed during the ordering process is the final price; the customer will not incur any additional costs for customs or import duties. Fees charged by the customer’s bank or payment service provider for the money transfer (e.g., transfer fees, exchange rate fees)—particularly for deliveries to a country outside the European Union or for payments made from such a country—are governed by the customer’s agreement with that provider and are to be borne by the customer.

4.3 The payment option(s) will be communicated to the customer in the seller's online store.

4.4 If payment in advance by bank transfer has been agreed upon, payment is due immediately upon conclusion of the contract, unless the parties have agreed on a later due date.

4.5 If the “SOFORT” payment method is selected, the payment transaction is processed by the payment service provider SOFORT GmbH, Theresienhöhe 12, 80339 Munich (hereinafter “SOFORT”). To pay the invoice amount via “SOFORT,” the customer must have an online banking account that has been activated for use with “SOFORT,” must authenticate their identity during the payment process, and must confirm the payment instruction to “SOFORT.” The payment transaction is then processed immediately by “SOFORT,” and the customer’s bank account is debited. The customer can find more detailed information about the “SOFORT” payment method online at https://www.klarna.com/sofort/.

4.6 If a payment method offered through the “Shopify Payments” payment service is selected, payment processing is handled by the payment service provider Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland (hereinafter “Stripe”). The specific payment methods offered through Shopify Payments are disclosed to the customer in the seller’s online store. To process payments, Stripe may use additional payment services, which may be subject to specific payment terms and conditions; the customer will be notified of these separately, if applicable. Further information about “Shopify Payments” is available online at https://www.shopify.com/legal/terms-payments-de.

4.7 If a payment method offered through the “mollie” payment service is selected, payment processing is handled by the payment service provider Mollie B.V., Keizersgracht 313, 1016 EE Amsterdam, Netherlands (hereinafter: “mollie”). The specific payment methods offered through “mollie” are displayed to the customer in the seller’s online store. To process payments, “mollie” may use additional payment services, which may be subject to specific payment terms and conditions; the customer will be notified of these separately, if applicable. Further information about “mollie” is available online at https://www.mollie.com/de/.

4.8 If a payment method offered through the “Stripe” payment service is selected, payment processing is handled by the payment service provider Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland (hereinafter “Stripe”). The specific payment methods offered through Stripe are displayed to the customer in the seller’s online store. To process payments, Stripe may use additional payment services, which may be subject to specific payment terms and conditions; the customer will be notified of these separately, if applicable. Further information about Stripe is available online at https://stripe.com/de.

4.9 If the “Purchase on Account” payment method is selected, the purchase price becomes due after the goods have been delivered and invoiced. In this case, the purchase price must be paid within 30 days of the invoice date, without any deductions, to Klarna AB, Sveavägen 46, 11134 Stockholm, Sweden (www.klarna.de), unless otherwise agreed. The “purchase on account” payment method is subject to a successful credit check by Klarna AB. If, following the credit check, the customer is authorized to use the “purchase on account” payment method, the payment will be processed in cooperation with Klarna AB, to whom the seller assigns its payment claim. In this case, the customer may make payment with discharging effect only to Klarna AB. In all other respects, the General Terms and Conditions of Klarna AB apply, which the customer can access during the ordering process. The seller reserves the right to offer “purchase on account” only up to a certain order volume and to decline this payment method if the specified order volume is exceeded. In this case, the seller will inform the customer of the applicable payment restriction in the payment information provided in the online store.

4.10 If you select the credit card payment method via Stripe, the invoice amount is due immediately upon conclusion of the contract. Payment processing is handled by the payment service provider Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland (hereinafter: “Stripe”). Stripe reserves the right to conduct a credit check and to decline this payment method if the credit check is negative.

