What to do if something arrives damaged or wrong, and where the law gives you a right of withdrawal and where it does not. Written without the usual fog.

When you can withdraw and when you can't

Article 103.c of the Spanish consolidated Consumer Protection Act (Ley General para la Defensa de los Consumidores y Usuarios) excludes from the right of withdrawal goods made to the consumer's specifications or clearly personalised. The plaque, the lamp and the necklace are engraved for one order only, so they fall under that exception: there is no change-of-mind return on them, and we are not going to pretend otherwise.

The initial ring is different. It is not engraved — the letter comes from the factory and it is picked from stock — so it is an ordinary product and the statutory 14-day right of withdrawal applies to it in full, no reason needed.

None of this touches what follows: a faulty, damaged or incorrect piece is covered whatever it is, and so is the legal warranty below.

If it arrives damaged or wrong

• Write to us at maisonamourstore@gmail.com with your order number and a photo of the problem, within 14 days of delivery.
• We reply within 24-48 h. In most cases the photo is enough and you keep the piece while we remake it.
• You choose: we remake it or we refund you. A refund goes back within a maximum of 14 calendar days, using the same payment method you used.

For the ring, where the 14-day withdrawal right applies, you don't need to explain yourself or fill in any form, although you have the right to use the official withdrawal form if you prefer.

Who pays the postage

Reason	Return postage
It arrives broken or faulty	We pay
The engraving doesn't match what you wrote in your order	We pay
We sent you the wrong thing	We pay
It ran more than 10 working days past the maximum	We pay
You changed your mind about the ring	You pay

Cancelling before it reaches the workshop

Orders go to the workshop in batches, not one by one. If you write to us before yours has gone out, we cancel it and refund you in full, no reason needed. In practice that is the first few hours after ordering, so write straight away.

Once the order is with the workshop the text is already being cut and it cannot be stopped. From then on, the sections above are what apply.

Legal warranty

Whatever the piece, it carries the 3-year legal warranty of conformity from delivery set out in current Spanish law. This one is not optional for us and nothing above reduces it. It covers manufacturing defects, not normal wear from use.

What it covers

• The setting, the chain or the clasp breaking without a knock to explain it.
• The light failing.
• The engraving fading or becoming illegible under normal use.

What it doesn't cover

• Gold plating wearing down through use, chlorine, perfume or sun cream. It's a finish, not an alloy.
• Scratches on the acrylic from cleaning it with abrasives or alcohol.
• Breakage from a drop or a knock.

If we can't agree

Write to us first. Most things get sorted in one email.

If you are still not satisfied, you can go to the consumer affairs service of your Spanish region.