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Last updated: May 2026
At UNION, every piece of jewelry is handcrafted and personalized from the unique imprint of your loved one. Because each creation is custom-made, in accordance with EU consumer law (Directive 2011/83/EU, Article 16(c)), the standard 14-day right of withdrawal does not apply once production has started (i.e. as soon as your imprint kit has been shipped).
You may cancel your order and receive a full refund only if your request reaches us before your imprint kit has been shipped. Kits are usually prepared and dispatched within 24–48 business hours of your order, so please contact us as soon as possible.
To cancel, email us at uniongeneva@gmail.com with your order number.
Once your imprint kit has been shipped, the production of your jewelry is considered to have started. In accordance with the law, no cash refund can be issued, as your piece is a personalized and unique creation. A piece of jewelry created from your imprint cannot be resold or reused for another order.
The final jewelry, once made and delivered in accordance with your order and the imprint received, cannot be returned or exchanged. Only manufacturing defects or non-conformities are an exception (see section 5).
If you do not return your imprint kit within a reasonable timeframe, your order will be converted into a store credit equal to the amount paid, usable across our entire store.
Getting a perfect imprint on the first try isn't always easy, especially with an animal. If your imprint is unusable or if you've lost your kit, we'll send you a new kit charging only the shipping fee. The contents of the kit remain free of charge.
Contact us at uniongeneva@gmail.com with your order number to receive a new kit.
If your jewelry has a manufacturing defect or doesn't match your order, we commit to:
You must report any defect within 14 days of receiving the jewelry, along with photos, at uniongeneva@gmail.com.
If your imprint kit or final jewelry doesn't arrive, or arrives damaged, contact us within 7 days of the expected delivery date. We will open an investigation with the carrier and arrange a free reshipment once confirmed.
Each piece is a faithful reproduction of the imprint received. The quality of the final result depends on the quality of the imprint provided. Before casting, our workshop inspects every imprint. If it is unusable, we'll contact you to offer a new kit (shipping at your expense).
For any inquiry, contact us at uniongeneva@gmail.com with your order number, the subject of your request, and photos if applicable. We commit to replying within 48 business hours.