4.11 If you select a payment method offered through the “Klarna” payment service, payment processing is handled by Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden (hereinafter “Klarna”). Further information and Klarna’s terms and conditions regarding this can be found here: https://www.klarna.com/de/agb/

4.12 For jewelry that is custom-made after the order is placed (custom orders), the customer may split the payment into two equal installments (“Split Payment”) for orders priced at €1,000 or more (or the equivalent amount in CHF as displayed in the online store). The first half is due at the time of ordering, before production begins; the second half is due within 14 days of receiving notification from the seller that the piece of jewelry is ready for shipment. The seller ships the piece of jewelry upon receipt of full payment. Split payments are not available through Klarna. The seller does not charge any interest or fees for split payments. For payments in CHF, both installments are calculated based on the exchange rate documented at the time of order. If the customer does not pay the second installment within 14 days, the seller will send a reminder and grant a grace period of at least 14 days. If the customer fails to pay even within this grace period, the seller may rescind the contract and, in accordance with statutory provisions, demand compensation for the damages actually incurred. The seller will offset this claim against the down payment and refund the remaining amount immediately; the down payment will not be forfeited in its entirety.

5) Delivery and Shipping Terms

5.1 If the Seller offers to ship the goods, delivery will be made within the delivery area specified by the Seller to the delivery address provided by the Customer, unless otherwise agreed. The delivery address specified in the Seller’s order processing system shall be decisive for the transaction.

5.2 If delivery of the goods fails for reasons attributable to the customer, the customer shall bear the reasonable costs incurred by the seller as a result. This does not apply to the costs of the initial shipment if the customer effectively exercises their right of withdrawal. If the customer effectively exercises the right of withdrawal, the provisions set forth in the seller’s withdrawal policy shall apply to the costs of returning the goods.

5.3 If the customer is acting as a business, the risk of accidental loss and accidental deterioration of the sold goods passes to the customer as soon as the seller has delivered the goods to the shipping agent, the carrier, or any other person or entity designated to carry out the shipment. If the customer is a consumer, the risk of accidental loss and accidental deterioration of the sold goods generally does not pass to the customer until the goods are handed over to the customer or to an authorized recipient. Notwithstanding the foregoing, the risk of accidental loss and accidental deterioration of the sold goods passes to the customer—even in the case of consumers— as soon as the seller has delivered the goods to the freight forwarder, the carrier, or any other person or entity designated to carry out the shipment, provided that the customer has commissioned the freight forwarder, the carrier, or the other person or entity designated to carry out the shipment, and the seller has not previously identified this person or entity to the customer.

5.4 The Seller reserves the right to withdraw from the contract in the event of incorrect or improper supply to the Seller. This applies only if the Seller is not responsible for the non-delivery and has entered into a specific offsetting transaction with the supplier with due care. The Seller will make every reasonable effort to procure the goods. In the event that the goods are unavailable or only partially available, the Customer will be notified immediately and the purchase price will be refunded without delay.

5.5 Pickup by the buyer is generally not permitted. In individual cases, it may be allowed upon prior written agreement with the seller.

5.6 Coupons are provided to the customer as follows:

– by email

5.7 The Seller displays the delivery timeframe to the Customer before the order is placed in the online store (on the product page, in the shopping cart, and at checkout). If the Seller anticipates that it will be unable to meet the displayed delivery timeframe, it shall notify the Customer immediately. The Customer’s statutory rights in the event of delivery delays remain unaffected.

6) Retention of Title

If the seller makes an advance delivery, the seller reserves title to the delivered goods until the purchase price owed has been paid in full.

7) Liability for Defects (Warranty) and Guarantee

Unless otherwise provided in the following provisions, the statutory provisions governing liability for defects shall apply. Notwithstanding the foregoing, the following shall apply to contracts for the delivery of goods:

7.1 If the customer is acting as a business,

• the seller may choose the method of subsequent performance;
• For new goods, the statute of limitations for claims arising from defects is one year from the date of delivery of the goods;
• For used goods, claims for defects are excluded;
• The statute of limitations does not start anew if a replacement delivery is made under the warranty for defects.

7.2 The limitations on liability and shortened time limits set forth above do not apply

• for the customer's claims for damages and reimbursement of expenses,
• in the event that the seller fraudulently concealed the defect,
• for goods that, when used in the manner in which they are normally intended, were used in a structure and caused its defectiveness,
• regarding any obligation the seller may have to provide updates for digital products, in the case of contracts for the delivery of goods with digital elements.

7.3 Furthermore, with respect to business customers, the statutory limitation periods for any existing statutory right of recourse remain unaffected.

7.4 If the customer is acting as a consumer, he or she is asked to file a complaint with the delivery service regarding any goods delivered with obvious shipping damage and to notify the seller of this. Failure to do so shall have no effect on the customer’s statutory or contractual claims for defects.

