Refund policy

We offer a voluntary 30-day return period and one complimentary size replacement for each ring. This policy also explains what happens if an item is faulty, incorrect, damaged during delivery or lost.

Nothing in this policy limits any mandatory consumer rights that apply to your purchase.

Before sending anything back

Contact us at info@yu-yulino.com and include your order number.

For damage or a possible manufacturing fault, please also include clear photos. A photo is not required for a standard return or size replacement.

Please wait for our return address and customs instructions before sending an item. Returns are sent to our workshop in Tbilisi, Georgia. Sending a return without contacting us first may cause delays or customs charges.

Standard 30-day returns

You may request a return within 30 days of delivery.

The piece must be unworn and in its original condition. Trying it on carefully is fine. Please include the original packaging where reasonably possible.

Return shipping is paid by the customer. Please use a tracked service, keep the proof of postage and send us the tracking number. The return should be handed to the carrier within 14 days after we provide the return instructions.

Discounted pieces follow the same return rules as full-price pieces.

Most Yu-Yulino pieces are made after an order is placed, but they are not personalised. Standard made-to-order production does not exclude a piece from return.

These conditions do not reduce any mandatory right to inspect a purchase as you would in a physical shop. Where permitted by law, a deduction may apply only if the piece has lost value because it was handled beyond what was necessary to inspect it.

If the ring size is not right

Contact us within 30 days of delivery. We offer one complimentary size replacement for each ring.

You pay to send the original ring back to our workshop in Tbilisi. Yu-Yulino covers the replacement ring and its delivery to you.

Please use a tracked service and send us the tracking number. Once tracking confirms that the carrier has accepted the return, we will prepare and send the replacement without waiting for the ring to reach us.

If we sent a different size from the one ordered, this is our error and Yu-Yulino covers the necessary return and replacement shipping costs.

The replacement ring may itself be returned under the standard return rules within 30 days of delivery, but a second complimentary size replacement is not included.

Damaged, faulty or incorrect items

If a piece arrives damaged, is different from what you ordered or appears to have a manufacturing fault, contact us with your order number and clear photos.

Please do not send it back before receiving our instructions.

After we confirm the problem, we will provide a free replacement and cover the necessary costs.

If the piece needs to be returned, we will reimburse the reasonable cost of tracked return shipping agreed with us in advance. We will prepare and send the replacement after tracking confirms that the carrier has accepted the return. You do not need to wait for it to reach us.

If replacement is impossible or cannot be provided within a reasonable time and without significant inconvenience, we will provide the remedy required by applicable law, which may include a price reduction or full refund.

Customers protected by EU consumer law have a minimum two-year legal guarantee for faulty goods. National law may provide additional rights. This policy does not replace or reduce those rights.

Accidental damage and natural wear

Damage caused by an accident, impact, improper use or ordinary wear is not a manufacturing fault. Natural tarnishing of silver and gradual surface wear are also not manufacturing faults.

We do not offer an international paid repair service because international shipping can cost more and take longer than a local repair. A local jeweller will usually be the faster and less expensive option.

If useful, contact us and we can provide information about the piece for your jeweller. This does not affect your rights where the damage was caused by an underlying manufacturing fault.

Lost parcels

If tracking has not updated for an unusual period, contact us and we will investigate with the carrier. A delayed tracking scan alone does not mean that a parcel is lost.

If the carrier confirms that the parcel is lost or cannot provide proof of delivery, you may choose either a free replacement or a full refund.

For a one-of-a-kind item, you may choose a replacement if it can reasonably be remade, or a full refund.

Other exchanges

The complimentary replacement applies only when a ring size is not right.

If you would like a different design, finish or product, please use the standard return process and place a new order.

Cancelling before dispatch

If you want to cancel an order before it is dispatched, contact us as soon as possible.

If it has not yet been dispatched, we will cancel it and issue a full refund. If the parcel has already been handed to the carrier, the standard return process applies after delivery.

Parcels returned to us

If a parcel is returned because the delivery address supplied with the order was incorrect or incomplete, the customer pays the new shipping cost.

The customer also pays for reshipping if the parcel reached a collection point, the carrier provides evidence that the customer was notified and had a reasonable opportunity to collect it, but the parcel was not collected before the storage period expired.

If the address was correct but the carrier failed to notify the customer, returned the parcel by mistake or cannot provide evidence that the customer had a reasonable opportunity to receive it, Yu-Yulino will offer either free reshipping or a full refund.

Refusing delivery does not by itself notify us that you want to cancel the order. Please email us. Any refund or deduction of direct return costs in this situation will be handled in accordance with the mandatory consumer law that applies to the purchase.

Refunds

For an approved standard return, we refund the price paid for the returned piece.

Where a mandatory withdrawal right applies, we also refund any other amount required by that law, including the least expensive standard outbound delivery charge where required. Return shipping remains the customer’s responsibility for a standard return.

A full refund for an item that is faulty, incorrect, damaged during delivery or lost includes the price paid for that item and any original shipping amount that must be refunded.

Refunds are issued through the original payment transaction. If your bank or payment provider converted currencies, the amount credited to your account may differ because of its exchange rate or fees.

We will notify you when the refund has been issued, but your bank or payment provider may need additional time to credit it to your account.

For voluntary returns outside any mandatory withdrawal period, we issue the refund after receiving and inspecting the returned piece.

Where a mandatory withdrawal right applies, we issue the refund within the period required by law. We may withhold the refund until we receive the returned piece or evidence that it has been sent, whichever happens first.

Contact

To start a return or ask a question, email info@yu-yulino.com.