Refund policy
RETURN, WITHDRAWAL AND REFUND POLICY
Last updated: 20 August 2026
This policy applies to purchases made by consumers through the Rocco Pagliara online store. Any mandatory consumer, conformity and warranty rights provided by applicable law remain unaffected.
RIGHT OF WITHDRAWAL
You have the right to withdraw from a contract concluded through our online store within fourteen days without providing a reason.
The withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.
If several goods from one order are delivered separately, the period begins when the last item is received. For goods delivered in several parts, it begins when the final part is received.
HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
To exercise your right of withdrawal, you must send us a clear statement of your decision before the withdrawal period expires.
You may notify us by email or post:
Rocco Pagliara UG (haftungsbeschränkt)
Skalitzer Straße 18
10999 Berlin
Germany
Telephone: +49 176 81398685
Email: contact@roccopagliara.com
You may also use the “Withdraw from contract” function available at all times through the footer of our website. After submitting an electronic withdrawal, you will promptly receive confirmation by email.
Use of the model withdrawal form at the end of this policy is optional. The deadline is met if you send your withdrawal notice before the fourteen-day period expires.
EFFECTS OF WITHDRAWAL
Following a valid withdrawal, we will reimburse all payments received from you, including the cost of our least expensive standard delivery option.
Additional costs resulting from your selection of a special or more expensive delivery method will not be reimbursed.
The reimbursement will be made no later than fourteen days after we receive your withdrawal notice. We will normally use the same payment method used for the original transaction. You will not be charged any fees for the reimbursement.
We may withhold reimbursement until we have received the goods or until you provide evidence that the goods have been sent back, whichever occurs first.
RETURNING THE GOODS
After notifying us of your withdrawal, you must return the goods without undue delay and no later than fourteen days after the date of your notice.
Return address:
Rocco Pagliara UG (haftungsbeschränkt)
Skalitzer Straße 18
10999 Berlin
Germany
The return deadline is met if you dispatch the goods before the fourteen-day return period expires.
You are responsible for the direct cost of returning the goods. Due to the value of our jewellery, we recommend using an appropriately insured and trackable shipping service. This recommendation does not restrict your statutory right of withdrawal.
Prior approval is not required for a valid return. However, we kindly ask you to contact us at contact@roccopagliara.combefore dispatch so that we can provide appropriate security and handling instructions.
CONDITION AND DIMINISHED VALUE
You may inspect the goods to the same extent as would reasonably be possible in a physical store.
You are responsible for any diminished value only when it results from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.
Where possible, please return the item complete, appropriately protected and in its original packaging. Missing original packaging does not automatically remove your statutory right of withdrawal.
EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in particular to goods produced according to your personal specifications where the design depends substantially on your individual choices, or to goods clearly tailored to your personal requirements.
This may include:
– individually designed jewellery
– personal engravings or dedications
– stones individually selected and expressly confirmed for you
– individual material or design combinations
– bespoke pieces outside the standard options offered in our store
The fact that a standard collection piece is produced only after an order is placed does not, by itself, automatically exclude the right of withdrawal.
Whether the right is excluded depends on the specific level of individualisation and the applicable legal requirements.
DAMAGED, DEFECTIVE OR INCORRECT GOODS
Please inspect your order as soon as reasonably possible after delivery.
If an item is damaged, defective or does not correspond to your order, please contact us at contact@roccopagliara.com.
Your mandatory rights concerning defective or non-conforming goods remain unaffected. Where a complaint is justified, we will bear the necessary return costs.
EXCHANGES
We do not offer direct exchanges.
If you would like a different standard item or an alternative available option, you may return the original item in accordance with your right of withdrawal and place a new order separately.
MODEL WITHDRAWAL FORM
If you wish to withdraw from the contract, you may send us the following information:
To:
Rocco Pagliara UG (haftungsbeschränkt)
Skalitzer Straße 18
10999 Berlin
Germany
Email: contact@roccopagliara.com
I/We hereby give notice that I/we withdraw from the contract concluded for the purchase of the following goods:
Ordered on:
Received on:
Name of consumer or consumers:
Address of consumer or consumers:
Date:
Signature – only if submitted on paper: