Refund policy
Angels Hoch — Return & Refund Policy
Thank you for choosing Angels Hoch.
Each piece is carefully handcrafted in our Barcelona atelier, and we want you to feel confident with your purchase.
Returns
You may request an eligible return within 14 days of delivery, subject to the conditions below and without limiting any mandatory consumer rights that apply to your purchase.
Angels Hoch does not offer a voluntary return period beyond 14 days.
To be eligible for a change-of-mind return, the jewel must be returned in substantially the same condition in which it was received and must not show signs of wear, alteration, damage or handling beyond what is reasonably necessary to inspect the piece.
Where possible, the original packaging and all items supplied with the order should also be returned.
How to request a return
To initiate a return, contact us at info@angelshoch.com within 14 days of delivery.
Please include:
- Your order number.
- A clear photo of the jewel.
- The reason for the return.
Please contact us before sending any item back. Returns sent without prior communication may take longer to identify and process.
Return shipping
For a non-faulty change-of-mind return, the customer is responsible for the direct cost of returning the order, including return shipping, tracking, insurance and any applicable return customs charges, unless mandatory consumer law requires otherwise.
We strongly recommend using a tracked and appropriately insured shipping service.
Angels Hoch cannot be responsible for return parcels that are lost or damaged before reaching our atelier, except where applicable law provides otherwise.
If an item is damaged, defective, incorrect or materially different from what was ordered, please contact us before returning it. We will review the case and provide the appropriate solution.
European Union, EEA and United Kingdom — 14-Day Withdrawal Period
For eligible orders delivered within the European Union, European Economic Area and United Kingdom, customers may notify us within 14 days of receiving the order that they wish to withdraw from the purchase, in accordance with applicable mandatory consumer rights.
No production, atelier handling or restocking deduction is applied when exercising a mandatory statutory withdrawal right.
Where required by applicable law, Angels Hoch will refund:
- The amount paid for the returned jewel.
- The cost of the least expensive standard delivery option offered for the order.
If the customer selected a more expensive shipping or priority service, Angels Hoch is not required to refund the additional amount paid above the cost of the standard delivery option, except where mandatory law requires otherwise.
The customer remains responsible for the direct cost of returning a non-faulty item to Angels Hoch, unless applicable law provides otherwise.
International Orders Outside the EU, EEA and United Kingdom
For other international destinations, Angels Hoch voluntarily accepts eligible non-faulty change-of-mind returns requested within 14 days of delivery, subject to any mandatory consumer rights applicable in the customer's country.
Where permitted by applicable law, an approved voluntary international return may be subject to a 15% production and atelier handling deduction calculated from the purchase price of the returned jewel.
This deduction reflects part of the craftsmanship, preparation, finishing and atelier resources involved in producing and preparing each Angels Hoch jewel individually.
For voluntary international returns, where permitted by applicable law:
- Original outbound shipping charges are non-refundable.
- If complimentary Standard Shipping was provided, the corresponding destination-specific Standard Shipping allowance may be deducted from the refund.
- Any Atelier Priority Dispatch or other priority preparation charge is non-refundable.
- Return shipping, tracking, insurance, duties and customs-related costs remain the customer's responsibility.
The 15% production and atelier handling deduction will never override mandatory consumer rights applicable in the customer's country.
Complimentary Jewelry and Promotional Gifts
Any complimentary jewel, promotional gift, free item or other product supplied as part of a promotion connected to the returned purchase must also be returned when the return causes the original order to no longer meet the conditions of that promotion.
Promotional items should be returned in the condition in which they were received, together with the rest of the qualifying order.
If a promotional or complimentary item that formed part of the qualifying purchase is not returned, Angels Hoch may adjust the applicable refund to reflect the value of the retained promotional item where permitted by applicable law.
Condition of Returned Jewelry
Customers may inspect a jewel to the extent reasonably necessary to establish its nature, characteristics, appearance and fit.
Returned jewelry is inspected when it reaches our Barcelona atelier.
If a returned piece shows wear, damage, alteration, scratches, missing components, deterioration or handling beyond what would reasonably be necessary to inspect the jewel, Angels Hoch may apply a reduction to the refund reflecting the resulting loss in value, where permitted by applicable law.
The amount of any reduction will depend on the actual condition of the returned piece and the extent to which its resale value has been affected.
