Terms & Conditions

1. Custom-Made Products 

All products offered through this website are produced on the basis of individual specifications provided by the customer. These products qualify as custom-made goods within the meaning of Article 6:230p sub f of the Dutch Civil Code (Burgerlijk Wetboek).

In accordance with this provision, the statutory right of withdrawal (“herroepingsrecht”) is expressly excluded for all custom-made items.

Consequently:

  • Custom-made products cannot be returned;
  • Custom-made products cannot be exchanged;
  • Orders cannot be revoked or cancelled once production has commenced.

The customer is deemed to have verified all specifications, including but not limited to size, materials, and design details, prior to submitting the order. The seller cannot be held liable for inaccuracies resulting from incorrect or incomplete information provided by the customer.

 

2. Warranty 

All products are subject to the statutory warranty obligations arising from Dutch and EU law, including the EU Sale of Goods Directive (2019/771) and the relevant provisions of Book 7 of the Dutch Civil Code.

The seller guarantees that the delivered product conforms to the agreement and possesses the qualities that the customer may reasonably expect at the time of delivery.

A 2-year warranty period applies to all products, provided that the item has been used in accordance with normal, proper usage and has not been subjected to mechanical or external damage.

2.1 Scope of the Warranty

The warranty applies exclusively to:

  • Manufacturing defects;
  • Material defects;
  • Structural defects arising under normal conditions of use.

2.2 Exclusions from the Warranty

The warranty does not apply in cases including, but not limited to:

  • Mechanical damage caused by impact, deformation, force, or improper handling;
  • Damage resulting from the use of chemicals, improper cleaning methods, or inadequate storage;
  • Loss of stones or components caused by external force;
  • Wear and tear inconsistent with normal use;
  • Any alteration or repair carried out by third parties without prior written consent from the seller.

Where a defect falls within the scope of the statutory warranty, the seller will, at its discretion, repair the product or replace it with an equivalent item. Should repair or replacement be demonstrably impossible or disproportionate, an alternative remedy will be offered in accordance with Dutch consumer law.

 

3. Warranty Claim Procedure

To invoke the warranty, the customer must notify the seller in writing at info@jlugems.com and on DM Instagram account (@jlugems), providing:

  • The order date;
  • A detailed description of the alleged defect;
  • Clear photographic or video evidence of the defect.

Following receipt of the claim, the seller will assess the matter and inform the customer of the appropriate procedure. Products may only be sent for the warranty repair after the preliminary online observation.

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