Exchange, Return and Cancellation Policy

At Fulgoria, we want every customer to be satisfied with their purchase. However, if something doesn't go as expected, the following exchange, return, and cancellation policies apply.

1. Right of free resolution (withdrawal)

The customer has the right to cancel the contract without giving a reason, within 14 days from the date they received the product.

To exercise this right, you must inform us of your decision in writing to info@fulgoriastore.com , indicating:

  • Full name

  • Order number

  • Name or reference of the item

Products must be returned in perfect condition, showing no signs of use and in their original packaging, including labels, box and accessories. The customer is responsible for the return shipping costs.

The customer will have three options to resolve the problem, which they must choose and inform Fulgoria of in a timely manner:

  1. Refund of the amount paid, using the same payment method as the original purchase;

  2. Replacement with another identical or equivalent item;

  3. Store credit to purchase other items.

After receiving and verifying the status of the items, the situation will be resolved according to the option chosen by the customer.

Exceptions: the right of withdrawal does not apply to personalised products, made to order, or products that cannot be returned for hygiene reasons, as provided by law.

2. Damaged or defective products

As part of our catalog, the pieces are handcrafted, and therefore may present slight variations in colour, texture, or finish, which will be duly indicated on the product page. Such variations are not considered defects, but rather part of the handcrafted nature of the piece.

Furthermore, 925 sterling silver and gold-plated pieces may undergo expected changes with use and time. For example, silver may tarnish over time due to natural oxidation, and gold plating tends to fade with use. These changes are natural and do not constitute a manufacturing defect, but rather a result of use and proper care.

Therefore, Fulgoria only accepts exchanges or returns of items with an actual defect that was not reported or damage incurred during transport. If this is the case, the customer must report the problem via email to info@fulgoriastore.com, attaching clear photographs of the item and packaging that prove the defect or damage.

After analysis, if the defect is confirmed, the customer must return the item and the situation will be resolved according to the customer's preferred option (refund, replacement, or store credit).

If the item does not have the defect or damage reported by the customer, it will be returned to them, and the shipping costs will be their responsibility.

If an item shows any expected changes due to use or time and the customer wishes to have it restored, they can contact us via email at info@fulgoriastore.com for more information.

3. Returns deadlines and shipping

Returned items must arrive at our facilities within a maximum of 14 days after the customer's notification, in the same condition in which they were delivered, as indicated in point one of this policy. If the return is because you received a defective or damaged item, follow the steps indicated in point two above.

It is recommended to use a registered shipping method to ensure order tracking. The return shipping cost is the sole responsibility of the customer.

We will exchange, refund, or issue store credit for online purchases as soon as the items are received by us, in accordance with points one or two of this policy, as applicable.

4. Order Cancellation

The customer can request cancellation of the order before shipment by contacting us as soon as possible at info@fulgoriastore.com.

If the order has already been shipped, the refund will only be processed after the items have been returned in accordance with this policy (point one).

5. Contact

For any questions or concerns regarding exchanges, returns, or cancellations, please contact us at: info@fulgoriastore.com.