Exchanges, returns and warranty

This policy applies to purchases made by consumers at www.apreels.com.

Seller: APREELS JOYAS, S.L. · Tax ID (CIF) B05572672
Customer service email: info@apreels.com
Address for returns and correspondence: Calle Conde Salvatierra, 23, 4th floor, 46004 Valencia (Spain)

1. Returns

You have 14 calendar days from receiving your order to let us know that you want to return it. You don't need to tell us why, but we'd appreciate it: hearing about your experience helps us improve our products and our service. This information is entirely voluntary and does not affect your return.

To request a return, email us at info@apreels.com with your name, order number and the items you want to return. You can use the form at the end of this policy or any other clear statement of your decision.

The deadline is met if you send the item back before it expires.

2. Condition of the pieces

The jewellery must be returned in its original condition, in perfect shape, with all its parts and accessories and without use beyond what is needed to check its characteristics and fit.

The piece must be sent properly protected, as it was received, to avoid damage in transit, preferably in its original packaging (the kraft cardboard box with the Apreels logo). Not keeping this box does not, on its own, cancel your right of withdrawal.

If the piece shows damage or a loss of value caused by handling beyond what is needed to check it, a duly justified deduction proportional to that loss of value may be applied to the refund.

These conditions do not affect your rights if the piece was already faulty when you received it.

3. Return costs

The direct shipping costs of sending a piece back for an exchange or return because of a change of mind or choice of size are paid by the customer.

We recommend using a tracked shipping service and keeping the receipt so that both of us can follow the parcel.

Although we carefully check every piece one by one before sending it, if you receive a wrong or faulty piece, or there is a lack of conformity covered by the legal warranty, Apreels will pay the costs needed to solve the issue.

4. Refunds

The refund will be made once we have received the jewellery and checked that it is in the same condition in which it was sent, using the same payment method used for the purchase, unless you expressly agree to another, and at no cost to you.

Shipping costs paid when the order was placed will not be refunded.

Return shipping costs are paid by the customer, unless the return is due to an Apreels error or a lack of conformity covered by the legal warranty.

5. Size or product exchanges

You can request a size or product exchange within 14 calendar days of receiving your order by emailing us at info@apreels.com. Include your order number, the piece you want to exchange and the new size or product you'd like. You can also copy the form at the end of this policy, fill in your details and email it to us.

We will handle the exchange directly, without you having to place a new order.

Exchanges for a different product do not apply to pieces from the Fine Jewelry section, or to engraved jewellery, stones other than those offered for that product, sizes outside our range or other personalisations. For these pieces you can only request a size adjustment or change, provided the characteristics of the piece allow it.

Sending the original piece

We will tell you how to send us the jewellery. You will have 14 calendar days from your request to send it.

The piece must be returned in its original condition, with all its parts and accessories and without use beyond what is needed to check its characteristics and fit. It must be sent properly protected, preferably in its original packaging.

Not keeping the original kraft box will not, on its own, mean the exchange is refused. In that case, use suitable packaging that protects the jewellery in transit.

Once we have received it and checked its condition, we will send the new size or product.

Shipping costs and price differences

The shipping costs of the original piece and of the new piece are paid by the customer when the exchange is due to choosing another size or product. We will tell you these costs and how to proceed before processing it.

If you choose a more expensive product, you will need to pay the difference before we send the new piece. If you choose a cheaper one, we will refund the difference using the same payment method used for the purchase.

These conditions do not apply when the exchange is due to an Apreels error or a defect covered by the legal warranty; in those cases, we will pay the costs needed to solve it.

Help choosing your size

To know your ring size as precisely as possible, we recommend going to a jeweller and asking them to measure the finger you want to wear it on.

If the ring is a gift, you can take to a jeweller a ring that fits that person on the same finger, or measure its inner diameter following our size guide.

If you have any questions, email us at info@apreels.com. We'll be happy to help you choose your size.

These recommendations do not limit your right to return or your rights under the legal warranty.

6. Personalised, engraved and custom-made jewellery

Personalised or engraved jewellery, or pieces made to the customer's specifications —including products from the Fine Jewelry / Solid Gold section— cannot be exchanged for another piece or returned because of a change of mind.

For these pieces you can only request size adjustments or changes, provided the design and characteristics of the piece allow it.

