Refund policy

ANELI Antwerp · SIA Aneli · Last updated: 26 August 2026

We want you to be completely satisfied with your purchase. This policy sets out the rights you have by law and how to exercise them.

1. Statutory right of withdrawal (EU)

If you are a consumer resident in the European Union, you may withdraw from your purchase within 14 days of the day on which you, or a person nominated by you, take physical possession of the goods. You do not need to give a reason.

To exercise this right, inform us of your decision by an unambiguous statement — an email to info@aneli.eu is sufficient. You may use the model withdrawal form we provide, but you are not obliged to. Sending the notice before the 14-day period expires is enough to meet the deadline.

You must send the goods back to us without undue delay and in any event within 14 days of notifying us. Please contact us first so that we can confirm the return address and arrange insured carriage; this is a practical request and not a condition of your right of withdrawal.

2. Return eligibility

To be eligible for a return, the piece must be:

Unworn and in new condition, without signs of wear, resizing or alteration
In its original ANELI Antwerp packaging (case, box and pouch)
Accompanied by the original certificate and all documentation

Returns cannot be accepted if the piece shows signs of wear or damage, if the certificate is missing, or if the piece has been altered, resized or engraved after delivery.

3. Bespoke and personalised pieces

Pieces made to individual specifications — including bespoke commissions, engraved items and other personalised jewellery — are exempt from the right of withdrawal EU consumer law and the law of your country of residence and cannot be returned, unless faulty. Rings produced to order in a standard size may be returned under the right of withdrawal.

4. How to initiate a return

To initiate a return, contact us first at info@aneli.eu or +371 29228821. We will confirm the return address and provide instructions. Returns sent without prior contact and approval cannot be accepted.

5. Return shipping

Returns must be sent by an insured, tracked shipping method. Given the value of the jewellery, we strongly recommend full-value insurance; we are not responsible for returns lost or damaged in transit. Return shipping costs are paid by the customer unless the piece is faulty or was delivered in error.

Where you exercise your statutory right of withdrawal, we refund the price of the goods together with the standard delivery cost you paid. If you chose a delivery method more expensive than our cheapest standard option, we refund the standard cost and not the difference.

6. Damaged, defective or incorrect items

We recommend that you inspect your order on delivery, but you are under no obligation to do so and there is no deadline for reporting a defect that was not apparent. If you receive an item that is damaged, defective or incorrect, contact us at info@aneli.eu with photos of the issue. In such cases return shipping is arranged and paid by us, and we will offer a repair, replacement or full refund.

We are liable for any lack of conformity that existed at the time of delivery and becomes apparent within the statutory period. That period is set by the law of your country of residence and is not less than two years in the European Union; in some Member States it is longer, and in others it is assessed by reference to the expected lifespan of the product. Where a lack of conformity becomes apparent within the first year, it is presumed to have existed at delivery.

We do not grant any commercial guarantee in addition to the legal guarantee of conformity. Changes arising after delivery are not a lack of conformity — in particular surface scratches and dulling of the polish through ordinary wear, natural wear of plating, deformation following impact or pressure, damage from incorrect use or storage or contact with chemicals, and repair or alteration carried out by anyone other than us.

7. Refunds

Where you exercise your statutory right of withdrawal, we refund you within 14 days of the day we are informed of your decision, using the same means of payment you used. We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them, whichever is earlier. Processing times may vary depending on your bank or payment provider.

8. Orders outside the European Union

For deliveries outside the EU, your rights are those given by the law of your country of residence. The EU right of withdrawal does not apply, and we do not extend it voluntarily. Pieces that are not faulty cannot be returned.

Where a piece delivered outside the EU is faulty, contact us at info@aneli.eu with photographs and your order number, and we will agree the appropriate remedy with you. Import duties and taxes already paid in the destination country are not refundable by us; any recovery of those charges is a matter between you and your customs authority.

9. Contact

For all return-related questions: info@aneli.eu · +371 29228821 · SIA Aneli, Rūpniecības iela 5–14A, Riga, LV-1010, Latvia.