1. When the 14-day right applies
A consumer who concludes a distance or off-premises contract with Fine Cast Gems for a standard item may withdraw without giving a reason within 14 days after receiving it, unless a statutory exception applies. The period starts the following day. There is no automatic 14-day statutory right for an item bought at the atelier, although an exchange or return may be agreed individually. This policy does not limit mandatory consumer rights.
2. How to notify us
Before the deadline, email an unequivocal statement to finecastgems@gmail.com. Include your name, contact details, order or invoice number, item, receipt date and decision to withdraw. You may write: “I, [name], give notice that I withdraw from the contract for [item], order [number], received [date]. Date and contact details.” Any other clear wording is valid. Keep proof of sending and wait for safe-return instructions before shipping valuable jewelry.
3. Sending the item back
After notice, we provide instructions for return to SIA Fine Cast Gems, Merķeļa iela 5–4, Riga, LV-1050, Latvia. Send or hand over the item within 14 days after notice. Do not send jewelry without contacting us because a secure delivery method must be agreed. We recommend tracked shipping insured for the item’s value. The consumer bears direct return costs unless otherwise agreed in writing before contract.
4. Condition of the item
Handle the item only as much as necessary to establish its nature, characteristics and functioning as you could in a shop. The consumer is responsible for diminished value caused by further use, wear, damage or missing components. Include certificates, documents, tags, gifts and packaging supplied with the item. Original packaging and proof of purchase help identify and transport it safely, but their absence alone does not remove statutory rights.
5. Refund
Where withdrawal applies, we refund payments received, including the cost of our least expensive standard delivery, no later than 14 days after notice. We may withhold the refund until receiving the item or proof of dispatch. We use the original payment method unless expressly agreed otherwise and charge no refund fee. Extra cost for a more expensive delivery method chosen by the customer is not reimbursed. Bank processing time after refund may vary.
6. Exceptions for personalized goods
The right may not apply to jewelry genuinely made to individual specifications or clearly personalized, such as an approved unique design, engraving or irreversible special alteration. Before a binding order we state whether the exception applies to that work. It is not automatically applied to every jewelry item, a simple standard-size choice or a discounted item. The exception never removes rights where goods are faulty or non-conforming.
7. Faulty or non-conforming goods
Inspect goods on receipt and email finecastgems@gmail.com as soon as reasonably possible if an item is wrong, damaged in transit or non-conforming. Include the order or invoice number, description and photographs; we will agree a safe assessment before shipment. This procedure and the personalized-goods exception do not limit statutory rights to repair, replacement, price reduction or termination, or the period for making a non-conformity claim.
8. Exchange, cancellation and contact
For a standard-item exchange, the clearest process is to return the original item first and confirm the replacement separately. To cancel an unshipped order or change bespoke work, contact us immediately; options and costs depend on whether materials have been ordered and work has begun. Questions: finecastgems@gmail.com or +371 25721696. If a complaint cannot be resolved, consumers may contact the Latvian Consumer Rights Protection Centre at ptac.gov.lv.