Returns and refunds

Last updated 21 August 2026

Thirty days to change your mind, and we pay for the return. No reason needed, no questions asked.

The short version

  • 30 days from the day your order arrives.
  • Free return label, sent by us. You do not pay to send it back.
  • Refunded within 14 days of telling us, to the same payment method.
  • Custom and engraved pieces are the exception — see below, and we tell you before you order.

The law gives you 14 days to withdraw from a distance purchase. We give you 30. That is a contractual commitment, not a courtesy we can withdraw once you have ordered.

How to return something

  1. Email info@brilliani.com within 30 days of delivery. Tell us your order number. You can use the model withdrawal form if you prefer, but a plain email is enough.
  2. We reply with a prepaid return label, usually the same working day.
  3. Send the piece back within 14 days of telling us, with the GRA or IGI certificate and the box.
  4. We refund you within 14 days of your notification. The law lets us hold the money until the piece is back with us. We don't — your refund goes out as soon as the tracking shows the parcel has been handed to the carrier. The risk of it going missing on the way back to us is ours, not yours.

Condition

Try it on. That is what the cooling-off period is for, and it is what you would do in a shop.

We do not charge for trying a piece on, for opening the box, or for ordinary handling. You are only responsible for a loss in value if a piece has been visibly worn, altered, resized elsewhere or damaged. Even then, we tell you in writing what we intend to deduct and why before we deduct it, and you can tell us you disagree or ask for the piece back instead. We will not spring a deduction on you inside a refund confirmation.

Please return the certificate with the piece. If you have mislaid it, send the piece anyway and tell us — we replace certificates rather than deduct for them.

What we cannot take back

Only pieces made for you personally:

  • bespoke and custom-commissioned pieces
  • pieces engraved or otherwise personalised at your request
  • pieces resized outside our standard size range

This is the statutory exception for goods made to your specification, and we read it as narrowly as the law allows. We say so on the product or request page before you order, never afterwards.

Gold vermeil pieces can be returned. They are plated after you order, but they are catalogue pieces in a standard finish, not made to your specification. The full 30 days applies. The same goes for anything we order in for you because it was out of stock.

And even on a custom piece: if what arrives doesn't match the specification you approved in writing, we remake or refund it at our cost. You approve that specification before we start work, so there is always a document to hold us to.

If something is wrong with your order

That is not a return, it is a fault, and it is handled separately and at our cost. A piece that arrives damaged, incomplete, without its certificate, or not as described is a non-conformity. Email info@brilliani.com with a photograph and we will repair, replace or refund.

For two years, you don't have to prove anything. Dutch law presumes for the first year that a defect was there from the start. We extend that to 24 months: if something goes wrong in that time, we treat it as ours to fix. Fair wear, loss and accidental damage aren't covered; everything else is. After two years your statutory rights carry on running for as long as the law says — for fine jewellery, considerably longer than two years. Nothing here limits them.

Business customers

The right of withdrawal is a consumer right. If you buy in the course of a trade or profession it does not apply to you, though our conformity obligations still do. See our terms, Article 4.2.

Refund method and costs

Refunds go back to the payment method you used, free of charge. We refund the delivery cost you paid on the way out as well. If you chose a faster or more expensive delivery than our standard option, we refund the standard rate rather than the premium.

Complaints

If a return is not resolved to your satisfaction, write to info@brilliani.com. We answer complaints within 14 days. If we need longer, we tell you within those 14 days when to expect an answer. You can also get free help from the European Consumer Centre in your country via eccnet.eu.

Compliance Condo B.V., trading as Brilliani · KvK 95458859 · VAT NL867139341B01
Koningin Wilhelminaweg 219, 2802 HE Gouda, the Netherlands