Refund policy
Last updated: 7 November 2026
Your options at a glance
We offer a 30-day returns period for eligible items. EU/EEA consumers also have a separate statutory right to withdraw from most online purchases within 14 days. Rights concerning faulty or incorrectly described goods apply independently of both periods.
For orders and returns, contact sales@amberalex.lt. Our return address is Alekso gintaras, UAB, trading as Amber Alex Jewelry, Bendrovių g. 7, LT-00147 Palanga, Lithuania. Please include your order number or another way for us to identify the purchase. Contacting us first helps us give you the right instructions; it is not an approval requirement for a valid statutory withdrawal.
You can submit the return or cancellation requests available for your order through your customer account. Select the order, choose the relevant action and confirm your request. You can also send a clear withdrawal notice by email or post without creating an account. If an online option is unavailable, your statutory rights still apply.
1. Our 30-day returns offer
Tell us within 30 calendar days after delivery that you want to return an eligible item. Send it back within 14 days after telling us. For this voluntary offer, items must be unworn, unused, complete and in their original condition, with tags and original packaging where supplied. A receipt, order email or other proof of purchase is sufficient.
The voluntary offer does not cover genuinely personalised or bespoke products, earrings, gift cards, or items expressly sold as final sale. These commercial exceptions do not remove any statutory withdrawal right or rights relating to faulty goods. A discounted price alone does not remove statutory rights.
For a return under this voluntary offer after the statutory withdrawal period, you pay return postage; original delivery charges are not refunded unless we agreed otherwise. We refund the eligible item price to the original payment method within 14 days after receiving and checking the return. Any bank posting time is additional.
2. EU/EEA consumers: your 14-day withdrawal right
For a purchase covered by this right, you can cancel without giving a reason. The period ends 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If items from one order arrive separately, it ends 14 days after receipt of the last item. Legal rules extending a deadline that ends on a weekend or public holiday still apply.
Before the deadline, send us a clear statement that you wish to withdraw. You may email sales@amberalex.lt, write to our address above, or use the model notice below. You do not have to use the model. Send your notice before the deadline and keep a copy.
Return the goods without unnecessary delay and no later than 14 days after telling us you are withdrawing. You pay the direct cost of sending them back unless we agreed to cover it or the law requires us to. Use suitable protective packaging; tracked postage is recommended, not a condition of your legal right.
You may inspect goods as you would reasonably do in a shop. You are responsible only for any loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Missing original packaging or a lack of prior authorisation does not automatically cancel your statutory right.
3. Statutory exceptions
The statutory withdrawal right does not apply to goods made to your specifications or clearly personalised. Choosing an ordinary size or colour from standard options does not, by itself, make an item bespoke.
The health or hygiene exception applies only where goods are genuinely unsuitable for return on those grounds, were supplied sealed, and you broke that seal after delivery. We do not treat all earrings as automatically excluded from statutory withdrawal. We will identify a relevant sealed-product exception before purchase. These exceptions never remove rights concerning faulty or misdescribed goods.
4. Refunds following statutory withdrawal
We refund payments without unnecessary delay and within 14 days after being informed of withdrawal. We may wait until we receive the goods back or you provide evidence that you sent them, whichever happens first.
For withdrawal from the whole order, the refund includes our least expensive standard delivery charge for that order. The extra cost of a premium delivery option is not refunded. For a partial return, delivery charges are refunded to the extent required by law. We use the original payment method unless you expressly agree to another method without extra fees. Your bank may take additional time to show the payment.
5. Faulty, damaged or incorrect items
Contact sales@amberalex.lt if an item is faulty, damaged in transit, incorrect or not as described. Include the order details and explain the problem; photos help us assess it. We remain responsible for goods while they are with a carrier we arranged.
Your legal guarantee is separate from a change-of-mind return. Where the law requires a remedy, we will arrange it without charging you the necessary return or replacement delivery costs. The available remedies and their order depend on the applicable law. Our Terms of service explain the legal guarantee and complaints procedure.
6. Exchanges and gift cards
To choose another item, return the original under the applicable return rules and place a new order. We do not offer a direct product-for-product exchange service. This does not affect a legal right to replacement for faulty goods.
Our voluntary 30-day offer does not cover gift cards. Any mandatory rights that apply to a gift-card purchase remain unaffected.
7. Model withdrawal notice
To: Alekso gintaras, UAB, trading as Amber Alex Jewelry, Bendrovių g. 7, LT-00147 Palanga, Lithuania; email sales@amberalex.lt.
I hereby give notice that I withdraw from my contract of sale of the following goods: [describe the goods and give the order number, if available].
Ordered on / received on: [date].
Consumer’s name: [name].
Consumer’s address: [address].
Date: [date].
Signature: [only if this notice is sent on paper].