Refund policy

Refund and Return Policy

Gioyel is a trading name of SHOPNOVA SRLS, VAT IT02118490768, registered with the Chamber of Commerce of Potenza, REA no. PZ 209501.

Under European Union consumer law you have a statutory right to withdraw from your purchase within 14 calendar days from the day you receive your item, without giving any reason.

1. Your right of withdrawal

You may withdraw from your order within 14 calendar days of receiving it, without giving a reason and without penalty. Where an order is delivered in several shipments, the period runs from the day you receive the last item.

To withdraw, send an unequivocal statement to info@gioyel.com before the period expires. You may use the model form in section 7, but you are not obliged to do so. Prior authorisation from us is not a condition for exercising this right. Contacting us first simply allows us to send you return instructions and speeds up your refund.

We issue refunds; we do not offer exchanges. If your item is defective, damaged or not the one you ordered, the Legal Warranty of Conformity applies instead and may entitle you to repair or replacement — see section 8.

2. Condition of the returned item

You are entitled to examine and handle the item as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (Art. 14(2) of Directive 2011/83/EU).

To avoid any deduction from your refund, we recommend that you return the item:

• unworn and unused, without scratches or signs of wear;

• in its original packaging, including boxes, pouches and protective materials;

• with all tags and any certificate of authenticity included.

These are recommendations, not conditions. If an item is returned showing a reduction in value, we will refund you and deduct only an amount proportionate to that reduction, and we will explain the calculation.

3. Legal exceptions

Pursuant to Art. 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

• Personalised items: jewellery that has been custom-engraved or made to your specifications (Art. 16(c)).

• Sealed earrings: for hygiene reasons, earrings supplied in a sealed pack cannot be returned once the seal has been broken (Art. 16(e)). Earrings returned with the seal intact are fully refundable.

No other category of product is excluded. Discounted items carry exactly the same return rights as full-price items.

4. How to return an item

Write to info@gioyel.com. We will confirm and provide instructions within 2 working days.

Returns warehouse address (send returns here, not to the registered office):

• SHOPNOVA SRLS

• via Giovanni Calice, 10

• 85100 Potenza (PZ), Italy

• Phone: +39 351 320 8031

Registered office (correspondence only): SHOPNOVA SRLS, SP 93 n. 22, 85021 Avigliano (PZ), Italy.

We recommend using a trackable shipping service and writing the phone number +39 351 320 8031 on the label to assist the courier.

5. Return shipping costs

Outbound shipping is free on all orders within the European Union.

The direct cost of returning an item is borne by you, except where the item was defective, damaged or not what you ordered. In those cases we cover the return cost in full and you pay nothing.

6. Refunds

We reimburse all payments received from you, including the standard delivery charge, without undue delay and in any event no later than 14 days from the day we are informed of your decision to withdraw (Art. 13(1) of Directive 2011/83/EU).

We may withhold the reimbursement until we have received the goods back, or until you supply evidence of having sent them back, whichever is earlier (Art. 13(3)).

Refunds are issued to the same payment method used for the original transaction. You incur no fee as a result of the reimbursement. Your bank may need additional time to post the credit to your account.

7. Model withdrawal form

You may copy the text below and send it to info@gioyel.com:

"To SHOPNOVA SRLS, via Giovanni Calice 10, 85100 Potenza (PZ), Italy - info@gioyel.com. I hereby give notice that I withdraw from my contract of sale of the following goods: [description]. Ordered on / received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date]."

8. Faulty, damaged or incorrect items

Please inspect your order on arrival. If an item is defective, damaged or incorrect, contact us at info@gioyel.com. We will arrange repair, replacement or refund at no cost to you.

This is separate from and additional to the right of withdrawal. Under the Legal Warranty of Conformity you are protected for two years from delivery for any lack of conformity, in accordance with Art. 135-bis of the Italian Consumer Code.

9. Complaints and dispute resolution

For any complaint write to info@gioyel.com. If a dispute is not resolved directly, you may refer it to a competent Alternative Dispute Resolution (ADR) body. The European Commission’s Online Dispute Resolution platform was discontinued on 20 July 2025 and is no longer available. In Italy, ADR bodies are listed by the Ministry of Enterprises and Made in Italy, and mediation is available through the Chamber of Commerce.