Returns, Cancellations & Warranties

Last Updated: March 01, 2026

I. Cancellation of orders prior to shipping

The Buyer may request the cancellation of their order as long as it has not been dispatched and custom-made or personalized fabrication processes have not commenced. If the order is already in the shipping process or contains personalized components currently in production, cancellation may not be applicable or may be subject to the retention of effectively incurred costs, which will be communicated to the Buyer in a timely manner.

II. Returns

The Buyer shall have a period of five (5) calendar days from effective delivery of the product to request a return, without prejudice to the minimum rights granted under the Mexican Federal Consumer Protection Law for transactions conducted via electronic means.

For the return to be eligible, the piece must meet the following conditions:

• Be unused, unaltered, and in its original packaging.
• Retain all accessories, authenticity certificates, and/or labels that accompanied it at the time of delivery.
• Be accompanied by the corresponding proof of purchase.

The Seller reserves the right to inspect the returned piece and, if it does not meet the specified conditions, may reject the return or propose an alternative solution in accordance with the nature of the piece.

III. Exclusions

The following categories are explicitly excluded from the ordinary right of return:

• Pieces made to order, personalized, or manufactured in special sizes, unless they present duly verified manufacturing defects.
• Earrings and body piercing pieces: For sanitary and hygiene reasons, returns or exchanges are not accepted once delivered, unless there is a verifiable manufacturing defect or incorrect shipment.
• Products showing damage attributable to improper use, impact, contact with chemicals, handling by third parties other than the Seller, or natural wear and tear derived from ordinary use.

IV.1 Packaging conditions for returns

For any return or warranty claim, the piece must be sent back with its complete original packaging: textile pouch, padded box, accessories, and proof of purchase. The absence of the original packaging may affect the eligibility of the request if it prevents verification of the piece's condition and authenticity.

IV.2 Shipping protection

Joyería Avalon delivers every order under a protection protocol: textile pouch, padded box, and secure shipping packaging. The Buyer must inspect the package upon receipt and report any issues within the first 24 hours with photographic evidence.

IV. Warranty for manufacturing defects

The Seller provides a warranty for manufacturing defects that manifest under normal conditions of use for a period of thirty (30) calendar days from the delivery date, without prejudice to any minimum rights corresponding to the Buyer under applicable law.

The offered solution may consist, at the Seller's technical discretion and subject to availability, of repairing the piece, replacing it with an equivalent one, or issuing a store credit or refund. Technical diagnosis will be conducted by the Seller's workshop.

V. Claim procedure

To initiate any return, cancellation, or warranty claim, the Buyer must follow this procedure:

1. Send written communication to contacto@avalon-jewelry.com, specifying the order number, a detailed description of the claim reason, and photographic evidence of the piece's condition.
2. The Seller will assign a case number and communicate instructions to the Buyer for shipping or in-person evaluation of the piece, as applicable.
3. Once the piece is received and evaluated, the Seller will communicate the adopted resolution and estimated execution times in writing.

VI. Refunds

In cases where the return or claim is deemed eligible, the refund will be processed through Stripe, Inc., using the original payment method of the transaction, within applicable banking timeframes. Crediting timelines depend on the card issuer and Stripe's internal processes, which are beyond the Seller's control.

VII. Final provisions

These policies are complemented by the General Terms & Conditions of the Site. In the event of a discrepancy between this document and applicable law, legal provisions shall prevail.

In Mexico, the Federal Consumer Protection Law does not establish a general mandatory 14-day cooling-off period for all e-commerce purchases (a common model in other jurisdictions). Returns shall be governed by the published offer, applicable warranties, displayed commercial information, and specific provisions of the LFPC for electronic transactions.

The Buyer may, at any time, submit a complaint or claim before the Federal Consumer Attorney's Office (PROFECO).