Before any work, we will tell you whether it is feasible, how long it will take and any cost, including shipping. No paid work will be done without your prior approval.

7. Handmade pieces and photographs

Every Apreels piece is handmade, one by one. That is why there may be small differences in shape, texture or finish compared with the photographs. Stones may also show slight variations in tone, inclusions or nuances from one piece to another.

We work to make our photographs faithfully represent our jewellery. However, lighting and screen settings can affect how the colours of stones and metals are perceived.

These variations are part of the handmade process and of the materials, but they should not affect the quality or the advertised characteristics. They never justify defects or limit your return and warranty rights.

8. Legal warranty

New jewellery bought from Apreels comes with a 3-year legal warranty from delivery. It covers manufacturing defects and problems that originate at the time of delivery, even if they are detected later, as well as differences from the agreed or advertised characteristics.

If your piece has any of these problems, you can request its repair or replacement, unless the chosen option is impossible or disproportionately costly compared with the alternative.

During the first two years, the defect is presumed to have existed when you received the piece, unless proven otherwise or where the nature of the piece or the problem does not allow this presumption. The time the piece spends with Apreels for repair or replacement is not counted towards the warranty period.

What the warranty does not cover

The warranty does not cover theft or loss of the jewellery, or normal wear from use, such as the small scratches that can appear on the metal with continued use. Nor does it cover damage caused by accidents, knocks, improper use or third-party interventions that caused the problem.

A breakage, a lost stone or wear of the gold plating are not automatically excluded from the warranty. We will review each case taking into account the cause of the problem, the advertised characteristics and the durability that can reasonably be expected of the piece. If the problem is covered by the warranty, we will solve it at no cost to you.

9. Gold plating: warranty, maintenance and care

Apart from the Fine Jewelry / Solid Gold collection (solid gold), our gold jewellery is made in brass, an alloy that helps the gold plating adhere. These pieces have a high-quality 24k gold plating with a nano-ceramic reinforcement, a hard, transparent layer that adds extra protection to the finish.

This protection does not prevent the plating from wearing over time and with use; that is why we offer one free re-plating per piece during the first year from delivery, even when the wear is due to normal use. Shipping costs are paid by the buyer.

Once this courtesy re-plating has been used, or after the first year, re-plating for wear will have a cost. We will always give you a quote and will only do the work once you have expressly accepted it. No charge will be made without your authorisation.

This service is independent of the 3-year legal warranty. If the wear of the plating is due to a defect covered by the warranty, the necessary work will be free and will not use up the courtesy re-plating.

To keep your jewellery in the best condition and preserve its finish for longer, see our tips in care for your jewellery.

10. Wrong, damaged or problematic pieces

If you receive a wrong or damaged piece, or notice a problem, email us at info@apreels.com with your order number or proof of purchase and a description of what happened, attaching photos to help us assess it.

We recommend reporting any issue as soon as possible. This recommendation does not reduce the warranty periods or your rights.

We will tell you how to proceed and, if it is an Apreels error or a problem covered by the warranty, we will pay the costs needed to solve it.

11. Contact and complaints

For any question or complaint about your purchase, you can email us at info@apreels.com.

This policy does not limit the rights granted to you by consumer protection law.

12. Forms to request an exchange or a return

You can copy the form you need, fill it in with your details and email it to info@apreels.com. Using it is optional.

If you request the exchange or return because the piece does not meet your expectations or you think it is faulty, we'd appreciate it if you told us what happened and, if possible, attached photos. It helps us improve and see whether we can offer you a solution, such as replacing the piece if it has a manufacturing defect.

Sharing the reason and photos is optional, and any alternative we suggest is your decision; of course, you don't have to accept it for us to process the return you are entitled to.

Exchange request

I would like to request a size exchange. / I would like to request a product exchange.

Full name:
Order number:
Date received:
Reason for the exchange (optional):
Photos attached (optional)

Piece I want to exchange
Product name:
Size (if it is a ring):
Finish (Silver or Gold):

Piece I want to receive
Product name:
Size (if it is a ring):
Finish (Silver or Gold):

Return request

I would like to request the return of the following items.

Full name:
Order number:
Date received:
Piece or pieces I want to return:
Reason for the return (optional):
Photos attached (optional)

Exchanges, returns and warranty