Refund policy
RteRme Return & Refund Policy
At RteRme, we want you to be satisfied with your order. If your item does not meet your expectations, you may request a return according to the conditions below.
Return Window
You must contact us by email within fourteen (14) calendar days after receiving your order to request a return.
The delivery date is considered the date on which the shipping carrier marks the package as delivered.
Return requests made after fourteen (14) calendar days from delivery may not be accepted.
How to Request a Return
To request a return, please contact us at info@rterme.com with your order number and the email address used at checkout.
We will review your request and reply within 3 business days.
If your order meets the return conditions, we will send you return instructions by email. Please do not send any items back before receiving our return instructions.
Items returned without prior approval or without following our return instructions may not be accepted.
Return Conditions
To be eligible for a return, the item must be:
- Unworn and unused
- In its original condition
- Free from damage, stains, perfume, makeup or signs of wear
- Returned with all original packaging, accessories and any included items
For hygiene reasons, earrings must be unworn and returned in their original condition. We reserve the right to refuse returns that show signs of use or do not meet our return conditions.
You are responsible for packing the item securely so that it arrives back to us in good condition. If the returned item arrives damaged due to insufficient packaging, we may not be able to process the return.
Non-Returnable Items
We do not accept returns for:
- Engraved items
- Personalized items
- Items with custom letters, initials or letter combinations
- Made-to-order or custom pieces, unless faulty
- Items that show signs of wear, damage or alteration
Promotional Orders
Products purchased during promotions or promotional events will be refunded according to the terms of the promotion.
If a returned item means that the order no longer qualifies for free shipping, discounts or other promotional conditions, the refund may be adjusted accordingly.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is faulty or we made an error with your order.
Original shipping costs are non-refundable once an order has been shipped.
Any customs duties, taxes, import fees or return clearance costs are the responsibility of the customer. We cannot refund international duties or taxes paid to customs authorities.
For returns from outside the European Union, the customer is responsible for including any required customs documentation.
Return Tracking
After shipping your return, please email us the tracking number and the name of the carrier used.
We recommend using a tracked shipping service. RteRme is not responsible for returns lost in transit before they are delivered to our return address.
Refunds
Once your return is received, we will inspect the item and confirm whether it meets our return conditions.
If the return is approved, the refund will be issued to the original payment method.
Refunds will be processed within fourteen (14) calendar days after we receive the returned item, or after you provide proof that the item has been shipped back, where applicable.
Please note that your bank or payment provider may take additional time to process and post the refund.
Damaged or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us as soon as possible at info@rterme.com with your order number and clear photos of the issue.
We will review the case and provide the appropriate solution.
Contact Information
For return requests or questions, please contact us at:
Email: info@rterme.com