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Refund policy

Terms & Conditions & Refund Policy – Dórnor Fine Jewelry

Last updated: 29.09.2025

1. General Information

These Terms and Conditions apply to all orders placed via the Dórnor Fine Jewelry online store www.dornor.com.

Dórnor ApS
CVR.nr.: DK37373273
Danmarksgade 55A, 9900 Frederikshavn, Denmark
Email: mail@dornor.com

2. Important Information

By placing an order, you agree to these Terms & Conditions. We may update these terms to reflect changes in technology, business processes, legal requirements, or system capacity.

  • Ready-Made Jewellery: Right to withdraw within 30 days of receipt.
  • Custom-Made, Made-to-Order & Personalised Jewellery: Excluded from this right (see section 8).

All purchases are also covered by the Danish Sale of Goods Act.

3. Ordering

  • Online store open 24/7 (may close for maintenance).
  • Orders placed on weekends/holidays processed next business day.
  • Email confirmation is not acceptance; contract concluded upon shipment/tracking confirmation.
  • Payment collected upon dispatch.

4. Delivery & Shipping

  • Denmark: Complimentary insured delivery on all orders.
  • EU Core Markets: Free delivery above €300; €15–€20 below.
  • Other EU & International: Rates shown at checkout.

Lead times:
Ready-made: 1–3 business days.
Made-to-order: 3–6 weeks + delivery.

All shipments include tracking and require signature.

5. Prices & Currency

All prices include VAT where applicable. Customs duties (outside EU) are calculated at checkout. Available currencies: DKK, EUR, SEK.

6. Order Tracking

Tracking details are provided by email once your order has shipped.

7. Right to Return (Ready-Made Items)

You have 30 days from receipt of ready-made jewellery to request a return or exchange.

  • Item must be unworn, unused, with tags, certificates, and original packaging.
  • Customer pays return shipping (except faulty items).
  • Returns must be approved in advance via mail@dornor.com.

8. Non-Returnable Items

  • Custom-made, made-to-order, resized, engraved, or personalised jewellery.
  • Sale items.
  • Gift cards.

9. Damages & Faulty Items

Inspect upon receipt. Contact us within 7 days if defective or incorrect. Approved claims will be repaired, replaced, or refunded at our discretion. Return shipping covered by Dórnor.

10. Lifetime Diamond Guarantee

All Dórnor lab-grown diamonds are guaranteed for life against manufacturing defects. This covers integrity – no chipping, cracking, or loss of brilliance under normal wear. Excludes accidental damage, misuse, or loss.

11. 2-Year Limited Warranty

We provide a 2-year warranty on materials and craftsmanship under normal use.

Not covered:

  • Damage from accidents, misuse, or lack of care.
  • Normal wear and tear.
  • Loss of gemstones.

12. Resizing & Modifications

  • One complimentary resizing for plain gold bands (if technically possible).
  • White gold: resizing requires rhodium plating (extra cost).
  • Pavé & eternity rings: resizing limited to ±1 size. Larger requires remake at customer’s expense.
  • Design modifications after delivery are new custom orders (not warranty-covered).

13. Material Disclaimer

  • White Gold: Warm tone, rhodium plating may require reapplication. Not a defect.
  • Handcrafted Jewellery: Minor variations from online images are not defects.
  • Pavé Settings: Require care; stone loss due to wear or impact not covered.

14. Return Procedure

  1. Email mail@dornor.com with order number, description, and photos.
  2. Await approval and instructions.
  3. Return approved items to:
    Dórnor Fine Jewelry
    Danmarksgade 55A
    9900 Frederikshavn
    Denmark

15. Refunds

  • Approved refunds issued to original payment method within 10 business days.
  • Refunds reflect actual purchase price (after discounts).
  • Outside Denmark: customs duties, fees, and taxes are non-refundable.

16. Payment

We accept Dankort, Visa, MasterCard, MobilePay, Apple Pay, Google Pay, American Express.

17. Non-Conforming Products

If your product does not conform, contact customer care with details and photos. You will not bear return costs.

18. Governing Law & Complaints

These terms are governed by Danish law.

Complaints:
Email: mail@dornor.com
Danish Dispute Resolution Institute: www.forbrug.dk
EU ODR platform: https://ec.europa.eu/consumers/odr

About Dórnor

Opening Hours (Store):
Tue–Fri: 10:00–17:00
Sat: 10:00–13:00

Email: mail@dornor.com
Phone: +45 91 94 35 02
Address: Danmarksgade 55, 9900 Frederikshavn, Denmark