SHIR TRADING e.U. (UID ATU82982612, registered office at Gonzagagasse 1/16, 1010 Vienna, Austria) is committed to ensuring a pleasant shopping experience. If a product does not meet your expectations, you have a clear return and refund process, described in full below. This policy applies to all orders placed through the shirfinejewelry.com online store and complies with Directive 2011/83/EU on consumer rights, as amended by Directive (EU) 2023/2673, as implemented under Austrian law.

1. The three product categories

SHIR Fine Jewelry sells three categories of products, with different return regimes.

• Stock jewellery: the pieces available in the store's collections, purchased as they are. For these you benefit from the 14-day legal right of withdrawal, described in section 2.

• Customised jewellery: engraved items, items with initials or symbols, any other personalisation, and sizes not listed on the website. These are exempt from the right of withdrawal, under the conditions described in section 3.

• Fragrance: perfumes and other sealed cosmetic products. The regime for these is described in section 4.

You will be informed, on the product page and before completing your order, which of these categories the chosen item belongs to.

2. Stock jewellery. The 14-day right of withdrawal

For stock jewellery, you have the right to withdraw from the sales contract within 14 calendar days from the date of receipt of your order, without providing any reason and without incurring any costs other than those expressly set out in this policy. For an order containing several products delivered separately, the period runs from receipt of the last product.

To exercise your right of withdrawal, it is sufficient to notify us of your decision before the 14-day period expires, through any of the following means.

• Through your customer account or by completing the standard withdrawal form, both available on the request page.

• By an unequivocal statement sent by e-mail to contact@shirfinejewelry.com, clearly expressing your decision to withdraw.

You will receive, without delay, an acknowledgement of your request by e-mail. To meet the deadline, it is enough to send your communication before the 14-day period expires.

3. Customised jewellery. Exemption from return

Customised jewellery, including engraved items, items with initials, symbols, or any other personalisation, and sizes not listed on the website, is exempt from the right of withdrawal, as these items are made or adjusted specifically according to your instructions and cannot be resold to another customer.

This exemption does not apply where the product has a conformity defect, a situation governed by section 7.

4. Fragrance. Sealed products

Perfumes and other cosmetic products that are sealed for health protection or hygiene reasons are exempt from the right of withdrawal if the seal has been broken after delivery.

This exemption applies strictly to products that are genuinely sealed, and only where you have broken the seal yourself; a fragrance product received with its seal intact can be returned under the conditions of section 2, like any stock product. You will be informed on the product page whenever an item is sealed and falls under this exemption.

5. Condition of returned products

Returned products must be shipped within 14 calendar days of notifying us of your decision to withdraw, in the same condition as delivered, with all original labels attached, original packaging intact, and accompanied by the delivery documents or a copy of the invoice.

You are entitled to inspect the product you received in the same way you would in a physical store, that is, to examine its characteristics and appearance. You are, however, responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature and characteristics. Where a returned product shows signs of use, damage, or missing labels or packaging, the refunded amount is reduced in proportion to the diminished value established, and may be reduced up to the full value in the case of products that have become unsellable. Any reduction applied is established and documented by our team upon receipt of the product, and the final refunded amount, together with the reason for any reduction, is communicated to you in writing.

6. How to return a product

1. Log in to your customer account using the email address you used to place the order. You will receive a verification code at that address.

2. Access your order and select the products you wish to return or exchange.

3. Pack the product in its original packaging, with all labels attached and the delivery documents or invoice.

4. Ship the parcel to the return address indicated in section 9.

Deadline for shipping the product

After notifying us of your decision to withdraw, you have 14 calendar days to ship the product back to us. The deadline is considered met if you hand the parcel to the courier before the 14 days expire. You are responsible for the integrity of the product during return transport, including appropriate packaging.

Return and shipping costs

The cost of returning the product is borne by you.

The initial delivery cost you paid when placing the order is refunded if you exercise your right of withdrawal. If, at checkout, you explicitly chose a delivery method more expensive than our standard delivery, the value of standard delivery is refunded, and the difference for the premium option is not refunded.

Refunds

Refunds are issued within no more than 14 days of the date on which you notify us of your decision to withdraw. We reserve the right to withhold the refund until we receive the returned product, or until you provide proof that you have shipped it, whichever occurs first. In practice, we process refunds within 7 working days of receiving and verifying the returned product.

Refunds are made to the bank account or payment method you provide, or using the same payment method you used for the original order, unless you have expressly agreed to another method. You will not be charged any fee for the refund. Where applicable, any diminished value for products returned with signs of use or damage is deducted from the refunded amount.

7. Exchanges

If you wish to exchange your SHIR creation for another product, you may do so within 14 calendar days of receipt. You may choose a product of equal value or higher, upon paying the difference. The new order will be processed and shipped within 72 hours from the date the return is completed. If an exchange involves a price difference in your favour, that amount will be refunded within 7 working days from the date the return is completed.

This exchange option is offered in addition to your right to a monetary refund under the right of withdrawal; choosing between the two is entirely up to you.

8. Faulty products. Legal guarantee of conformity

Independently of the right of withdrawal, and regardless of whether the product is stock or customised jewellery or a fragrance product, you benefit from the legal guarantee of conformity applicable under Austrian and EU law, which covers any lack of conformity of the product existing at the time of delivery, that is, manufacturing defects or non-conformities with the product description.

In the case of a non-conforming product, you are entitled to have the product brought into conformity through repair or replacement and, in the situations provided by law, to a proportionate price reduction or to termination of the contract with a refund of the amounts paid. In these situations, the related costs are borne by us, and no diminished value is charged to you, as the defect is not the result of your use.

If the product you received has a defect, please contact us at contact@shirfinejewelry.com or at +43 676 4117831, attaching photos and a description of the issue.

9. Return address and contact

Return address:

SHIR TRADING e.U.

Gonzagagasse 1/16, 1010 Vienna, Austria

Customer care: contact@shirfinejewelry.com | +43 676 4117831