Refund policy

1. Right of withdrawal

In accordance with European legislation on distance selling, the customer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal.

To exercise this right, the customer must contact the seller at the following address: hello@samarcollection.be

The product must be returned under the following conditions:

unused
in perfect condition
in its original packaging

Return shipping costs are borne by the customer, except in the event of an error on our part.

In the case of an exchange, both the return shipping costs and the shipping costs for the new item are borne by the customer.

An exchange can also be made in the form of a gift card valid across the entire site and combinable with current promotions.

All return requests are subject to verification.

In the event of fraud or false declarations, we reserve the right to refuse the request and take appropriate action.

2. Personalized products

Some products may be made according to the customer’s specifications (e.g., bracelet size, bead selection, or customization).

In accordance with European legislation, personalized products cannot be returned or refunded, except in the case of a defect or manufacturing error.

3. Damaged or incorrect products

If a product is received damaged or incorrect, the customer must contact us within 48 hours of receipt by sending:

a description of the issue
photos of the product and its packaging

to the following address: hello@samarcollection.be

An appropriate solution will be proposed (replacement, refund, or other).

4. Order cancellation

Once finalized and paid, an order cannot be canceled. Please ensure that all details of your purchase are correct before confirming.

5. Warranty

Our products are covered by the legal conformity guarantee of 2 years in accordance with European legislation.

This warranty covers manufacturing or conformity defects.

The warranty does not cover:

normal wear and tear
improper use
exposure to water, chemicals, or prolonged humidity
shocks, excessive tension, or improper handling

Natural stones may present slight variations in color, texture, or shape. These variations do not constitute a defect.

In the event of a manufacturing defect, please contact us so that we can find the most appropriate solution.

Please also note that extra thread is included in each package if you wish to repair your product yourself.

Our products are designed to last, but like any handcrafted item, they must be handled with care.

6. Refunds

Once the product has been returned and inspected, the refund will be issued using the payment method used for the order.

We strive to process your refund within 5 to 7 business days after receiving your return. It will be issued via your original payment method.

Please note that the refund timeframe may vary depending on financial institutions.

In case of delayed or missing refunds:

Check your bank account and contact your bank or credit card provider.
Please consult your bank, as processing times may apply.

Returned products that are incomplete, damaged, or used will not be eligible for a refund.

7. Local pickup

Customers may choose to collect their order in person, by appointment only.

Pickup takes place at the following address:

Chaussée de Huy 24
1300 Wavre
Belgium

This location is not a public store, and pickups are by appointment only.

In this case, payment can be made:

online via the website
in cash
or by electronic payment at the time of pickup

8. Orders collected in person

Products collected in person may also benefit from the right of withdrawal in accordance with applicable legislation, except for personalized products.

Any request must be made by email to: hello@samarcollection.be

9. Return to sender

In the event of a return to sender due to an incomplete or incorrect address, we offer two options:

Reshipment: reshipment is possible for a fixed fee to cover postal costs.
Refund: if you prefer a refund, the initially offered shipping costs will be deducted from the refunded amount, in accordance with our return policy.

Please indicate your preference at the following address: hello@samarcollection.be

This applies only if you are responsible for the address error. If the error is due to Samar or the carrier, reshipment will be arranged at Samar’s expense.