Returns and Refunds Policy
Returns and Refunds Policy
Lazuela Last updated: 10/11/2025 Version: 1.0
Buying jewelry without seeing it is an act of trust. Our job is to make sure you don't regret it — and if you do, that returning it is easy.
No impossible forms, no need to justify yourself, no one trying to convince you otherwise.
Quick summary
| Return period | 30 calendar days from receiving your order |
| Reasons required? | No |
| Item condition | Unused, complete, and with original packaging |
| Refund | To the original payment method, within a maximum of 14 days from receiving the return |
| Defective or wrong item | Return and reshipment at no cost to you |
| How to start | Email us at hola@lazuela.com with your order number |
If your country recognizes a different legal period, we always apply the one most favorable to you. Legal periods by country are in the annexes.
1. Your Right to Return
You have two rights, and they are not mutually exclusive:
The legal right. Your country's legislation gives you a period to withdraw from the purchase without explanation. We fully respect this period, and it is detailed in your country's annex.
Our commercial policy. In addition to the legal minimum, we accept returns for 30 calendar days from receipt in all our markets.
When both overlap, the most favorable to you applies.
2. Conditions
For us to accept the return, the item must reach us:
- Without signs of use. You can try it on, just as you would in a store. But it cannot have been used.
- Complete, with all its components.
- With its original packaging, including bag, box, and labels.
We do not accept returns of items with damage caused by use, impacts, contact with chemicals, perfumes, or water, nor with modifications made by third parties.
3. Exceptions
Withdrawal is not allowed, in accordance with the law, for:
- Personalized or custom-made products according to your specifications.
- Products sealed for hygiene reasons whose seal has been broken after delivery, such as earrings.
- Gift cards and digital products already used.
All exceptions are also indicated on the respective product page.
4. How to Return, Step by Step
- Email us at hola@lazuela.com within the period, indicating your order number and which item you want to return. You don't need to explain why.
- We will respond with instructions and the return address corresponding to your country.
- You send the item with a trackable method. Keep proof of shipment.
- We receive and inspect it within a maximum of 5 business days.
- We issue your refund and notify you by email.
Please wait for our instructions before sending anything. A return sent to an incorrect address may be lost, and we will not be able to refund it.
5. Who Pays for Return Shipping
| Situation | Who Pays |
|---|---|
| Item arrived defective | Lazuela |
| We sent the wrong item | Lazuela |
| Item arrived damaged in transit | Lazuela |
| You changed your mind | You, unless your country's law states otherwise |
In Argentina, exercising the right of withdrawal has no cost to you, including return shipping, in accordance with Law 24.240.
Original shipping costs are fully refunded when you return the entire order. If you return only part of it, the amount for the returned products will be refunded.
6. Refunds
- Refunds are issued to the same payment method you used. We cannot refund to another method or to another person.
- Timeline: maximum 14 calendar days from when we receive and verify the return. In most cases, much sooner.
- The time it takes for the refund to appear on your statement depends on your bank, typically an additional 3 to 10 business days.
- If you purchased with a discount, the amount actually paid will be refunded.
7. Exchanges
If you would like another item, size, or color, please email us at hola@lazuela.com.
We process exchanges as a return followed by a new order, so you don't have to wait: we ship the new item as soon as we confirm receipt of the returned item.
If the exchange is due to our error, you pay nothing.
8. Defective or Incorrect Item
If upon opening your order the item is damaged, incorrect, or has a manufacturing defect:
- Email us at hola@lazuela.com within 7 days of receipt.
- Attach photos of the item and packaging. This is usually sufficient.
- We will choose with you: free reshipment or full refund, whichever you prefer.
We will not ask you to pay anything, and in many cases, we will not even ask you to return the item.
Important: Natural wear and tear of gold plating with use is not a manufacturing defect. On each product page and in our care guide, we explain how to extend its lifespan.
9. Legal Guarantee
Regardless of this policy, you have the legal guarantee for lack of conformity recognized by your country's legislation. Specific timeframes are in the annexes.
This guarantee covers manufacturing defects existing at the time of delivery. It does not cover wear and tear from normal use, breakage due to impacts or misuse, or modifications made by third parties.
10. Contact
We respond Monday to Friday. Email us with your order number, and we'll resolve it.
Model Withdrawal Form
You only need to use this if you wish. An email to hola@lazuela.com stating that you are withdrawing has exactly the same validity.
To Lazuela — hola@lazuela.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Product: ______________________________
- Order number: ______________________
- Date of order: _______________________
- Date of receipt: _____________________
- Consumer's name: __________________
- Consumer's address: ________________
- Date: __________________________________
- Signature (only if submitted on paper): ________
Annexes by country
In case of contradiction with the main body, the annex of your country of residence prevails.
Appendix A — Spain and European Union
Right of withdrawal: 14 calendar days from the date you receive the order, without justification or penalty.
- You can communicate it by any unequivocal means, including the model form above or a simple email.
- You also have an online withdrawal function permanently accessible on the site.
- Refund within a maximum of 14 calendar days from when you inform us of your withdrawal. We may withhold the refund until we receive the item or until you provide proof of its shipment, whichever comes first.
- The direct costs of return are at your expense when you withdraw due to a change of mind. We inform you of this before the purchase, as required by law.
- Original standard shipping costs are refunded. If you chose a more expensive shipping option than the standard, the standard amount will be refunded.
Legal guarantee of conformity: 3 years for products purchased from January 1, 2022.
Appendix B — Mexico
Right of revocation: 5 business days from receipt, in accordance with the Federal Consumer Protection Law, without any liability for you.
Our 30-day commercial policy is more extensive and is the one we apply by default.
Body: PROFECO.
Appendix C — Colombia
Right of withdrawal: 5 business days from delivery, in accordance with Law 1480 of 2011. The transport costs of the return are at your expense, in accordance with the same law.
Payment reversal: in legally established cases —fraud, product not received, defective or unsolicited product— you can request it from your issuing entity within 5 business days. We will collaborate with the process.
Body: Superintendence of Industry and Commerce (SIC).
Appendix D — Argentina
Right of repentance: 10 calendar days from delivery or contract conclusion, whichever is later, in accordance with Law 24.240.
The exercise of this right is free of charge for you, including return costs, which are covered by Lazuela.
Repentance Button: available directly and prominently on the lazuela.com homepage, in accordance with Resolution 424/2020.
Body: National Directorate of Consumer Defense.
Appendix E — Chile
Right of withdrawal: 10 days from product receipt, in accordance with Law 19.496.
We will refund the amounts paid without retention of expenses, in accordance with the law.
Body: SERNAC.
Appendix F — Peru
Peruvian legislation does not establish a general right of withdrawal for distance purchases. We apply our 30-day commercial policy described on this page nonetheless.
Virtual Complaints Book: permanently available at the footer of lazuela.com.
Body: INDECOPI.
Appendix G — Costa Rica
Right of withdrawal: 8 business days from receipt, for distance contracts, in accordance with Law 7472 and its regulations.
Body: National Consumer Commission (MEIC).
Appendix H — United States
There is no general federal right of withdrawal for online purchases. We apply our 30-day commercial policy described on this page, under the same conditions as our other markets.
This policy has been specifically drafted for Lazuela and reflects our actual return conditions.
