1. Introduction

At ADON, customer satisfaction is a priority. This Returns and Refunds Policy establishes the conditions applicable to the return of products purchased through our website, in accordance with Portuguese and European Union legislation in force.

We recommend reading this policy carefully before making a purchase.

2. Right of Withdrawal

2.1 Non-personalized products

Under Decree-Law No. 24/2014, customers have the right of withdrawal within 14 days from the date of receipt of the products, provided they are not personalized.

For a return to be accepted, products must:

• Be in perfect condition, without signs of use, wear, or damage;
• Be returned in their original packaging;
• Include all certificates of authenticity, documents, and accessories;
• Be accompanied by the respective proof of purchase.

2.2 Exclusions from the right of withdrawal

The right of withdrawal does not apply to the following cases:

• Personalized products or products made to the customer’s specific order;
• ADON products that incorporate personalization processes associated with DNA or other unique and irreversible elements;
• Products whose personalization has been initiated after order confirmation;
• Products damaged by improper use, negligence, or incorrect handling.

These exclusions are provided for in applicable legislation, namely in Article 17 of Decree-Law No. 24/2014.

3. Return Procedure

3.1 Prior contact

Before making any return, customers must contact ADON’s customer support service, providing:

• Order number;
• Reason for return.

Contact should be made via email:
geral@adon.gold

3.2 Product shipment

After confirmation from ADON, the product must be sent to the following address:

ADON – Ouronor Fabricantes de Ourivesaria Lda
Rua da Castanheira, nº 889 – Travassos
4830-776 Póvoa de Lanhoso
Portugal

Except in cases of error attributable to ADON (incorrect or defective product), return shipping costs are the customer’s responsibility.

4. Refunds

4.1 Return assessment

Upon receipt of the returned product, ADON will proceed with its verification. The customer will be notified by email regarding the acceptance or rejection of the refund.

4.2 Method and timeframe for refund

When approved, the refund will be processed using the same payment method used for the purchase, within a maximum of 10 business days after validation of the return.

4.3 Refunds not received

If the refund is not visible within the indicated timeframe, we recommend:

1. Checking your bank account or statement again;
2. Contacting the card issuer or payment provider;
3. If the situation persists, contact ADON via email at geral@adon.gold.

5. Exchanges

ADON only processes exchanges in cases of defective or damaged products.
Should this situation occur, customers must contact us in advance for assessment and additional instructions.

6. Contact

For any questions related to returns and refunds, you may contact us through:

geral@adon.gold