7.5 In addition to the statutory warranty for defects, the Seller offers a voluntary, lifetime warranty against manufacturing defects (defects in materials, workmanship, and settings) for jewelry made of solid gold and platinum that has been delivered to the European Union, the United Kingdom, or Switzerland. The delivery address specified in the order is decisive. The warranty applies for the lifetime of the jewelry only to the customer as the original purchaser (with proof of purchase) and is non-transferable. It expires upon resale. If the jewelry was given as a gift, the customer, as the original purchaser, must report the warranty claim. This warranty supplements the customer’s statutory warranty rights, which may be exercised free of charge, and does not limit them in any way. The exact terms and conditions, scope, exclusions, and the process for claiming this warranty are described in detail on the seller’s separate warranty page.

8) Liability

The Seller shall be liable to the Customer for all contractual, quasi-contractual, and statutory claims—including tort claims—for damages and reimbursement of expenses as follows:

8.1 The seller shall be fully liable on any legal grounds

• in cases of willful misconduct or gross negligence,
• in the event of intentional or negligent injury to life, body, or health,
• based on a warranty promise, unless otherwise specified in this regard,
• due to mandatory liability, such as under the Product Liability Act.

8.2 If the Seller negligently breaches a material contractual obligation, liability is limited to the foreseeable damages typical for this type of contract, unless unlimited liability applies in accordance with the preceding paragraph. Material contractual obligations are obligations that the contract imposes on the Seller, based on its content, to achieve the purpose of the contract; the fulfilment of which is essential for the proper performance of the contract; and on the observance of which the Customer may regularly rely.

8.3 In all other respects, the seller’s liability is excluded.

8.4 The foregoing liability provisions also apply with respect to the Seller’s liability for its agents and legal representatives.

9) Special Terms and Conditions for the Processing of Goods According to Specific Customer Specifications

9.1 If, under the terms of the contract, the Seller is obligated not only to deliver the goods but also to process them according to the Customer’s specific specifications, the Customer must provide the Seller with all content required for such processing—such as text, images, or graphics—in the file formats, formatting, image sizes, and file sizes specified by the Seller, and must grant the Seller the necessary rights of use for this purpose. The customer is solely responsible for procuring this content and acquiring the necessary rights to it. The customer declares and assumes responsibility for having the right to use the content provided to the seller. In particular, the customer shall ensure that this does not infringe any third-party rights, including, but not limited to, copyrights, trademark rights, and personality rights.

9.2 The Customer shall indemnify the Seller against any claims that third parties may assert against the Seller in connection with an infringement of their rights resulting from the Seller’s use of the Customer’s content in accordance with the contract. The Customer shall also bear the necessary costs of legal defence, including all court and attorney’s fees at the statutory rate. This does not apply if the Customer is not responsible for the infringement. In the event of a claim by a third party, the Customer is obligated to provide the Seller immediately, truthfully, and completely with all information necessary to assess the claims and mount a defence.

9.3 The Seller reserves the right to refuse processing orders if the content provided by the customer for this purpose violates any legal or regulatory prohibitions or is contrary to public decency. This applies in particular to content that is anti-constitutional, racist, xenophobic, discriminatory, offensive, harmful to minors, and/or glorifies violence.

10) Redeeming Promotional Coupons

10.1 Coupons issued free of charge by the Seller as part of promotional campaigns with a specific validity period, which cannot be purchased by the customer (hereinafter “Promotional Coupons”), may only be redeemed in the Seller’s online store and only during the specified period.

10.2 Promotional coupons may only be redeemed by consumers.

10.3 Certain products may be excluded from the coupon promotion if the terms of the promotional coupon specify such a restriction.

10.4 Promotional coupons can only be redeemed before the order process is completed. They cannot be applied retroactively.

10.5 Only one promotional coupon may be redeemed per order.

10.6 The value of the merchandise must be at least equal to the amount of the promotional coupon. The seller will not refund any remaining balance.

10.7 If the value of the promotional coupon is not sufficient to cover the order, one of the other payment methods offered by the seller may be selected to pay the remaining balance.

10.8 The balance of a promotional coupon will not be paid out in cash, nor will it accrue interest.

10.9 The promotional coupon is non-refundable if the customer returns goods paid for in whole or in part with the promotional coupon under their statutory right of withdrawal.