Where a returned item has been materially damaged or altered, we will contact the customer before completing the return process.
Original Packaging and Order Contents
Where reasonably possible, returns should include the original packaging and all items originally supplied with the order, including:
- The returned Angels Hoch jewel.
- Protective pouch or jewelry box supplied with the order.
- Care and authenticity materials.
- Printed brand materials supplied with the order.
- Any complimentary jewel or promotional gift connected to the qualifying purchase.
Missing packaging or printed materials will not automatically invalidate a statutory return where mandatory consumer law provides otherwise. However, missing, damaged or retained items may be considered when assessing any genuine loss of value where legally permitted.
Custom, Personalised and Individually Commissioned Pieces
Jewels that are genuinely made according to individual customer specifications, clearly personalised, specially altered for a customer or individually commissioned may be excluded from change-of-mind cancellation and return rights where permitted by applicable law.
This may include, for example:
- Engraved pieces.
- Jewelry made to a non-standard individual measurement requested by the customer.
- Custom colours, finishes or materials not normally offered as standard product options.
- Pieces specifically modified or redesigned at the customer's request.
- One-off commissions produced specifically for an individual customer.
Choosing from standard sizes, colours, finishes or other options normally offered on an Angels Hoch product does not automatically make the jewel a personalised or individually commissioned piece for this purpose.
Where applicable law allows a custom or personalised item to be excluded from change-of-mind returns, this will not affect the customer's rights if the item is faulty, damaged or different from what was agreed.
Made-to-Order Jewelry
Many Angels Hoch jewels are produced or finished after an order is placed. This made-to-order process allows our atelier to prepare each piece individually and is part of the handcrafted nature of Angels Hoch jewelry.
A jewel being made to order does not by itself remove mandatory cancellation or withdrawal rights where such rights apply.
Where an item has also been genuinely personalised or produced according to individual customer specifications, the provisions relating to custom and personalised pieces above may apply.
Damaged, Defective, Incorrect or Not as Described Items
The deductions described for voluntary change-of-mind returns do not apply to verified faulty, damaged or incorrect products where mandatory consumer rights provide otherwise.
If your jewel arrives damaged, defective, incorrect or materially different from what you ordered, please contact us as soon as possible at info@angelshoch.com.
Please include your order number and clear photographs showing the issue.
Once the issue has been reviewed and verified, Angels Hoch will provide the appropriate solution in accordance with applicable consumer law.
Atelier Priority Dispatch
Atelier Priority Dispatch is a priority preparation and dispatch service.
Where a customer exercises a statutory withdrawal right, Angels Hoch will refund only the amount corresponding to the least expensive standard delivery option where permitted by applicable law.
Any additional amount paid specifically for Atelier Priority Dispatch or another premium delivery or preparation option is therefore non-refundable to the extent permitted by applicable law.
Non-Returnable Items
The following items may be excluded from change-of-mind returns where permitted by applicable law:
- Gift cards.
- Genuinely personalised jewelry.
- Jewelry produced according to individual customer specifications.
- Individually commissioned or specially modified pieces.
This section does not limit any mandatory rights relating to faulty, damaged, incorrect or non-conforming products.
Exchanges
If you would like to request an exchange, please contact us at info@angelshoch.com within 14 days of delivery.
Each exchange request is handled individually.
Any additional shipping cost, production cost or price difference applicable to a voluntary exchange will be communicated before the exchange is confirmed.
Custom or personalised pieces may not be eligible for voluntary exchanges where permitted by applicable law.
Refunds
Once a return is received, we will inspect the jewel and the contents of the returned order and notify you of the outcome.
If approved, the applicable refund will be calculated according to this policy and issued to the original payment method.
Where applicable consumer law requires it, Angels Hoch may process or become obligated to process a refund after receiving sufficient evidence that the goods have been returned, even if the parcel has not yet physically reached our atelier.
Any permitted deduction for diminished value, retained promotional items or voluntary international production and atelier handling will be communicated when applicable.
Processing times after a refund is issued may vary depending on the customer's bank or payment provider.
Nothing in this policy limits, replaces or removes any mandatory consumer rights applicable to an order.
Contact
For any questions about a return, refund or exchange, please contact us at info@angelshoch.com.
Angels Hoch
Barcelona, Spain