Refund policy
Made to order items
All Palla rings are made to order, by hand, to your size and specification. Because of this, we do not accept returns for change of mind, incorrect size chosen at checkout, or general dissatisfaction with the piece.
Returns are only accepted in the following cases:
- The item arrived damaged or defective
- You received the wrong item
- The item does not match the size or specification confirmed at the time of order (a fault on our part, not a change of preference)
Damages and issues
Please inspect your order upon reception and contact us immediately at info@pallastudio.eu if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
To start a return under these conditions, contact us at info@pallastudio.eu with your order number and photos of the issue. If accepted, we'll send you a return shipping label and instructions on where to send your package. Items sent back without first requesting a return will not be accepted.
Non-returnable items
As all pieces are made to order, custom pieces, personalized items, and standard collection rings made to your chosen size and stone are not eligible for return outside of the damage/defect conditions above.
European Union cooling off period
Under EU law, consumers generally have the right to cancel an order within 14 days without giving a reason. This right does not apply to goods made to the consumer's specifications or clearly personalized (Directive 2011/83/EU, Article 16(c)). As all Palla rings are made to order, to a chosen size, stone, and specification, this exception applies, and the 14-day cooling off period does not apply once production has started.
To still offer some flexibility, you can cancel your order free of charge within 1 hour of placing it, by contacting us at info@pallastudio.eu. After this window, your order enters production and can no longer be cancelled or changed.
This does not affect your right to a return under the damage, defect, or incorrect item conditions listed above.
Refunds
If a return is approved under the conditions above, we will notify you once we've received and inspected the item, and confirm whether the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@pallastudio.eu.