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BESPOKE DIAMOND ATELIER
At Gasha Bespoke Diamond Atelier, we operate strictly in accordance with the applicable legislation of the European Union and the Republic of Bulgaria, ensuring transparency, protection of our clients’ rights, and the highest standards of quality for fine jewellery featuring precious gemstones and diamonds. This policy is established in compliance with: • Directive (EU) 2019/771 of the European Parliament and of the Council on certain aspects concerning contracts for the sale of goods (Articles 10–16); • Directive 2011/83/EU on consumer rights (Article 16(c)); • Consumer Protection Act of the Republic of Bulgaria, Chapter Five “Complaints and Guarantees”, transposing the relevant EU directives.
In accordance with Article 10 of Directive (EU) 2019/771 and Bulgarian law, every product purchased from a professional seller within the EU is covered by a legal guarantee of conformity for a minimum period of two (2) years from the date the goods are delivered to the consumer. The legal guarantee of conformity means that the jewellery piece must: • correspond to the description and specifications agreed upon at the time of order; • possess the qualities and characteristics normally expected of fine jewellery of this type; • be fit for normal use, taking into account the specific properties of precious metals and gemstones.
All pieces created by Gasha Bespoke Diamond Atelier are made to order, with personalised design parameters and individually selected gemstones and diamonds. Pursuant to Article 16(c) of Directive 2011/83/EU, the right of withdrawal within 14 days does not apply to goods that: • are made to the consumer’s specifications; or • are clearly personalised. Accordingly, bespoke jewellery pieces featuring diamonds and other precious gemstones are not subject to return or exchange solely due to a change of mind, provided that the item conforms to the agreed specifications.
In accordance with Articles 13–15 of Directive (EU) 2019/771, where a lack of conformity is identified, the consumer is entitled to request: 1. Free repair of the jewellery piece; 2. Replacement, if repair is impossible or disproportionate; 3. A proportionate reduction of the price; 4. Termination of the contract and a refund, where repair or replacement is not possible or has not been completed within a reasonable time. During the first 12 months following delivery, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise (Article 11, Directive (EU) 2019/771).
The legal guarantee of conformity does not apply where defects arise as a result of: • mechanical impact, including knocks, drops, or deformation; • normal wear and tear associated with the use of jewellery; • exposure to chemicals, cosmetics, household cleaning products, or high temperatures; • unauthorised repairs, alterations, or interventions by third parties. With regard to jewellery pieces set with precious gemstones, please note that the loss, displacement, or damage of a stone is subject to warranty consideration only in cases where a technical inspection confirms that the cause was a manufacturing non-conformity. Damage resulting from mechanical impact, impact-related deformation, or improper use of the jewellery piece does not constitute a warranty case. In disputed situations, the cause of the damage is determined on the basis of a technical examination of the jewellery piece. These exclusions are consistent with the Consumer Protection Act of Bulgaria and established EU practice regarding goods that require careful handling.
In accordance with Bulgarian law and EU regulations, the consumer is required to: • notify the seller of the lack of conformity within a reasonable period, and no later than two (2) months from the date the issue was discovered;• provide the jewellery piece for inspection; • present payment documentation or other proof of purchase. The seller is obliged to remedy the lack of conformity within a reasonable period, typically not exceeding 30 days, and without causing significant inconvenience to the consumer.
Where an additional commercial warranty is provided, it: • is offered separately and under clearly defined conditions; • does not limit or replace the legal guarantee of conformity; • is granted in accordance with Article 17 of Directive (EU) 2019/771 and Bulgarian legislation.
This Return and Warranty Policy reflects a careful balance between: • the protection of consumer rights; • the bespoke nature of high jewellery featuring diamonds and precious gemstones; • the mandatory requirements of European Union and Bulgarian law. At Gasha Bespoke Diamond Atelier, precision, individuality, and legal transparency are integral elements of the quality we deliver.
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