European Union Orders
The following terms apply to orders delivered to customers in the European Union and override any conflicting provision in our General Refund Policy only where required by applicable consumer law.
1. Customer-Created, Customised and Personalised Products
Products created specifically according to the customer’s selections, specifications, or personalisation are not eligible for cancellation, return, exchange, or refund due to a change of mind.
This includes products for which the customer selects or provides a specific combination of:
- Base product or silhouette
- Colour
- Design or print
- Product configuration
- Bundle contents
- Name, initials, message, or custom text
- Any other available customisation option
These products are produced specifically for the individual customer after the order is placed and are not held as standard finished inventory.
The 14-day right of withdrawal does not apply where the product qualifies as being made to the customer’s specifications or is clearly personalised under applicable law.
This restriction does not affect the customer’s statutory rights where the product is defective, damaged, incorrectly produced, or does not match the confirmed order specifications.
2. Standard and Non-Customised Products
Standard products that are not created using customer-selected specifications or personalisation are eligible for the applicable 14-day statutory cooling-off period.
This includes standard pre-order jewellery and other standard products where the customer receives the regular advertised product without customer-specific customisation.
To begin a return, the customer must email support@araftadizi.com within 14 days of receiving the order.
The email must include:
- Customer name
- Order number
- Product being returned
- Date of delivery
- Reason for the return
Returns sent without first contacting Arafta Store and receiving return instructions may be refused or delayed.
3. Return Deadline and Shipping
After notifying Arafta Store of the return, the customer must dispatch the product to our designated return address within 14 days.
The customer is responsible for arranging and paying all direct costs associated with the return, including, where applicable:
- Return shipping
- Packaging
- Tracking and insurance
- Customs documentation
- Export or import processing
- Duties and taxes relating to the return shipment
- Brokerage and clearance charges
- Administrative, handling, storage, or courier charges
- Any other return-related charge legally payable by the customer
All returns must be sent using a tracked, prepaid shipping service.
We do not accept Cash on Delivery, freight-collect, unpaid, or improperly declared return shipments.
The customer is responsible for the product until it is delivered to our designated return address. Arafta Store is not responsible for products lost, delayed, damaged, abandoned, or held by customs during return transportation.
Any return-related charge imposed on Arafta Store because the shipment was not fully prepaid may be deducted from the refund to the extent permitted by applicable law.
4. Return Condition and Inspection
Refunds are processed only after the returned product has been received and inspected by Arafta Store.
The product must be returned:
- Unused and unworn, except for reasonable inspection
- Unwashed
- Unaltered
- Free from stains, scratches, odours, damage, or signs of use
- With all original components, accessories, tags, certificates, inserts, and complimentary items
- With the original product and protective packaging, wherever reasonably possible
- Securely packed to prevent damage during return transportation
Jewellery must not show signs of wear, scratches, bending, alteration, exposure to chemicals, or damage caused after delivery.
Where a returned product has been used, worn, damaged, altered, inadequately packed, or handled beyond what is reasonably necessary to inspect it, Arafta Store may reduce the refund to account for the resulting loss in value.
Products returned incomplete or in a condition that has eliminated or materially reduced their resale value may be subject to a deduction of up to the full product value, where permitted by applicable law.
5. Refund Processing
Arafta Store may withhold the refund until:
- The returned product has been received; or
Once the product has been received and inspected, the customer will be informed whether the return has been accepted and whether any diminished-value deduction applies.
For an accepted statutory withdrawal, the refund will include:
- The eligible product amount paid; and
- The cost of the least expensive standard outbound delivery option offered for the order, where legally required.
The following are not refundable:
- Express, expedited, priority, or premium shipping upgrades
- Return shipping
- Return packaging and insurance
- Duties, VAT, taxes, brokerage, clearance, handling, administrative, or other charges paid directly to couriers or authorities
- Return-related charges that were not collected or retained by Arafta Store
Refunds will be issued through the original payment method only.
6. Damaged, Defective or Incorrect Products
The change-of-mind return process is separate from claims involving products that are defective, damaged, missing, incorrectly supplied, or incorrectly customised.
Customers must contact support@araftadizi.com promptly and provide photographs, packaging evidence, the shipping label, and an unboxing video where available.
Arafta Store strongly recommends recording a continuous unboxing video. However, claims involving statutory product rights will be assessed using all reasonably available evidence and will not be rejected solely because an unboxing video is unavailable.