Refund policy
Returns and Refunds Policy
Thank you for shopping with The Jocale Studio.
Each item is carefully selected, inspected and packaged before leaving our studio.
All Sales Are Final
Except where required by applicable consumer law, all sales are final.
The Jocale Studio does not voluntarily offer refunds, exchanges or store credit for:
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Change of mind
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Accidental purchases
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Incorrect product selection
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Preference regarding colour, size, style or design
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Duplicate orders
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Items that are no longer wanted
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Gifts that are unsuitable for the recipient
Please review all product descriptions, measurements, photographs, prices and delivery information carefully before placing your order.
This policy does not limit any mandatory statutory rights that apply to your purchase.
Online Orders and Statutory Withdrawal Rights
Customers purchasing online may have a legal right to withdraw from an eligible purchase within 14 days of receiving the goods, depending on their location and the applicable consumer law.
For customers in Cyprus and the European Union, eligible distance purchases generally include a 14-day withdrawal period. This legal right cannot be removed by a store’s refund policy.
To exercise a statutory right of withdrawal, contact us within the applicable period at:
Please include:
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Your full name
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Your order number
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The item or items concerned
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A clear statement that you wish to withdraw from the purchase
Do not return any item before receiving return instructions from us.
Where a statutory withdrawal right applies, the item must be returned within the legally required period and in accordance with the return instructions provided.
Return Condition
Any item returned under a statutory right must be:
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Unused and unworn
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Complete and in its original condition
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Returned with all accessories and parts
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Securely packaged
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Accompanied by its original packaging where reasonably possible
Customers may inspect an item only to the extent reasonably necessary to establish its nature, characteristics and condition.
A deduction may be made where the item has lost value because it was handled beyond what would reasonably be permitted in a physical shop.
Non-Returnable Products
Where permitted by law, the following items cannot be returned:
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Products made to the customer’s specifications
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Clearly personalised or custom-made products
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Sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once the seal has been broken
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Pierced earrings or body jewellery supplied in sealed hygiene packaging after the seal has been removed
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Personal-care or bath products supplied with a hygiene seal after the seal has been removed
Personalised goods and qualifying sealed hygiene products are among the recognised exceptions to the EU withdrawal right, but the hygiene exception must relate to genuinely sealed goods that are unsuitable for resale for health or hygiene reasons after unsealing.
These exclusions do not apply where an item is faulty, damaged, incorrect or not as described.
Curated Gift Boxes and Mystery Boxes
Curated gift boxes and mystery boxes cannot be partially returned for preference-based reasons.
Where a statutory return right applies, the complete box and all products included must be returned together.
Any sealed hygiene products must remain sealed.
Individual damaged, faulty or incorrect items included in a box will be handled in accordance with the section below.
Faulty, Damaged or Incorrect Items
If an item arrives damaged, faulty, incorrect or materially different from its description, contact us as soon as possible at:
Where possible, please contact us within 48 hours of delivery so that we can investigate promptly. This requested timeframe does not remove any statutory rights that may apply.
Please provide:
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Your order number
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A clear description of the problem
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Photographs of the product
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Photographs of the outer and inner packaging
Please keep the item and all packaging until we have reviewed your request.
Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, a price reduction or a refund. EU consumer rules provide legal remedies where goods are faulty or do not match their description.
Return Shipping Costs
For an eligible statutory change-of-mind withdrawal, the customer is responsible for the direct cost of returning the goods, unless otherwise required by law or agreed by The Jocale Studio.
We strongly recommend using a tracked postal or courier service and retaining proof of postage.
Where an item is confirmed as faulty, damaged or incorrect, The Jocale Studio will arrange or reimburse reasonable return-delivery costs when a return is required.
Refunds Required by Law
The Jocale Studio does not provide voluntary refunds. A refund will be issued only where required under an applicable statutory right or where we expressly agree to one as a resolution to an order issue.
Where a statutory refund is due:
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It will be issued to the original payment method.
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It will be processed within the legally required period.
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We may wait until the returned goods are received or proof of return is supplied, where permitted.
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The original standard delivery cost will be refunded where required by law.
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Additional charges for express or upgraded delivery are not refundable beyond the cost of the least expensive standard delivery option offered.
Cyprus consumer guidance states that a trader must normally refund an eligible withdrawal within 14 days of being informed, although the refund may be withheld until the goods or evidence of return are received.
Banking and payment providers may require additional time to display a processed refund.
Exchanges
We do not offer voluntary exchanges. Where an item is faulty, damaged or incorrect, a replacement may be offered as an appropriate remedy.
Order Cancellations
Orders begin processing shortly after they are received.
Cancellation requests should be emailed immediately to:
We cannot guarantee that an order can be cancelled once processing has begun.
Where we agree to cancel an order before dispatch, the payment will be returned to the original payment method.
Once an order has been dispatched, it cannot be cancelled in transit. Any mandatory statutory withdrawal right may be exercised after delivery.
Physical Shop Purchases
Purchases made directly from our physical shop are final.
We do not offer refunds, exchanges or store credit for change of mind on purchases made in person.
This does not affect statutory rights where an item is faulty, damaged or not as described.
Statutory Rights
Nothing in this policy excludes, restricts or overrides any mandatory consumer rights available under applicable law.
Where this policy conflicts with a mandatory legal right, the applicable law will take precedence.
Contact Us
For questions about an order, return or statutory consumer right, contact:
The Jocale Studio
Email: info@thejocalestudio.com