Refund policy
At Vaalberg, we want you to feel confident when choosing a piece of jewellery that is designed to become part of your story.
We carefully inspect every order before it leaves our studio to ensure the highest standards of quality and craftsmanship. If you need to return an eligible item, our team is here to guide you through the process.
For any questions regarding returns, exchanges or your order, please contact our Customer Care team at support@vaalberg.com. We are happy to assist you and ensure a smooth and transparent experience.
Right of Withdrawal
For consumers residing within the European Union, eligible purchases are covered by a statutory right of withdrawal.
You may request a return within 30 days of receiving your order, provided the product meets our return conditions.
Return Conditions
To be accepted, returned items must:
- Be unworn and unused
- Be returned in their original and unchanged condition
- Include all original packaging
- Include all certificates and accompanying documentation
- Include any security tags or seals, where applicable
Items that show signs of wear, damage, alteration or use may not be accepted for return.
How Refunds Work
Once your returned item has been received, inspected and approved, your refund will be processed within 30 days.
Refunds will be issued using the original payment method.
Made-to-Order & Custom Jewellery
Many Vaalberg jewellery pieces are individually crafted after purchase based on your personal selections.
Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to products that are made according to the customer’s specifications or are clearly personalised.
This means that engagement rings and other jewellery individually created according to your chosen diamond, metal, setting, ring size, engraving or other personal specifications cannot be cancelled, returned or refunded once production has commenced.
Before production begins, we carefully review your order details to ensure your selections are correct. Our team is always available to assist with diamond selection, design choices and ring sizing before you place your order.
Please note that this limitation does not affect your statutory rights regarding defective products.
Ring Size Responsibility
As engagement rings are individually crafted based on your selected specifications, customers are responsible for ensuring the correct ring size is provided at the time of purchase.
If you are unsure about your size, our team is happy to assist you before your order is placed.
Warranty & Complaints
Every Vaalberg piece is created with attention to detail and high-quality craftsmanship.
We provide a manufacturing warranty covering defects in workmanship and materials under normal use. Your statutory consumer rights under applicable EU legislation remain unaffected.
What Our Warranty Covers
Our warranty covers manufacturing defects related to:
- Craftsmanship
- Materials
- Setting and construction of the jewellery
What Our Warranty Does Not Cover
The warranty does not cover:
- Normal wear and tear
- Scratches or surface marks
- Accidental damage
- Misuse or improper handling
- Improper care
- Chemical exposure
- Discolouration caused by external factors
- Lost stones
- Modifications or repairs performed by third parties
Making a Warranty Claim
If you believe your jewellery has a manufacturing defect, please contact our customer care team as soon as possible.
To assist with your request, we may ask for:
- Photos of the item
- Details about the issue
- The return of the jewellery for inspection
If your claim is approved, Vaalberg may repair the item, replace the product, offer a price reduction or provide a refund in accordance with applicable consumer protection laws.
Our Commitment
A Vaalberg piece is created to be worn, cherished and passed on. We are committed to supporting you throughout the lifetime of your jewellery and ensuring every piece continues to reflect the quality and craftsmanship it was created with.
