Effective Date: December 3, 2025

This Return & Refund Policy applies to all purchases made through our website shungite-tolvu.com. By placing an order, the customer agrees to the terms described below. These rules are designed to comply with international consumer regulations, including:

  • EU Consumer Rights Directive (2011/83/EU)
  • EU Product Conformity Guarantee (Directive 2019/771)
  • UK Consumer Contracts Regulations 2013
  • U.S. Federal Trade Commission (FTC) guidelines
  • International e-commerce standards and payment processor policies

Our goal is to provide a transparent, fair, and secure return process that protects both the customer and the seller.

This policy may be updated periodically. The latest effective date is listed above. Continued use of our website constitutes acceptance of updated terms.

1. Return Period

European Union & United Kingdom (EU/UK)

Customers in the EU and UK may return their order within 14 days of delivery.
This 14-day withdrawal period allows customers to return items for any reason, in accordance with EU and UK consumer laws.

United States

Customers in the United States may return their order within 30 days of delivery, in line with standard U.S. e-commerce practices and FTC guidance.

Important Rules

  • Return requests must be submitted within the applicable return window.
  • The return period begins on the delivery date as confirmed by tracking information.

2. Eligibility for Returns

We accept returns for any reason, including:
– Change of mind
– Dissatisfaction with the product
– Unwanted gift
– Incorrect purchase

To qualify for a return, the item must be:

  • Unused, unmodified, and in undamaged condition
  • Returned with original packaging, accessories, and documentation
  • Authorized through the RMA process prior to shipment

EU/UK Withdrawal Rule

For customers exercising their withdrawal right within 14 days, we refund:

  • The full purchase price, and
  • The standard outbound shipping cost (if charged)

The customer is responsible for any diminished value resulting from handling the product beyond what is necessary to determine its nature, characteristics, and functionality, as required by EU Directive 2011/83/EU Article 14(2).

3. Items That Cannot Be Returned

The following items are not eligible for return:

  • Personalized or custom-made products (e.g., engraving, custom shapes, inscriptions)
  • Items showing signs of wear, use, modification, or customer-caused damage
  • Hygiene or sealed items once opened
  • Items sent back without RMA authorization
  • Items returned after the permitted return window
  • Clearance or final-sale items

4. RMA — Return Authorization Required

To maintain a secure, trackable, and verifiable return process, all returns must be authorized via an RMA (Return Merchandise Authorization).

EU/UK Withdrawal Clarification

Notification of return initiates the withdrawal process.
The RMA number is issued solely to provide correct return instructions and prevent lost or misrouted returns.
RMA does not restrict your statutory rights.

RMA Process

  1. Email us at shungitetolvu@gmail.com with your order number and return request.
  2. We will respond within 24–48 hours with:
    • Your RMA number
    • The correct return address (EU or USA warehouse, depending on origin)
  3. Ship the item using a trackable shipping method and clearly display the RMA number on the package.

Important

  • Returns sent without RMA may be refused or significantly delayed.
  • Returns without tracking cannot be refunded because lost or untraceable shipments cannot be verified.

5. Return Shipping Costs

EU & United Kingdom

  • Customers are responsible for return shipping costs.
  • If the item was damaged or incorrect upon arrival, we will cover return shipping after verifying the issue.

United States

  • Customers pay return shipping unless the return is due to our error.
  • For defective or incorrect items, we may issue a prepaid return label.

International

The customer is responsible for any customs duties or import taxes associated with return shipments.

6. Inspection & Refund Processing

All returned items undergo inspection within 3 business days of arrival.

Refund Timeline

  • Refunds are issued within 1–7 business days,
  • And always within 14 days of receiving the returned item (EU/UK requirement).
  • Refunds are issued to the original payment method.
  • Banks and payment providers may require additional processing time (5–10 days).

Condition-Based Refund Policy

If the item is returned used, damaged, altered, or in unsellable condition, a partial refund or no refund may be issued.
Any deduction for diminished value will be documented, in line with EU Directive 2011/83/EU.

We do not charge restocking fees unless the item is returned damaged.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Contact us at shungitetolvu@gmail.com within 72 hours of delivery.
  2. Provide photos of the item, packaging, and shipping label.
  3. After confirming the issue, we will offer:
    • A free replacement
    • A full or partial refund
    • A prepaid return label (if applicable)

Customers are not responsible for return shipping when the issue is caused by us or the carrier.

8. Lost Packages / Non-Delivery

  • If tracking shows non-delivery, we will investigate with the carrier.
  • If the shipment is confirmed lost, we will resend the order or provide a full refund.
  • If tracking shows “delivered” but the customer claims non-receipt, additional evidence may be required.
    Refunds are not automatic when delivery is confirmed by the carrier.

9. Chargebacks & Dispute Resolution

We encourage customers to contact us before initiating a chargeback.

In case of a dispute, we provide a comprehensive Seller Evidence Package, including:

  • Proof of delivery and tracking records
  • Warehouse fulfillment logs
  • RMA communication and authorization history
  • Customer correspondence
  • Product descriptions and listing details
  • Photos or videos relevant to the case

This documentation ensures accuracy and protects against fraudulent claims.

10. Return Address

Return addresses vary by region (EU or USA).
The correct address is provided only after RMA authorization to ensure proper routing.

Returns shipped to incorrect addresses may not be processed.

11. Privacy & Data Protection

All personal data processed during returns is handled in accordance with:

  • GDPR (European Union)
  • CCPA (California)
  • Our site’s Privacy Policy

We do not share customer information without consent.

12. Governing Law

This policy is governed by the laws of Slovenia.
We aim to resolve all disputes amicably and in good faith.

13. Contact Information

For returns or assistance, contact us at:

📧 shungitetolvu@gmail.com
🌐 https://shungite-tolvu.com

All inquiries are answered within 12 – 48 business hours.