Refund policy
1. RIGHT OF WITHDRAWAL WITHIN 14 DAYS
For contracts concluded at a distance, consumers have the right to withdraw from the contract without giving any reason within 14 days of receiving the goods, unless an exception to the right of withdrawal applies under applicable law.
If the customer wishes to exercise their right of withdrawal, they must notify us of their decision by sending an unequivocal statement by email to support@amalstudio.com. The customer may also use the withdrawal form provided by AMAL STUDIO.
An order that has already been processed and shipped can no longer be cancelled. In such cases, where permitted depending on the type of product and applicable law, the customer may exercise their statutory right of withdrawal in accordance with these Terms and Conditions.
The withdrawal period is considered to have been observed if the notification of withdrawal is sent before the expiry of the 14-day period. After receiving the notification, we will provide the customer with further instructions regarding the return of the product.
The right of withdrawal does not apply to products for which applicable law provides an exception, including goods made according to the consumer's exact specifications or clearly personalised to the consumer's individual requirements, where the applicable legal conditions are met.
2. NOTICE OF WITHDRAWAL
The withdrawal notice should include:
first and last name; address; order number; order date; date of receipt of the goods; product being returned; and date of withdrawal.
After receiving the withdrawal notice, we will confirm receipt of the withdrawal and, where necessary, provide the customer with further instructions regarding the return procedure.
3. RETURN OF GOODS
The customer must send the goods back no later than 14 days from the day on which they notified us of their withdrawal from the contract.
The goods must be adequately protected against damage during return and returned in a condition that allows their nature, characteristics and functioning to be established.
The customer is responsible for any diminished value of the goods resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Return address
Amal Studio d.o.o.
Štihova ulica 13
1000 Ljubljana
Slovenia
To initiate a return, please contact us at support@amalstudio.com.
Returns sent without prior notification or a return request may be refused where necessary to ensure the proper handling of the return procedure.
4. RETURN SHIPPING COSTS
The direct cost of returning the goods is borne by the customer, unless applicable law provides otherwise.
5. REFUND
Following a valid withdrawal from the contract, we will refund the payments received from the customer in accordance with applicable law.
The refund will generally be made using the same payment method used for the original transaction, unless otherwise agreed.
If the customer selected a more expensive delivery method than the least expensive standard delivery option offered, the additional delivery cost will not be refunded.
Where permitted by applicable law, we may withhold the refund until we have received the returned goods or until the customer provides evidence that the goods have been sent back.
After receiving and inspecting the returned goods, we will inform the customer that the refund has been processed. The time required for the funds to appear in the customer's account may also depend on the customer's bank or payment service provider.
6. SPECIFIC PRODUCT CONDITIONS
6.1. Jewellery
Jewellery may be returned where the specific product is subject to a statutory right of withdrawal and the applicable return conditions are met.
The product must be returned adequately protected, undamaged and in a condition consistent with the level of inspection permitted to the consumer.
If a certificate of authenticity was provided with the product, the customer should return it together with the product. If original packaging was provided, the customer should also return the product in its original packaging, provided that the packaging is undamaged.
When returning jewellery, we recommend that it is:
adequately protected against scratches and impact;
kept separate from other objects;
packed in suitable protective packaging; and
returned together with any documentation originally supplied with the product.
If the jewellery size is unsuitable, please contact us at support@amalstudio.com.
6.2. Original Artwork
Original artwork must be adequately protected against:
impact; moisture; scratches; bending; and other damage.
If a certificate of authenticity was provided, it should be returned together with the artwork.
6.3. Giclée Prints and Made-to-Order Products
For products made according to an individual order or the customer's specifications, the right of withdrawal does not apply where the applicable legal conditions for the exception are met.
This may include made-to-order Giclée art prints and other products made specifically for an individual customer.
If a product arrives damaged or defective, the customer may exercise their statutory rights relating to non-conformity of goods. In the event of damage during transport, the customer may, where appropriate, provide photographs or videos of the damaged product so that we can assess the circumstances of the damage and, where necessary, provide the information to the delivery service.
6.4. Books
Books must be adequately protected against damage when returned.
