Return Policy

B2B returns

Lacom supplies business customers only. No statutory right of withdrawal therefore applies. Returns are only possible with Lacom's prior written approval; shipments returned without approval will not be processed or credited.

Damaged or incorrect deliveries

Inspect your order immediately upon receipt. Report visible transport damage and shortages within 48 hours of receipt; other defects within 7 days of receipt. Report by email with your order number, a description and photos of the damage and the packaging. After these periods have expired, the claim lapses. If the report is justified, we will, at our discretion, arrange replacement, redelivery or a credit. Natural variation in gemstones and handmade products (colour, pattern, sizing) does not constitute a defect.

Return conditions

Approved returns are only accepted if the products are unused and unsold, in their original condition and packaging, with labels and QR codes intact. Products that have been altered, processed or relabelled are not eligible for return.

Return procedure

1. Contact us at info@lacomgems.com with your order number and the reason for the return.
2. Wait for our written approval and return instructions.
3. Ship the products well protected and in their original packaging, or hand them in at our Amsterdam location by appointment. The risk of the return shipment remains with you until it is received by Lacom; we recommend insured shipping.
4. After receipt and inspection, we process the credit within 5 business days, by bank transfer or as a credit on your account.

Costs

Return costs are borne by the customer, unless the error is on Lacom's part. For damaged or incorrectly delivered products, we reimburse the reasonable shipping costs of the return.

Contact

For questions about returns: info@lacomgems.com