Returns & Exchanges

If the product has any damage in the factory or during transportation, can the customer make a return?

The User may return the product without any cost in the event that it is a manufacturing defect or wrong product, and we will send a return guide by mail. If the customer wishes to make a return or exchange, the shipping costs are the responsibility of the customer.


The Juliet Aurel team is committed to excellence and the total satisfaction of our customers, we will gladly accept requests for returns of unused, undamaged or defective products within 5 days of delivery of the merchandise. Only the cost of the product will be refunded, shipping costs will not be refunded. Return shipping is the responsibility of the customer and must be carried out with shipping insurance. If you purchased one of our jewelry pieces from a third-party seller and wish to exchange or return it, you must take the piece to the original dealer where you purchased the item. We are not responsible for any jewelry that was purchased directly from our online store.

How long do they have to make their warranty valid once the customer receives the product?

The user will have a period of 5 business days from the date they receive the product.

Does the return due to factory damage have any cost to the user/customer?

The return of products that have factory defects will not have any additional cost to the User.


  • Juliet Aurel is committed to guaranteeing the best quality, which is why if any of your jewelry has a factory defect, the repair will be made at no extra cost.
  • Our team may carry out repairs at an additional cost if it is considered that the damage was caused by misuse of the part.
  • In the previous case, shipping and insurance costs are the responsibility of the customer to continue with the repair.

If the product has been purchased at a discount, the customer must cover the shipping cost for the exchange or return.

What process should I follow to file a return ticket for a factory defect?

  • Send an email, requesting a return pre-authorization form explaining the reasons for your return and including photographs of the product.
  • You must complete the form to receive authorization and send the product to the address provided to you.
  • Shipping and insurance costs are the responsibility of the customer, the original packaging must be included. In the event that it is considered a factory defect, our team will be responsible by sending a guide so that the product can be returned.
  • Upon receipt and inspection of the returned item (5-8 business days), the applicable refund will be issued (refund excludes shipping charges and insurance costs) only if the items are in the original retail condition and original packaging.
  • Returns will not be accepted if the piece appears to have been used or altered.
  • Once the return is authorized, the refund will be made.
  • If more than 5 days have passed since your purchase and you have not been able to contact us for a return or exchange, unfortunately we cannot offer a refund or exchange.

How long will the process take for the customer to receive the new product?

The delivery of the product with the same characteristics or the new model chosen by the User, as appropriate, will be made within a period of 3 to 5 business days, from the date on which the Juliet Aurel team confirms with the User the change of the defective product or sending the new model.

If the same product is not in stock, the customer will receive another product suggestion or a refund will be made, as desired.

At what point will the refund be made to the customer?

Once our team verifies that the order is in good condition, we will proceed to refund all amounts paid by the User, not including shipping costs.

The return period for the amounts paid will depend on the payment method that the User used when purchasing the product.