The customer may inspect the book to the extent necessary to establish its nature, characteristics and functioning.
7. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in cases where applicable law provides for an exception.
Such products may include, in particular, goods made according to the consumer's exact instructions or specifications or goods that are clearly personalised to the consumer's individual needs.
If you are unsure whether a particular product is eligible for withdrawal, please contact us before returning the product.
8. EXCHANGES
If the customer would like a different product, they may, by prior agreement, return a product that is eligible for return and subsequently place a separate order for another product.
An exchange is not available for products subject to a statutory exception to the right of withdrawal, unless otherwise agreed with the customer or required by applicable law.
9. NON-CONFORMITY OF GOODS AND COMPLAINTS
If the customer believes that the goods do not conform to the contract, they may exercise their statutory rights relating to the non-conformity of goods.
Complaints may be submitted to support@amalstudio.com.
To facilitate faster and more efficient processing, a complaint should include:
first and last name; order number; purchase date; product name; description of the issue or non-conformity; date on which the non-conformity was discovered; and photographs, where relevant to the nature of the issue.
After receiving a complaint, the seller may request that the customer provide or return the product for inspection.
We will process complaints in accordance with applicable law and inform the customer of the further procedure.
10. CERTIFICATE OF AUTHENTICITY
If a certificate of authenticity was provided with the product, the customer should return it together with the product.
If no certificate of authenticity was provided with the particular product, the customer is not required to provide one.
Any requirement to return a certificate of authenticity does not limit the consumer's statutory rights.
11. SPECIFIC CONSIDERATIONS FOR JEWELLERY COMPLAINTS
When assessing a jewellery complaint, the circumstances of the individual case will be taken into account, including the nature of the material used, the manner in which the jewellery was used, care instructions, mechanical damage, exposure to chemicals, normal wear and tear, and any potential manufacturing or production defects.
Normal wear and tear or damage resulting from improper use or failure to follow care instructions does not, in itself, necessarily constitute non-conformity of the goods.
Assessment of complaints
When assessing a jewellery complaint, we will determine whether the issue concerns:
non-conformity of the product; a manufacturing or production defect; damage resulting from use;
normal wear and tear; damage resulting from improper care; mechanical damage; or another circumstance that may have affected the condition or characteristics of the product.
The assessment will take into account the nature and characteristics of the product, its intended and reasonably expected use, care instructions and other circumstances of the individual case.
Normal wear and tear
Normal wear and tear resulting from ordinary use of a product does not, in itself, necessarily constitute non-conformity.
With jewellery, normal use may over time result in:
scratches and minor surface damage; surface wear; changes in shine; natural darkening or colour changes of certain metals; wear of surface coatings; and other changes characteristic of the material used.
The assessment will always take into account the specific characteristics of the product, the manner and intensity of its use, the applicable care instructions and the circumstances of the individual case.
12. DAMAGE DURING DELIVERY
If a product is damaged during transport, please notify us as soon as possible and, where possible, provide photographs or a video of the damage and the packaging.
The information and evidence provided may be used to investigate the damage with the delivery service and, where applicable, pursue a claim relating to the transport of the shipment.
Regardless of the above, consumers retain their statutory rights in relation to non-conformity of goods in accordance with applicable law.
13. CONTACT FOR RETURNS AND COMPLAINTS
For questions regarding returns, withdrawal from the contract, exchanges or complaints, please contact us at: support@amalstudio.com
Return address
Amal Studio d.o.o.
Štihova ulica 13
1000 Ljubljana
Slovenia
14. PROCESSING OF COMPLAINTS
After receiving a complaint, we will review the customer's claims and, where necessary, request that the product be provided for inspection.
After receiving the returned product, we will inspect its actual condition and assess the merits of the complaint. Based on the inspection, we will inform the customer by email of our findings and the further procedure.
If the existence of non-conformity is disputed, we will notify the consumer in writing within the period prescribed by applicable law.
If non-conformity is established, we will provide the consumer with the appropriate statutory remedy in accordance with applicable law.
15. EFFECTIVE DATE
This policy, as published on the AMAL STUDIO website, shall take effect on September 1, 2026.