Refund policy

Return and Refund Policy

At Pétale Doré, each piece of jewellery is prepared with care. Our goal is to offer you high-quality artisanal creations while keeping a return policy that is simple, clear and adapted to our small structure.

1. Return period

We accept return requests within 14 calendar days after receipt of the order.

To request a return, please contact us beforehand at the following address: contact@petaledore.ch.

An order that has already been validated and paid for cannot be cancelled automatically. If you wish to cancel an order before it is shipped, please contact us quickly. We will do our best to help you, but cancellation cannot be guaranteed if the order is already being prepared, manufactured, personalised or shipped.

Items returned without a prior request or without confirmation from us cannot be accepted.

2. Conditions for accepting a return

To be eligible for a return, the item must meet the following conditions:

be in the same condition as when it was received;
not have been worn, used, damaged or modified;
be returned with its original packaging, as far as possible;
be accompanied by proof of purchase or the order number.

We reserve the right to refuse a return if the item does not meet these conditions.

3. Non-returnable products or products subject to conditions

Certain items cannot be returned, except in the case of a proven defect or an error on our part.

This includes in particular:

personalised or custom-made jewellery;
special orders created according to the customer’s instructions;
items modified, adjusted or adapted at the customer’s request;
earrings that have been opened, tried on or worn, for hygiene reasons;
items damaged by improper use, impact, excessive exposure to water, perfumes, cosmetics or chemical products.

If you have any doubts about whether an item is eligible for return, you may contact us before making any return request.

4. Return shipping costs

In the case of a return related to a change of mind, sizing error or personal preference, return shipping costs are borne by the customer.

The customer is free to choose the shipping method, but we strongly recommend using tracked shipping to avoid any loss. The return remains the customer’s responsibility until it is received by Pétale Doré.

If the return is due to an error on our part, an incorrect item or a confirmed defect, reasonable return shipping costs will be covered by Pétale Doré. In this case, we will inform you of the procedure to follow.

5. Return address

After your request has been accepted, returns must be sent to the following address:

Pétale Doré by Linda Trzeciak Soria-Ecoffey
Rue des Evaux 7
1213 Onex
Switzerland

Please do not send any return without prior confirmation by email.

6. Damaged, defective or incorrect items

Please inspect your order as soon as you receive it.

If the item received is defective, damaged or does not match your order, please contact us quickly at contact@petaledore.ch, stating your order number and attaching, if possible, photos of the issue observed.

After review, we will offer you, depending on the case:

a repair;
a replacement;
an exchange;
a full or partial refund;
or another solution agreed with you.

7. Evidence, verification and abusive requests

In order to process requests related to a defect, damage or order error correctly, we may request additional information, including clear photographs, a short video, a description of the issue, a photo of the packaging or the physical return of the item for inspection.

The information, images or documents submitted as part of a return or refund request must accurately reflect the actual condition of the item received.

In the event of inconsistency, serious doubt, suspected image modification, montage, digital alteration or false statement, we reserve the right to suspend the processing of the request while reasonable checks are carried out.

These checks may include, depending on the case, examination of image consistency, available metadata, exchanges, order history, packaging, as well as the use of technical image verification tools, in compliance with our Privacy Policy.

In case of doubt, no refund will be issued before receipt and inspection of the item concerned.

If attempted fraud, a false statement or intentional manipulation is established, we reserve the right to refuse the request, retain the elements necessary to protect our rights and, where applicable, claim reimbursement of the costs actually caused by this abusive action, within the limits provided by applicable law.

8. Exchanges

Exchanges are not automatic.

If you wish to exchange an item, please contact us at contact@petaledore.ch before sending anything back.

If your request is accepted, the item must first be returned to us and inspected. Depending on the situation, we may offer you:

a direct exchange, if the desired product is available;
a credit note;
a refund;
or a separate new order.

Shipping costs related to an exchange requested for personal convenience are, in principle, borne by the customer, unless we make a goodwill gesture.

9. Refunds

We will inform you by email once your return has been received and inspected.

If the refund is approved, it will be made to the payment method used for the initial order, within 10 working days after validation of the return.

Bank or card processing times may vary depending on your financial institution.

Initial shipping costs are not refunded in the case of a return for personal convenience, unless otherwise indicated by us or required by applicable law.

If more than 15 working days have passed since your refund was approved, you can contact us at: contact@petaledore.ch.

10. Right of return in Switzerland

Under Swiss law, there is no general right of withdrawal or automatic return for online purchases once the order has been validated.

Pétale Doré nevertheless offers, as a voluntary commercial gesture, the possibility of returning items within 14 calendar days after receipt of the order, only under the conditions set out in this policy.

This return option does not apply to excluded items or items subject to conditions, including personalised jewellery, custom-made jewellery, items modified at the customer’s request, or earrings that have been opened, tried on or worn.

11. Orders shipped to the European Union

If Pétale Doré later offers delivery to the European Union, consumer customers located in the European Union will benefit, where required by law, from a right of withdrawal of 14 days from receipt of the order.

This right may be subject to the exceptions provided for by applicable regulations, in particular for personalised items, custom-made items, or sealed items that cannot be returned for hygiene reasons once their packaging or protection has been opened.

If deliveries to the European Union are introduced, this policy may be adapted to reflect the applicable legal obligations.