How Returns Work
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that the vast majority of Virentina pieces are handmade to order and therefore classified as bespoke or customised items, which are exempt from the standard return policy under EU Directive 2011/83.
For non-customised items, your piece must be in the same condition that you received it, unused and in its original packaging. You will also need your order confirmation email.
To start a return, contact us at atelier@virentina.com. Once your return is accepted, we will provide you with the return address and instructions. Please note that each piece is made by an individual artisan, and returns must be sent to the specific artisan who created your item. The return address will be communicated via email upon approval. Items sent back without first requesting a return will not be accepted.
You can always contact us for any return questions at atelier@virentina.com.
Shipping costs for returns
Return shipping costs are the responsibility of the customer for standard returns. In the event that your item arrives damaged, defective or significantly different from its description, please contact us within 48 hours of receipt with photographic evidence. If the defect is confirmed as a manufacturing issue pre-existing at the time of delivery, return and reshipping costs will be covered by Virentina. Claims submitted after 48 hours will be treated as standard returns, with shipping costs at the customer's expense.
Damages and issues
Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photographic evidence will be required.
Exceptions / non-returnable items
Bespoke and customised pieces cannot be returned, as each item is made specifically to your request. This includes all pieces produced on commission or with any personalisation of shape, size, material or finish. Please get in touch if you have questions about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
If your order is being shipped within the European Union, you have the right to cancel or return non-customised items within 14 days of receipt, for any reason and without justification. Your item must be in the same condition that you received it, unused and in its original packaging. You will also need your order confirmation email.
Warranty
All Virentina products are covered by a 24-month legal guarantee of conformity in accordance with Italian and EU consumer law (D.Lgs. 206/2005). This guarantee covers manufacturing defects only and does not extend to damage resulting from normal wear and tear, improper use, accidental damage or insufficient care of the materials. In the event of a confirmed defect, Virentina will first arrange repair or replacement of the item. A refund will only be offered where repair or replacement is not possible or would result in significant inconvenience to the customer.
Jewellery pieces are subject to natural oxidation and wear over time, which does not constitute a manufacturing defect. We recommend storing jewellery pieces away from moisture and chemicals to preserve their finish.
If your item presents a defect within this period, please contact us at atelier@virentina.com with photographic evidence and we will arrange the most appropriate remedy.
Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at atelier@virentina.com.
