01Statutory returns — 14 days

A Consumer or a business customer entitled to consumer rights may withdraw from a distance contract for a Product without giving a reason within 14 days of receiving it, unless a statutory exception applies. In practice, this most commonly concerns a non-personalised Product held in stock.

1. Send a clear statement of withdrawal to sklep@enigmaonline.pl, by post or through the form available in the Store. It is sufficient to send your statement before the 14-day period expires.
2. After notifying us, send the Product to Enigma's address at the bottom of this page within a further 14 days.
3. You bear the direct cost of returning the Product. We recommend a tracked service and, for higher-value jewellery, insurance as well.
4. We will refund the Product price and the cost of the least expensive standard delivery option offered when you ordered. Any additional charge for a more expensive delivery method is not refundable.
5. We will refund you using the same payment method you used for the purchase, unless we agree on another method at no cost to you. We may withhold the refund until we receive the Product or evidence that you have sent it back.
6. The original packaging is not a condition of the statutory right of withdrawal. However, please include it if you still have it, and package the jewellery carefully.

02Personalised and bespoke Products

Stock Products with personalisation

Once an engraving, monogram, date, coat of arms or other personalisation has been added, the statutory right of withdrawal may no longer apply. However, Enigma allows you to request a return within 14 days if the Product is complete, unused and shows no signs of wear.

If the return is accepted, we will refund the Product price less the personalisation cost disclosed before purchase. Under this voluntary policy, the Customer bears the original delivery and return postage costs.

Individually made jewellery

The statutory right of withdrawal does not cover non-prefabricated Products made to the Customer's specifications or to meet their individual needs. This applies in particular to bespoke jewellery, Miami Cuban Au585 products and pieces designed in ENIGMA FORGE.

03Voluntary Product exchanges

You may request a voluntary exchange of a non-personalised Product held in stock within 14 days of delivery.

1. The Product must be complete, show no signs of use beyond ordinary trying-on, and be in a condition suitable for resale as new, with its packaging and documents.
2. The Customer pays to send the Product to Enigma and for delivery of the replacement Product.
3. If you choose a more expensive Product, you must pay the difference. If you choose a less expensive Product, we will refund the price difference.
4. Exchanges do not cover bespoke Products, Miami Cuban Au585 products, ENIGMA FORGE products or Products that have been personalised.

04Resizing a signet ring or ring

Every signet ring or ring purchased from Enigma may qualify for one resizing, including personalised or bespoke pieces — provided its construction allows it to be resized safely.

1. Request resizing by emailing sklep@enigmaonline.pl within 14 days of delivery and wait for confirmation before sending the item.
2. Provide your order number or details that allow us to locate the purchase, the current size and the new size you need.
3. If we sent a size different from the one ordered due to our error, we will handle it as a complaint and cover the cost of resizing and transport.
4. Some designs cannot be safely made smaller or larger because of their stones, enamel, engraving, construction or coating. In such cases, we will explain the possible solution, timeframe and cost before starting work.

05Complaints — defects or lack of conformity

A change-of-mind return and a complaint are two different procedures. If the Product is defective, does not match its description, is not the size ordered or develops a workmanship issue, contact us to make a complaint.

1. Email a description of the problem to sklep@enigmaonline.pl. If possible, include photographs and your order number or other details that allow us to locate the purchase.
2. We will respond to a complaint from a Consumer or a business customer entitled to consumer rights within 14 days.
3. If the jewellery needs to be examined at our workshop, we will send shipping instructions or arrange collection.
4. For a justified complaint, Enigma pays for repair or replacement and the necessary transport.
5. As a rule, statutory liability for a Product's lack of conformity with the contract covers a lack of conformity that becomes apparent within two years of delivery. Enigma's voluntary guarantee does not limit these rights.

06How to send a Product back safely

1. Write to us first — especially for exchanges, resizing, complaints and voluntary returns for the precious metal value.
2. Place the jewellery in a box or other rigid packaging. Secure it so that it cannot move around in the parcel or rub against other items.
3. Include a note with your full name, order number, email address and a brief explanation: return, exchange, resizing or complaint.
4. Use a tracked delivery service. For higher-value items, we recommend insurance for the full value.
5. If you are sending a Product from outside the European Union, contact us before dispatch. The parcel must be correctly declared as returned goods. The sender bears any customs and clearance costs associated with the return, unless it results from a justified complaint.

07Contact and return address