Refund policy
At Bartini Lusso, we are committed to delivering an exceptional shopping experience. Every product is crafted with care, and we stand behind the quality of our collection. This policy applies to customers within the European Union and the United Kingdom and is designed to be fully transparent and compliant with applicable consumer protection legislation.
Your Right to Cancel — 30-Day Withdrawal Period
Under EU and UK distance selling regulations, you have the legal right to cancel your order within 14 days of receiving your goods, without providing a reason. As a goodwill gesture, Bartini Lusso extends this window to 30 days from the date of delivery.
To exercise this right, please notify us clearly of your decision by contacting support@bartinilusso.com, including your order number. You may also use the model cancellation form available upon request.
Once you have notified us of your cancellation, you have a further 14 days to return the goods to us.
Conditions for Returns
To be eligible for a return, items must be:
- Unworn and unused, in the same condition as received
- In their original Bartini pouch and packaging
- With the hygiene seal intact, where applicable (rings, earrings, and any item in direct skin contact)
- Accompanied by your order number and return authorisation, obtained by contacting us prior to shipping
Returns sent without prior authorisation may not be accepted. We reserve the right to reduce the refund amount where items show diminished value resulting from handling that goes beyond what is necessary to establish their nature, characteristics, and functioning. Items returned with a broken hygiene seal will not be accepted for change-of-mind returns.
Return Shipping
For all returns due to change of mind, including sizing preferences, the customer is responsible for arranging and covering the cost of return shipping. We do not provide prepaid return labels for change-of-mind returns.
Our products are fulfilled through our international quality-control and fulfilment centre. Returns must be sent to our designated warehouse address, which will be provided upon initiating a return request. As this is an international return, we recommend obtaining a shipping quote from your local postal service before proceeding.
For your protection, all returns must be sent via a tracked and insured shipping service. Bartini Lusso cannot accept responsibility for items lost or damaged during return transit that are not tracked and insured.
Size Exchanges
We invest considerable care in providing accurate and detailed sizing information for every product. Our sizing guides include centimetre measurements to assist you in selecting the correct size.
Should you wish to exchange an item for a different size, the following applies:
- Exchange requests must be submitted within 30 days of delivery
- The customer is responsible for the cost of return shipping to our fulfilment centre
- A shipping fee applies for the delivery of the replacement item
- One size exchange is permitted per order
- Alternative solutions such as partial refunds or store credit may be available — please contact our support team to discuss your options
Refund Process
Refunds are issued to the original payment method used at checkout.
Refunds are processed within 14 days of receiving and inspecting the returned item, or upon receipt of valid proof of return dispatch where applicable.
Standard outbound delivery costs are refunded in full where required by law. If you selected a premium or express delivery option, only the equivalent of the standard delivery cost is refunded. Original shipping fees are non-refundable for change-of-mind returns, except where required by law.
Defective, Damaged, or Incorrect Items on Arrival
If you receive an item that is damaged, defective, or does not match your order, please contact us within 14 days of delivery at support@bartinilusso.com with photographs of the issue. In these cases:
- We will cover the return shipping costs
- We will offer a replacement or a full refund, at your preference
- We aim to resolve all quality issues within 5 business days of receiving your photographs
The Bartini Lifetime Quality Guarantee
We stand behind the craftsmanship of every Bartini Lusso piece. All jewellery is covered by our Lifetime Quality Guarantee, valid from the date of purchase, in addition to the statutory warranty rights provided under EU Directive 2019/771 and the UK Consumer Rights Act 2015.
What is covered
- Manufacturing defects and workmanship issues
- Faulty solder, clasps, or settings
- Stones loosening from their setting due to defective craftsmanship
- Premature fading or peeling of the PVD finish under normal use, when the Care Guide has been followed
What is not covered
- Normal wear and tear, including gradual fading or scratches over time
- Cosmetic damage such as scratches, dents, or surface marks caused by everyday use
- Damage resulting from chemical exposure, including perfume, lotions, sunscreen, chlorine, salt water, hot tubs, or cleaning agents
- Damage caused by impact, sports, manual work, or accidents
- Loss, theft, or intentional damage
- Damage caused by third parties or by unauthorised repairs
- Items where the Care Guide has not been followed
- Cord, leather, fabric, or thread elements, which are considered consumable components subject to natural wear
How the guarantee works
We offer one free replacement per item under our Lifetime Quality Guarantee. After the first replacement, subsequent issues with the same piece will be eligible for a 50% discount on a new purchase of equivalent value, ensuring fairness for all our customers.
The Lifetime Quality Guarantee is non-transferable and applies only to the original purchaser. Proof of purchase is required for all claims.
How to file a claim
To file a guarantee claim, please contact support@bartinilusso.com with:
- Your order number
- Photographs of the issue
- A brief description of how and when the issue appeared
If the issue falls within the scope of the Lifetime Quality Guarantee, we will cover return shipping and the cost of the replacement piece.
Care Guide as a Condition of the Guarantee
Our Lifetime Quality Guarantee is conditional upon following the Care Guide provided with each purchase and available on every product page. PVD-coated stainless steel is highly durable when properly cared for; however, exposure to chlorine, salt water, hot tubs, perfumes, lotions, and abrasive surfaces will degrade the finish over time. Damage resulting from failure to follow these care instructions is not considered a manufacturing defect.
Non-Returnable Items
The following items are not eligible for return under the right of withdrawal:
- Personalised, engraved, or custom-made products
- Gift cards and digital vouchers
- Items where the hygiene seal has been broken
- Items marked as final sale at the time of purchase, where legally permitted
Alternative Resolutions
We understand that returns can be inconvenient, particularly for international orders. Our customer service team is trained to find practical solutions that work for you. Before initiating a return, we encourage you to contact us — in many cases, we can offer one of the following alternatives:
- A partial refund to keep the item, if the issue is minor
- Store credit valued above the original purchase, redeemable on a future order
- A standard return following the process described above
Contact
For any questions regarding returns, exchanges, or warranty claims, please contact our support team:
support@bartinilusso.com
We aim to respond to all inquiries within 1 business day. Our customer service team is available in English, Italian, German, French, and Portuguese to ensure clear communication regardless of where you are based.