Returns & Refunds

for orders placed with VAN TOL · vantol.ch

Version: 22 September 2026

These terms supplement our information on the right of withdrawal and the statutory rights in respect of defects. In addition to the statutory right of withdrawal, VAN TOL grants a voluntary 20-day right of return (section 1a).

1. Return following withdrawal

1.1 Consumers may withdraw from purchases of non-personalised goods within the statutory right of withdrawal. The withdrawal period is generally 14 days from the legally relevant date. Details on the period, declaration and reimbursement are set out in our separate information on the right of withdrawal.

1.2 After declaring withdrawal, the goods must be dispatched to the return address stated above no later than 14 days thereafter.

1.3 The customer bears the direct cost of returning the goods when exercising the statutory right of withdrawal.

1a. Voluntary 20-day right of return

1a.1 In addition to the statutory right of withdrawal, consumers may return non-personalised goods to VAN TOL within 20 days of receipt without giving any reason. The deadline is met if the goods are dispatched to the return address stated above in time.

1a.2 The voluntary right of return requires the goods to be unworn and undamaged and to be returned complete with all documents supplied, in particular certificates or grading reports for the stone.

1a.3 Individually engraved goods and goods expressly identified as personalised special orders before the order is placed are excluded from the voluntary right of return (section 4).

1a.4 The customer bears the direct cost of returning the goods. VAN TOL refunds the purchase price including the cost of standard delivery within 14 days of receiving the goods, using the same means of payment as the original transaction. No handling or restocking fee is charged.

1a.5 The voluntary right of return does not affect the statutory right of withdrawal or the statutory rights in respect of defects. Within the statutory withdrawal period, a withdrawal is governed solely by the information on withdrawal and section 3; in particular, withdrawal is not conditional on the goods being unworn.

2. Preparing and sending a return

2.1 Please package jewellery carefully and securely for transport. Use of the original packaging is not a condition for exercising the statutory right of withdrawal, but is recommended where the packaging is still available.

2.2 For high-value jewellery, we recommend a trackable shipping method and transport insurance appropriate to the value of the goods. This recommendation does not restrict the customer's statutory rights.

2.3 To allow us to identify the return quickly, we ask that the order number or a copy of the order confirmation be enclosed. Failure to include this information does not affect statutory rights.

2.4 Returns must be sent exclusively to VAN TOL in Freiburg im Breisgau. Please do not independently send goods to manufacturers, suppliers or other third parties.

3. Condition of returned goods

3.1 The customer may inspect the goods to the extent necessary to establish their nature, characteristics and functioning.

3.2 Withdrawal is not conditional on a product being unworn, sealed or returned in its original packaging.

3.3 If the customer has handled the goods beyond what is necessary to inspect them and this results in a loss of value, VAN TOL may claim compensation for diminished value where the statutory requirements are met.

3.4 Merely trying on a ring or item of jewellery to a reasonable extent does not automatically give rise to a claim for diminished value.

4. Engravings and personalised special orders

4.1 For goods that have been individually engraved or that were expressly identified before the order as a personalised special order, the statutory right of withdrawal may be excluded if the statutory requirements are met.

4.2 Merely selecting regular shop options such as ring size, metal colour or stone type is not treated by VAN TOL as sufficient on its own to exclude the right of withdrawal.

4.3 Statutory rights in respect of defects remain available for engraved or personalised products.

5. Reimbursement following withdrawal

5.1 In the event of an effective withdrawal, VAN TOL will reimburse the payments that must be reimbursed by law no later than within the statutory period. Reimbursement will generally be made using the same payment method used for the original payment.

5.2 In the case of a consumer sale, VAN TOL may withhold reimbursement until the goods have been received back or the customer has provided evidence that the goods have been sent back, whichever occurs first.

5.3 VAN TOL does not charge any processing, restocking or similar fee for a properly exercised statutory right of withdrawal.

6. Damaged, defective or incorrectly delivered goods

6.1 Statutory rights in respect of defects apply to damaged, defective or incorrectly delivered products. Please contact VAN TOL at info@vantol.ch before returning the goods where possible so that the return and further handling can be coordinated. This request is not a condition for exercising statutory rights.

6.2 In the case of justified claims for defects, VAN TOL bears the expenses necessary for subsequent performance, in particular the necessary transport costs.

6.3 Where a return is required because of a defect, VAN TOL will, after coordination, provide an appropriate return option or reimburse the necessary return costs to the extent required by law.

7. Incorrect size or incorrectly selected configuration

7.1 A ring size, metal colour, stone type or other regular configuration option incorrectly selected by the customer does not in itself constitute a defect.

7.2 For non-personalised goods, any existing statutory right of withdrawal and other mandatory consumer rights remain unaffected.

8. Exchanges

8.1 VAN TOL currently does not offer a separate voluntary exchange right. Under the voluntary right of return (section 1a) or a statutory right of withdrawal, the customer may return the goods and place a new order for the desired alternative version.

8.2 Individual solutions, for example a size alteration, may be offered on a case-by-case basis outside the statutory right of withdrawal. There is no entitlement to such a solution unless VAN TOL expressly confirms it.

9. Contact

9.1 If you have questions about a return, withdrawal or complaint, you can contact VAN TOL at info@vantol.ch or by telephone at +49 160 4558360.