Right of Withdrawal Policy & Sample Withdrawal Form

A. Cancellation Policy

Introduction

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) Statutory Right of Withdrawal & Exceptions

For which products does the statutory right of withdrawal apply?

For all ready-made items that are not custom-made for you. This includes our Ready-to-Ship collections (e.g., Promise rings, Klee Collection). The statutory right of withdrawal also applies to Liora Duo and Liora Trio, engagement rings in stock, loose diamonds (natural diamonds and lab-grown diamonds), and 3D try-on rings. You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party designated by you, other than the carrier, took possession of the goods. If multiple items from a single order are delivered separately, the period begins on the day on which you or a third party designated by you, other than the carrier, took possession of the last item.

Exclusion of the Statutory Right of Withdrawal

The statutory right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for which the consumer’s individual selection or specification is decisive for their manufacture (Section 312g(2)(1) of the German Civil Code (BGB)).

This applies to the following “made-to-order” products:

Engagement rings (from the configurator) that are not pre-made but are crafted after you place your order according to your selections in the configurator, including those with hidden birthstones. Engagement rings in stock are not excluded.
Wedding Rings (from the configurator)
Memoir Rings
Custom Orders & Special Requests (individual special requests that cannot be configured using the configurator: custom rings—that is, rings that cannot be ordered through the website’s regular process and for which we create a separate product page)

Statutory warranty rights (rights arising from defects) remain unaffected by this.

2) Velur's Voluntary Return and Exchange Policy

Regardless of your statutory right of withdrawal, we offer the following voluntary policies as a gesture of goodwill. These never apply to a statutory withdrawal: If you state within the withdrawal period that you wish to return an item covered by the statutory right of withdrawal, we will treat this as a withdrawal in accordance with statutory rules, without applying the deductions associated with voluntary returns—even if you write “return.” In contrast, the paragraphs regarding loose diamonds and 3D try-on rings before the “Important Note” at the end of this section describe your statutory right of withdrawal and include voluntary services only as a supplement.

Ready-to-Ship & Standard Jewellery

You may return these items (including regular birthstone rings and the single Liora bracelet) in their entirety within 30 days of receipt.

Liora Duo and Liora Trio

There is no voluntary 30-day return policy because you choose the stone combination yourself.

Engagement Rings (Made-to-Order)

Within 30 days of receipt, you have two options:

Free Model Exchange: Exchange the ring once, free of charge, for another model of your choice. A model exchange means switching to a different ring model with the same center stone. This is possible if we offer the new model in a shape and size that fits the existing center stone and the stone is undamaged. If you choose a more expensive model, you’ll pay the difference; if you choose a less expensive model, you won’t receive a cash refund—instead, the difference will be credited to your customer account (no expiration date, non-transferable, cannot be combined with promotional codes). We compare the originally agreed-upon ring price after the discount with the price of the new model. Return shipping is free within Germany and Austria using our insured shipping label; from other countries, you must return the item insured at your own expense. We’ll send you the new ring free of charge.
Refund: We will refund the price paid for the ring, minus a recycling fee of 300 € per returned ring, up to a maximum of 20% of the price paid for the ring. When you submit your return request, you must confirm the recycling fee in writing (for example, via the returns portal or by email); we will issue the refund only after you have done so.

For engagement rings featuring a natural diamond—which we source individually upon your request—only a model change using the same stone is permitted; no voluntary refund is available.

We treat engagement rings in stock the same way we treat standard jewelry: 30-day return policy with a refund and no recycling fee.

If you have two eligible engagement rings, you may return each ring individually. If there are three or more engagement rings in the same order, this voluntary service no longer applies to any of the engagement rings in that order; engagement rings in stock and rings with hidden birthstones are included in this count. We combine orders placed from the same customer account, the same email address, or the same shipping address within 30 days of the first such order. This does not affect any returns or model exchanges that have already been completed. Your statutory rights remain unaffected.

Engagement Rings with Hidden Birthstones

Excluded from the voluntary exchange and return policy.

Wedding Bands, Memoire Rings, and Eternity Rings (Made-to-Order)

Due to the highly customized nature of these items, wedding bands, memory rings, and eternity rings are excluded from the voluntary exchange and return policy.

Custom-Made Items & Special Requests (Custom Rings)

Completely excluded from returns and exchanges.

