Returns & Exchanges

Our Return Policy

At Antwerp Mounts, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

Return Eligibility

Standard Items (Non-Customized)

You may return standard, non-customized items within 14 days of delivery if:

  • Items are in original, unworn condition
  • Original packaging and tags are intact
  • No signs of wear, damage, or alteration
  • Accompanied by proof of purchase

Custom-Made Items

As per EU consumer law, custom-made items are not eligible for return. This includes:

  • Mountings made to specific measurements
  • Personalized or engraved items
  • Items modified to your specifications
  • Special orders not in our standard catalog

Non-Returnable Items

The following items cannot be returned:

  • Custom or made-to-order pieces
  • Items that have been worn, sized, or altered
  • Sale items (unless defective)
  • Items returned after 14-day period

How to Return

Step 1: Request a Return

Contact our customer service team:

  • Email: info@antwerpmounts.com
  • Include your order number and reason for return
  • We'll respond within 1 business day with return instructions

Step 2: Prepare Your Return

  • Pack items securely in original packaging if possible
  • Include all original components (certificates, boxes, etc.)
  • Complete the return form provided

Step 3: Ship Your Return

  • Keep your tracking number for reference
  • Ship within 5 business days of return authorization

Step 4: Refund Processing

  • Returns are inspected within 2 business days of receipt
  • Approved refunds processed within 5 business days
  • Original payment method credited (may take 5-10 days to appear)

Exchanges

Product Exchanges

Want to exchange for a different item?

  • Return the original item following our return process
  • Receive store credit or refund
  • Place a new order for your preferred item

Defective Items

Manufacturing Defects

If you receive an item with a manufacturing defect:

  • Contact us within 48 hours of delivery
  • Provide photos of the defect
  • We'll arrange free return shipping
  • Choose replacement or full refund

What Qualifies as a Defect

  • Structural issues affecting durability
  • Incorrect metal purity or quality
  • Missing or incorrectly set stones (for set pieces)
  • Significant deviations from specifications

What Doesn't Qualify

  • Minor variations in handcrafted items
  • Slight color differences due to photography
  • Normal wear and tear after use
  • Damage caused by improper handling
  • Very minor manufacturing remnants. For mirror shine under 10% loupe, please contact us so we can provide a quote.

Refund Details

Refund Timeline

Stage Timeframe
Return authorization 1 business day
Return shipping (customer) 5 business days
Inspection upon receipt 2 business days
Refund processing 5 business days
Bank processing 5-10 business days

Refund Method

  • Refunds are issued to the original payment method
  • Store credit available upon request (never expires)
  • Original shipping costs are non-refundable (unless item was defective)

Partial Refunds

Partial refunds may apply for:

  • Items not in original condition
  • Missing packaging or components
  • Items showing signs of use

Wholesale Returns

B2B Return Policy

Wholesale customers have specific return terms:

  • Returns must be authorized within 7 days of delivery
  • Stock items only — custom orders are final sale
  • Minimum 10% restocking fee may apply
  • Bulk returns require advance scheduling

Contact your account manager for wholesale return requests.

Your Consumer Rights

As a consumer in the EU, you have the right to:

  • 14-day withdrawal period for non-customized items
  • 2-year legal guarantee for conformity issues
  • Clear information about return conditions
  • Access to dispute resolution through the EU ODR platform

Contact Us

Questions about returns or exchanges?