Refund policy

This Policy applies to purchases made through shards-store.com and does not limit any mandatory consumer rights under Bulgarian or EU law.

1. Handmade products

SHARDS necklaces and bracelets are handmade and may contain natural or individually formed materials, including pearls and Murano glass. Minor variations in colour, shape, size or finish are natural and are not considered defects where they are consistent with the product description.

2. Returns

EU consumers may withdraw from an online purchase within 14 calendar days of receiving the goods, without giving a reason.

To request a return, email info@shards-store.com within this period and include your order number. You must send the goods back within 14 days of notifying us.

For change-of-mind returns, the customer bears the return shipping cost. We recommend using a tracked shipping method, as the customer remains responsible for the parcel until it is received by SHARDS.

3. Condition of returned goods

Returned items should be unworn, unaltered and returned with their packaging, security tag and included accessories where possible.

You may inspect and carefully try on the jewellery. However, if the item has been used or handled beyond what is reasonably necessary to inspect it, we may reduce the refund by an amount reflecting the actual loss in value.

Missing packaging, tags or a paper receipt does not automatically remove your right to return the product.

4. Refunds

Refunds will be made using the original payment method and currency.

We will issue the refund within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the goods or you provide proof that they have been sent.

If the entire order is returned, we will also refund the cost of our least expensive standard delivery option. Additional costs for express or premium delivery are not refundable.

Your bank or payment provider may require additional time to process the refund. SHARDS is not responsible for exchange-rate differences or third-party currency conversion fees.

5. Exchanges

Standard products may be exchanged for another available size, length or product.

If the replacement item costs more, the customer must pay the difference. If it costs less, the difference will be refunded to the original payment method.

For change-of-mind exchanges, the customer bears the return shipping cost and any applicable delivery cost for the replacement item.

6. Personalised products

The right of withdrawal does not apply to jewellery made to the customer’s individual specifications or clearly personalised, including custom designs, individual engraving or non-standard measurements supplied by the customer.

A product is not considered personalised merely because it is handmade, made after ordering or selected in a standard size, length, colour or other option offered on the product page.

This exception does not apply where the product is faulty, damaged, incorrect or non-conforming.

7. Faulty or incorrect goods

If an item arrives damaged, is faulty, is incorrect or does not match its description, contact info@shards-store.com with your order number, a description of the issue and photographs where possible.

We may request an inspection before confirming the remedy.

Where required by law, you may request repair or replacement. A price reduction or refund may be available in the circumstances provided by law. Valid statutory remedies, including necessary return shipping, are provided free of charge.

Damage caused after delivery by impact, pulling, water, perfume, cosmetics, chemicals, unauthorised alteration or normal wear is not considered a product defect unless the issue was caused by faulty materials or workmanship.