Procedure for Voluntary Return and Model Replacement

Please notify us of the return or model exchange within 30 calendar days of receipt; “receipt” refers to the day you received the merchandise, which is typically the delivery date shown in the tracking information. Any written notification that includes the order number and clearly states “Return” or “Model Exchange” counts as a notification—for example, an entry in the returns portal, an email to hey@velur.de, or a letter sent to our address (Section 3). Hand the package over to the shipping carrier within 7 days after we have sent you the confirmation or the shipping label. The shipping carrier’s first scan or the drop-off receipt is sufficient proof. If you hand over the package later, this voluntary service ends; your statutory rights remain unaffected. Delays on the part of the shipping carrier after the package has been handed over are not your responsibility.

The item may only have been tried on and must be unworn and undamaged; the box, certificate, and accessories must be complete. Returns and model exchanges are only possible with the original stone that matches the included certificate. Once a model change or size adjustment has been requested, there is no further voluntary right of return or exchange for this ring. Voluntary returns are not permitted after a repair. Your statutory rights—for example, following a failed repair—remain unaffected. An engraving does not preclude a voluntary return or model change; removal of the engraving is free of charge.

Our insured return label costs €9 per return package, if available in your country, and will be deducted from your refund. You can also ship your return insured on your own. If you ship a voluntary return yourself, you bear the shipping risk until the package arrives at our facility; with our insured label, we bear that risk. In the case of a statutory right of withdrawal, we always bear the shipping risk, even if you ship the return yourself.

We will issue a refund no later than 14 calendar days after we receive the returned item, using the same payment method used for the original transaction.

Loose Diamonds (Natural Diamonds and Lab-Grown Diamonds)

There is no additional voluntary return policy for loose diamonds; your statutory right of withdrawal applies (Sections 1 and 3): You may withdraw from the contract within 14 days of receipt and have 14 days from the date of your withdrawal to return the diamond. We voluntarily cover the cost of return shipping: If you cancel the contract, we will immediately send you a free, insured return label and ask you to ship the diamond within 3 days. This request is not a deadline; the statutory 14-day period from the date of your cancellation remains in effect. For deliveries to Switzerland, we grant this right of cancellation contractually under the same terms. Please return the diamond with the original certificate; if it is missing, we will deduct our actual costs for a replacement certificate from the testing laboratory as compensation for the value, to the extent that you are 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; you only pay €4.90 for shipping per order. You do not need to return them. We do not refund shipping costs unless you exercise your right to cancel. If you are entitled to a statutory right to cancel and you cancel within the cancellation period, we will refund the €4.90; even then, you do not need to return the rings.

Important Note: If a piece of jewellery does not match the images or the specifications you ordered, you may, of course, return it in its entirety at no cost—with no fees and no deductions. The restrictions listed above apply only if you are not satisfied with the item.

3) Exercising the Right of Withdrawal & Returns

To exercise your right of withdrawal (for applicable products), you must notify us of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by mail or an email):

F.M. LUXURY COLLECTIONS LTD

ONISIFOROU CENTER, 2nd floor

8011 Agios Theodoros, Cyprus

Email: hey@velur.de

You may use the attached sample cancellation form for this purpose, although its use is not required. To meet the cancellation deadline, it is sufficient that you send the notice of your intention to exercise your right of cancellation before the cancellation period expires.

However, you should report a voluntary return or a model change via the returns portal or in writing—for example, by email to hey@velur.de (see Section 2).

Returns from Germany, Austria, and Switzerland can be shipped to our logistics partner in Germany. The merchandise must be returned immediately, no later than fourteen days after the notice of cancellation, to the following address:

F.M. Operations

12 Birkenweg

93358 Train

Germany

The deadline is met if you ship the goods before the fourteen-day period expires.

Consequences of Cancellation (for applicable products)

We will refund all payments received, including standard shipping costs, without delay, no later than fourteen days from the date we receive notice of your withdrawal from this contract. We will use the same payment method you used for the original transaction for this refund, unless we have expressly agreed otherwise with you; in no event will you be charged any fees in connection with this refund. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever comes first.

You are responsible for the direct costs of returning the merchandise; for loose diamonds, we cover those costs. If you use our insured return label, we will deduct €9 from your refund; you may also return the merchandise yourself. You do not need to return 3D try-on rings; your refund will be processed without requiring a return.

You are only liable for any loss in value of the goods if such loss is attributable to handling that goes beyond what is necessary to assess the nature, characteristics, and functionality of the goods.

4) Note on Financed Transactions (Klarna)

If you finance this contract through a loan (e.g., Klarna instalment plan) and later cancel it, you are no longer bound by the loan agreement either, provided that both contracts form a single economic unit. In this case, your lender will assume our rights and obligations with regard to the legal consequences of the cancellation. For more information, please refer to Klarna’s terms and conditions.