Refund policy
You have 14 calendar days from the delivery date to return or exchange any item bought at www.khartesmadrid.com. Email us at info@khartesmadrid.com and tell us what you would like to return. We will carefully inspect the returned product and let you know by email, within a reasonable time, whether the return or replacement is accepted. Shipping and/or return costs are paid by the customer.
Your first exchange is free.*
No exchanges or returns are accepted after 14 days or without the security seal. Given the type of product, we recommend returning it with a courier. Items sent with carriage to be paid by us will not be accepted.
PERSONALIZED PIECES CANNOT BE EXCHANGED OR RETURNED, AS THEY HAVE BEEN MODIFIED AT THE CUSTOMER'S REQUEST.
OUTLET products cannot be returned but can be exchanged (except in case of a defect or an error on our part).*
Products bought in person or at a pop-up can be exchanged or credited with a voucher, but not refunded, always within the legal period of 14 calendar days from purchase.
Khartes Madrid reserves the right to refuse returns sent after the deadline, or pieces that are not in the same condition in which they were received. In that case, the products will be sent back to the customer at the customer's expense, with no refund. If a product has a manufacturing defect, Khartes Madrid will cover the cost of collecting it and delivering the new product as soon as possible.
Returns must be complete (medal + illustration); otherwise the corresponding amount will be deducted. If the purchase was part of a promotion that included a free gift, the gift must also be returned.
Wear and warranty
Legally, there is no long-term warranty for gold-plated metal items or costume jewelry, so how long they last always depends on how they are used; with good use and care they can last for years.
All gold-plated items inevitably wear over time, especially depending on use (make-up, gels, shampoos, perfumes, creams, alcohol, liquids, skin pH, sweat, swimming in the sea or pool, etc.).
We do not offer a warranty for breakage caused by use, drops, knocks and/or handling, or for wear caused by normal or improper use. Wear due to use, skin type, allergies or simply the passage of time is not covered by any warranty. If you would like to renew your medal, we can re-plate it and remake it by hand at the customer's expense.
We replace products with manufacturing defects present on delivery; this never includes physical or accidental wear, damage, or total or partial loss of the product.
We offer a repair service, at the customer's expense, if stones break due to drops or knocks. Shipping and return costs are paid by the customer, except in special circumstances.
Availability, delivery and ownership
All orders are subject to product availability. If an item is out of stock, we may offer alternatives of equal or higher quality and value; if you do not want them, we will refund the amount paid. We reserve the right to withdraw products from the website and, in exceptional circumstances, to decline an order even after the Order Confirmation. Delivery, failed delivery and transfer of risk and ownership are covered in our shipping policy.
Price and payment
The price of each product is the one shown on our website at the time, except in case of an obvious error. If we find an error in the price of a product you have ordered, we will tell you as soon as possible and you can reconfirm the order at the correct price or cancel it. If we cannot reach you, the order will be cancelled and fully refunded. We are not obliged to supply a product at an incorrect lower price when the error is obvious and unmistakable.
Prices on this website include VAT. Prices may change at any time, but changes do not affect orders already confirmed.
You can pay by Visa, Mastercard or PayPal. By authorizing payment you confirm that you are the legitimate holder of the card. Cards are subject to checks and authorization by the issuer; if payment is not authorized, we will not be responsible for any delay or failure to deliver.