10.10 The promotional coupon is transferable. The seller may make payment with discharging effect to the respective holder who redeems the promotional voucher in the seller’s online store. This does not apply if the seller is aware of—or is grossly negligent in failing to be aware of—the respective holder’s lack of entitlement, legal incapacity, or lack of authority to act on behalf of another.

11) Redeeming Gift Certificates

11.1 Gift certificates that can be purchased through the Seller’s online store (hereinafter “Gift Certificates”) may only be redeemed in the Seller’s online store, unless otherwise specified on the gift certificate.

11.2 Gift certificates and any remaining balance on gift certificates may be redeemed until the end of the third year following the year of purchase. Any remaining balance will be credited to the customer’s account until the expiration date.

11.3 Gift certificates can only be redeemed before the order process is completed. They cannot be applied retroactively.

11.4 Only one gift certificate may be redeemed per order.

11.5 Gift certificates may only be used to purchase merchandise and not to purchase additional gift certificates.

11.6 If the value of the gift certificate is not sufficient to cover the order, one of the other payment methods offered by the seller may be selected to pay the remaining balance.

11.7 The balance on a gift certificate will not be paid out in cash, nor will it accrue interest.

11.8 The gift certificate is transferable. The Seller may make payment with discharging effect to the respective holder who redeems the gift certificate in the Seller’s online store. This does not apply if the Seller is aware of—or is grossly negligent in failing to recognise—the respective holder’s lack of entitlement, legal incapacity, or lack of authority to act on behalf of another.

12) Velur Care Plan

12.1 The Velur Care Plan is a paid service offered for a specific ring available in the online store. The customer orders it along with the ring or through an add-on offer provided by the seller in connection with that ring order. The Care Plan is tied exclusively to the specified ring and does not apply to other pieces of jewelry.

12.2 A coverage year consists of twelve months from the start of the coverage period or from the first anniversary of that start date. If the Care Plan is purchased at a later date, the date the ring was originally received remains the effective start date of the coverage period. The seller will display the known validity period to the customer prior to purchase.

12.3 During each term year, the customer may send the ring in for refurbishment once. Refurbishment includes cleaning and professional polishing of the ring, inspection of the setting and stone, and restoration of minor signs of wear; for white gold rings, this also includes renewal of the rhodium plating. The work is performed by a goldsmith commissioned by the seller. Any refurbishment not used during a contract year expires at the end of that year and is non-refundable. The date the request is received by the seller determines which contract year it is assigned to. A refurbishment requested within a contract year may also be performed after the end of that year.

12.4 Repairs, the replacement of stones, resizing, and re-gilding are not included. The warranty under Section 7.5 and the rules regarding resizing apply to these services. If the goldsmith discovers damage during the inspection, the customer will receive a cost estimate before any work subject to a charge is performed. No additional work subject to a charge will be performed without the customer’s consent. If restoration is not safely possible due to the condition of the ring, the seller will coordinate the next steps with the customer.

12.5 The customer must request the refurbishment in writing, including their order number, for example by email to hey@velur.de. For shipments from Germany or Austria, the seller will provide an insured return shipping label and cover the costs of both outbound and return shipping; with this label, the seller assumes the risk of loss during transit. From other countries, the customer must ship the ring insured at their own expense and bears the transport risk until the ring arrives at the seller’s location. The seller will cover the cost of return shipping to the customer.

12.6 If the customer returns the ring for a refund under the voluntary right of return specified in Section 3.3, the seller will also refund the price of the Care Plan, provided that no refurbishment services have yet been used. In the event of a model change pursuant to Section 3.3 or the receipt of a replacement ring, the Care Plan is transferred to the new ring; the term of the plan and any refurbishment services already used remain valid. In the event of a statutory cancellation of the ring purchase, the statutory provisions and the cancellation policy apply.

12.7 The Care Plan exists in addition to the customer’s statutory rights regarding defects and the warranty under Section 7.5, and does not limit those rights. The complete terms and conditions are available on the Care Plan page.

12.8 Consumers have a statutory right of withdrawal for the Care Plan. Details are provided in the withdrawal policy.

13) Alternative Dispute Resolution

The seller is neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

As of: October 13, 2026 · Previous version