RETURNS, EXCHANGES AND REFUNDS

Customer information for online purchases | Last updated: July 2026

This policy applies to eligible consumer purchases made from UNPRECEDENTED STREAM INTERNATIONAL d.o.o. through www.raffaellamannelli.com under the RAFFAELLA MANNELLI brand. It summarises the return provisions in the General Terms and Conditions of Online Sale. If there is any inconsistency, mandatory law and the General Terms prevail.

1. Fourteen-Day Right of Withdrawal

A Consumer may withdraw from an eligible distance-sales contract within 14 days without giving a reason. For a single product, the period generally begins on the day after the Consumer, or a nominated third party other than the carrier, receives it. Special rules apply where products are delivered separately.

2. How to Request a Return

Before the deadline, email info@raffaellamannelli.com with:

• your name and contact details;

• order number;

• the product you wish to return;

• a clear statement that you are withdrawing from the purchase; and

• photographs where the item arrived damaged, incorrect or apparently faulty.

You may use the model withdrawal form attached to the General Terms, but use of that form is not mandatory. Customer Service will provide the authorised return address and instructions.

3. Return Deadline

After notifying us, send the product back without undue delay and no later than 14 days after the withdrawal notice. Do not send jewellery to an address that Customer Service has not confirmed for returns.

4. Return Shipping and Insurance

FINAL COMMERCIAL DECISION REQUIRED BEFORE PUBLICATION. Select one policy and delete the other:

• Seller-paid option: we arrange or provide an insured return service at our cost, provided the Customer follows our instructions.

• Customer-paid option: the Customer bears the direct return cost and must use secure, trackable and adequately insured transport. This does not apply where the product is faulty, damaged, incorrect or otherwise non-conforming and the Seller is legally responsible.

Because jewellery may be valuable, the final policy should specify the approved courier, insurance level, handover evidence and responsibility for unauthorised return methods, without obstructing mandatory withdrawal rights.

5. Product Condition

The Customer may inspect and handle a product only as reasonably necessary to establish its nature, characteristics and functioning, as would normally be permitted in a shop.

Please return the product with its original box, certificates, accessories, protective materials and any items supplied with it. Missing packaging does not automatically extinguish the statutory right of withdrawal, but the Customer may be responsible for diminished value caused by handling beyond what is necessary or by loss or damage attributable to the Customer.

6. Products Excluded from Withdrawal

The statutory withdrawal right does not apply where an exception under Croatian and EU law applies, including goods made to the Consumer’s specifications or clearly personalised, such as individually commissioned or engraved jewellery.

Selecting an ordinary standard option, including a standard ring size, does not automatically make a product non-returnable. The exclusion does not affect rights where an item is faulty, damaged or non-conforming.

7. Refunds

For a valid withdrawal, we will refund the product price and, where required by law, the cost of the least expensive standard delivery option offered for the original order.

The refund will normally be made using the original payment method. We may withhold it until we receive the product or the Customer supplies evidence of having sent it back, whichever occurs first. The refund will be processed within the period required by applicable law.

Additional delivery costs chosen by the Customer above the least expensive standard method may not be refundable where the law permits.

8. Exchanges

Where an exchange is offered, it is subject to product availability and approval of the returned item. An exchange is commercially treated as the return of the original item followed by a new order. Any price difference will be refunded or charged as applicable.

Voluntary exchanges are separate from legal remedies for faulty or non-conforming products.

9. Faulty, Damaged or Incorrect Products

Contact info@raffaellamannelli.com as soon as reasonably possible and provide the order number, a description and photographs where useful. The Seller will assess the issue under the Croatian legal guarantee of conformity and other mandatory rights.

Depending on the legal conditions, remedies may include repair, replacement, price reduction or termination and refund. A return under the legal guarantee is not treated as a change-of-mind withdrawal.

10. Gifts

A refund is normally made to the original purchaser using the original payment method. A gift recipient should contact Customer Service to discuss any available exchange or other solution.

11. Contact

• UNPRECEDENTED STREAM INTERNATIONAL d.o.o.

• Trading under the RAFFAELLA MANNELLI brand

• Registered office: ULICA 8. OZUJKA 1/A 52470 UMAG CROATIA

• Email: info@raffaellamannelli.com

• Telephone: +385 95 370 0704

• OIB: 96000409917

• MBS: 130144897