Refund policy

We want you to fall in love with your new jewellery but if for any reason you are not happy with your purchase, simply follow the steps indicated below to submit a return or an exchange.

Cancellations You may cancel your order at any time before it has been fulfilled. To cancel, submit a cancellation request through your account page or contact us at info@ines-santos.com as soon as possible. Once your order has been fulfilled and shipped, it can no longer be cancelled — but you may return it under the return policy below.

Policy Clauses

  • You can return an item within 30 days from the moment of delivery.
  • Once a return request is approved, a return label will be provided via email. Returns must be shipped back within 5 working days from the date the return label is issued. If not dispatched within this window, the return request will be automatically cancelled.
  • Please return unused item(s) in their original condition and packaging.
  • Custom-made or personalised items cannot be returned or exchanged.
  • The refund will be processed within 5–10 working days after we receive the return.
  • Shipping charges paid at checkout are not refunded.
  • A €10 flat rate for shipping and processing is deducted from the refunded amount. 
  • Exchanges are also accepted under the same conditions.
  • To return an item for an exchange, submit a return as indicated below and reply directly to your order confirmation email with the item you'd like to exchange.

The conditions above form our voluntary 30-day return policy, which goes beyond your statutory rights. Your statutory EU right of withdrawal remains unaffected — details and the withdrawal form can be found on our Right of Withdrawal page.

Submit a Return:

  1. Click the profile icon in the store's navigation, or click here to go to your account page.
  2. Log in to your account using your email address and the six-digit verification code sent to you.
  3. Click the order you want to submit the return for.
  4. If your order has more than one item, select the items you want to return.
  5. Select a return reason and add a note.
  6. Click Request return.

You will then receive an email with shipping instructions and a return label.

For any questions, contact our customer care team at info@ines-santos.com.