Effective: May 2026
Our Commitment
At Brilliant Athens, we take pride in the quality and craftsmanship of every piece. We want you to be completely satisfied. Please read this policy carefully before placing your order, as different conditions apply depending on whether your item is made to order or held in stock.
1. Made-to-Order Items — No Right of Withdrawal
The majority of our jewellery is made to order — crafted specifically for you following your purchase. These items are explicitly labelled on each product page.
In accordance with Article 16(c) of EU Consumer Rights Directive 2011/83/EU (as implemented by Greek Law 2251/1994, Art. 3ια), the statutory 14-day right of withdrawal does NOT apply to made-to-order goods crafted to the consumer’s specifications.
This means:
• Once production begins (within 48 hours of order confirmation), the order cannot be cancelled, amended, or returned.
• No refund is available except in the case of a confirmed manufacturing defect or shipping damage.
If you are unsure whether an item is made to order, please contact us before purchasing.
2. In-Stock Items — 14-Day Right of Withdrawal
For any items explicitly marked as ‘In Stock’ and dispatched from existing inventory, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason (EU Consumer Rights Directive 2011/83/EU, Art. 9).
To exercise this right, you must notify us in writing within 14 days of delivery via email to brilliantathens1@gmail.com (or by phone: +30 211 117 5298) with your order number and a clear statement of your intention to withdraw. You may use the model withdrawal form provided at the bottom of this page.
3. Strict Return Conditions for In-Stock Items
Returns are accepted ONLY if ALL of the following conditions are met:
• The item is returned within 14 days of your written withdrawal notice.
• The item is unworn, unaltered, and in its original, unused condition.
• The item is returned in its original packaging, including any certificates, documentation, and gift box.
• The item shows no signs of wear, perfume, cosmetics, skin contact marks, scratches, or any form of use beyond what is necessary to assess its character.
• All original tags and seals are intact and unremoved.
We reserve the right to refuse a return or deduct an amount reflecting diminished value if any of the above conditions are not fully met, in accordance with Art. 14(2) of Directive 2011/83/EU.
4. Non-Returnable Items
The following are not eligible for return under any circumstance:
• All made-to-order jewellery (see Section 1).
• Items showing evidence of wear, use, or alteration.
• Items returned without original packaging, documentation, or certificates.
• Items not returned within the applicable timeframe.
• Gift cards or store credits.
5. Return Shipping Costs
In accordance with Art. 14(2) of Directive 2011/83/EU, the cost of returning the item is borne by you, the customer. We strongly recommend using a tracked, insured shipping service. We are not responsible for items lost or damaged in transit during return.
6. Refund Process
Once we receive and inspect the returned item, we will notify you of our decision within 5 business days. If the return is approved, your refund will be processed to your original payment method within 14 days of approval. Shipping costs from the original order are non-refundable.
7. Defective or Damaged Items
If your item arrives with a manufacturing defect or is damaged in transit, please contact us at brilliantathens1@gmail.com or +30 211 117 5298 within 14 days of receipt with photographs. We will arrange a replacement or full refund at no cost to you.
Normal wear and tear, damage from improper care, exposure to chemicals or water (beyond normal use), and accidental damage are not covered.
8. Statutory Rights
Nothing in this policy affects your statutory rights under EU and Greek consumer law, including the 2-year legal guarantee for non-conforming goods.
Model Withdrawal Form
To: Paschalina Latrovali, Ermou 18, Athens 105 63, Greece | brilliantathens1@gmail.com | +30 211 117 5298
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
[Product name and order number]
Ordered on: _______________ Received on: _______________
Name of consumer(s): _______________
Address of consumer(s): _______________
Signature (if paper form): _______________ Date: _______________
