Refund policy
Thank you for choosing Sakura Jewels. We specialize in Japanese stainless steel jewelry crafted with precision and care, including made-to-order personalized pieces. This Refund & Return Policy explains your rights and our conditions in accordance with Spanish and European Union consumer protection regulations.
1. Right of Withdrawal (EU & Spain)
In accordance with Spanish and EU law, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the goods, without providing any reason.
To exercise this right, the following conditions must be met:
- The item must be unused, in its original condition and packaging
- All original accessories, inserts, and protective elements must be included
- Personalized or custom-engraved jewelry is excluded from the right of withdrawal, as these items are produced specifically for the customer, in accordance with Article 103 of the Spanish Consumer Law
To initiate a withdrawal, please contact us by email at
customerservice@sakurajewels.com
and include your full name, order number, and a clear statement of your intention to withdraw.
Once confirmed, you will have 14 calendar days to return the item to the return address provided by email.
Refunds are issued within 14 calendar days after receipt and verification of the returned item, using the original payment method.
Return shipping costs are borne by the customer, unless the return is due to a defective item or an error on our part.
2. Order Cancellation (Before Shipping)
You may request to cancel or modify your order after placing it. However, please note that orders may be processed and shipped within a few hours.
As our customer service response time is 24–48 hours, we cannot guarantee that your request will be seen before the order is shipped. Therefore, cancellation or modification may not be possible, even if your request is submitted shortly after placing the order.
We kindly ask you to review your order carefully before completing your purchase.
3. Returns & Claims After the Withdrawal Period
We do not accept returns based on change of mind or incorrect product selection after the expiration of the statutory withdrawal period. Customers are responsible for ensuring that the selected product meets their needs prior to purchase.
If an item is alleged to be damaged or defective, the customer must notify Sakura Jewels without undue delay and, in any case, as soon as reasonably possible after delivery. Any manufacturing defect would be evident upon receipt or during the first inspection or initial use.
Notifications made more than 72 hours after delivery will be subject to heightened verification requirements, as the passage of time significantly limits the ability to determine whether the condition existed at the time of delivery. In such cases, the customer may be required to provide clear, objective evidence that the defect was present upon receipt.
Where a manufacturing defect is not clearly established, the product shall be deemed conforming at delivery, and no refund, replacement, or return will be granted.
4. Non-Returnable Items
The following items are not eligible for return or refund:
- Personalized or custom-engraved jewelry (unless defective)
- Items showing signs of wear, use, or damage not attributable to a manufacturing fault
- Products returned without original packaging or with missing components
5. Return Procedure
If your return or claim is approved, the following procedure applies:
- Contact us at customerservice@sakurajewels.com
- You will receive detailed return instructions and, where applicable, a prepaid, trackable return label
- Pack the jewelry securely in its original packaging
- Return the parcel using the provided label or a fully trackable shipping service
For inspection-related cases, Sakura Jewels may provide a prepaid return label to ensure secure transport.
If a manufacturing defect is confirmed, all associated return costs will be covered by us.
If the item is found to be fully compliant and undamaged, it will be returned to the customer, and the cost of shipping in both directions may be charged to the customer.
Refunds following inspection and approval are generally processed within 7 business days.
If a parcel cannot be delivered due to customer unavailability and is returned to Sakura Jewels, the return will be treated as customer-initiated. The product price will be refunded once the item is received and verified.
6. Shipping Fees
Shipping and return shipping fees are non-refundable, except where:
- The return results from an error on our part
- The item is confirmed to be defective
If a prepaid return label was issued and the item is found to be non-defective, Sakura Jewels reserves the right to deduct or recharge the associated shipping costs.
7. Lost or Delayed Parcels (EU Consumer Rights)
In line with EU Directive 2011/83/EU, orders must be delivered within the timeframe communicated at checkout. In the event of a delay, the customer may request resolution, and the seller may allow an additional reasonable delivery period.
Parcels are considered lost if they have not been delivered within 60 days from the date of dispatch. This timeframe reflects international shipping standards and enables full carrier investigation and compensation procedures.
If a parcel is confirmed as lost, the customer is entitled to a full refund or replacement, according to their preference.
8. Use & Condition of Jewelry
The right of withdrawal applies only if the jewelry has been handled solely to the extent necessary to verify its nature, characteristics, and basic appearance.
Use beyond inspection — including prolonged wear, exposure to water, cosmetics, perfumes, chemicals, or repeated use over multiple days — constitutes use beyond inspection and excludes the item from return eligibility.
Condition-related concerns arising after wear do not constitute a manufacturing defect where the item is structurally intact and compliant at delivery.
9. Policy Updates
This policy may be updated at any time. Customers are encouraged to review the most recent version before placing an order.