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Returns and complaints

Every ring is made by hand in 925 silver, to order, in the model and size you chose. These are our rules for returns and the way to report a fault.

1. Returns and changing your mind

Our jewellery is not mass produced and is not held in stock. Each ring is made to order in the model and size you select. Because of this:

  • Change of mind. We do not offer a voluntary right to return a ring because you have changed your mind.
  • Wrong size chosen. If the ring was made in the size you selected and confirmed, a poor fit is not a fault. We do not offer voluntary size exchanges or refunds for this reason.
  • Ordering several sizes to try. We do not send several sizes to try at home and return the ones that do not fit.

None of this limits our responsibility for genuine faults or for mistakes in your order, or any rights you have under mandatory consumer law.

2. Our 180-day quality promise

On top of your statutory rights, we give a voluntary quality promise for 180 days from delivery. It covers:

  • Material faults: hidden flaws, cracks or other defects in the 925 silver.
  • Workmanship faults: production errors that affect use, durability or quality.
  • Order errors: a ring delivered in a size other than the one confirmed, or an engraving that does not match the design of the model you ordered.

3. What is not a fault

  • Natural darkening of 925 silver. Our jewellery is not rhodium or platinum plated. Patina is a property of silver, not a defect.
  • Care and use. Damage from detergents, strong chemicals, chlorine or perfume, and mechanical damage, is assessed case by case.
  • A size you chose yourself. If the ring matches the size you ordered, a poor fit is not a production fault.

4. How to report a problem

Step 1. Email us

Write to sale@onmyhand.eu with your order number and name, a description of the problem, the date you noticed it, and photos or a short video.

Step 2. Check and return

We review your report and tell you what happens next. If we need to see the ring, we send you instructions and the address to send it to. Please do not send anything before we confirm.

Step 3. Technical assessment, up to 30 days

Once the ring arrives, we assess the material, the workmanship, the size and engraving against your order, and any damage, within 30 days. This does not extend any deadline set by law for answering your complaint.

Step 4. Resolution

If your complaint is upheld, we bring the ring into line with your order at no cost to you: a free repair, a new ring or a replacement, a price reduction, or a refund where you are entitled to one. Refunds are made in EUR to the original payment method where possible.

Our craft. Our responsibility.