Refund Policy

Our priority at DENÓMADE is your satisfaction and the continuous improvement of our products, so we will be glad to get your comments and suggestions about the acquired products through our website via email to customer@denomadebrand.com. 

In case you want to proceed to the exchange or return of any product, please, make sure you know our Exchange and Return policy described below:

Most of our products are made to order especially for you. For this reason, we will not accept any exchange or return under any circumstances. 

All those product descriptions containing “made to order”, “made-to-order”, “handmade especially for you”, “made especially for you”, “handmade specifically for you”, “made specifically for you”, “customized”, “custom-made”, “custom”, or any other terms showing that the product is made individually and specifically for you, does not admit any exchange or return under any circumstances.You may exchange or return any of the rest of the products within 14 working days following the date of delivery.

If you would like to exchange or return an item or items purchased at our store, you should email us at customer@denomadebrand.com and follow the instructions given, which basically consist of the following:

1. The client should return the item to our facilities in its original packaging. The client has full responsibility for this shipping. We are not responsible for any charge, damage, misplacement, or delay during this shipping process.
2.  Once the item was received at our facilities, we will notify you by email, and we will check that the item comes in its original packaging, in perfect conditions, and without signs of use. If so, we will immediately proceed to dispatch the replacement item, or to the price refund, as the case may be. However, if any damage or sign of use was observed in the item, the exchange or refund request will be declined, and the item will be returned to the client, who will bear the costs for the shipment.

DENÓMADE will refund the amount paid to the card with which you made the payment and only to the original purchaser. This process might take up to 15 days, counting from the reception of the returned item at our facilities and our refund approval.

Only returns from the same country or territory that the item was shipped to, as indicated at the order confirmation stage of purchase, will be permitted.

The client will bear the shipment costs deriving from any product exchange or return, excepting those cases in which a manufacturing fault will occur.

Most of our products are delicate and made of natural stones and materials, so you should follow the specific care instructions for each product, which are available on our website. We will not accept exchanges or returns for any flaw derived from the misuse of the item. It includes: Chipped, cracked or broken gemstones, pearls, or shells; broken chains and clasps, and general wear and tear signs, such as faded plating, twisted and snapped parts, or any other flaw caused by the disregard of the care instructions mentioned above.

It is your responsibility to check your purchase upon receipt.

In the event an item is deemed faulty, DENÓMADE reserves the right to either repair, replace or refund the item at no additional cost to the customer. In this case, you should email us at customer@denomadebrand.com within 90 days after the delivery. Instructions about how to proceed will be given to you after we have received your email. We will assume the shipping costs derived from the exchange or return of any deemed faulty item or any item with a manufacturing fault. 

In any case, to exchange or return any article(s), it/they must be in perfect condition, and returned in its/their original packaging, along with all the accessories.