Refund & Return Policy
Refund & Return Policy
Last Updated: 22 August 2026
At Al-Noor Jewels, we want you to be satisfied with your purchase. This Refund & Return Policy explains your rights regarding cancellations, returns, refunds, damaged products, and personalised jewellery.
This policy applies to purchases made through anstore.it and is designed to comply with applicable Italian and European Union consumer protection laws.
1. Contact Information
For all return and refund enquiries, please contact:
Al-Noor Jewels
Email: info@anstore.it
Return Address: Via duomo, 126 Napoli, Italy
Please contact us before sending a return so we can provide the appropriate return instructions.
2. 14-Day Right of Withdrawal
If you purchase from us online as a consumer, you generally have the right to withdraw from your purchase within 14 days without giving a reason.
For goods, the 14-day period begins on the day you, or a person designated by you other than the carrier, receives the order.
To exercise your right of withdrawal, you must notify us within this 14-day period by emailing:
Please include:
- Your full name
- Order number
- Product(s) you wish to return
- A clear statement that you wish to withdraw from the purchase
3. Returning Your Order
After notifying us of your withdrawal, you must send the product back within 14 days.
Returns should be sent to:
Al-Noor Jewels
Via duomo, 126 Napoli, Italy
Unless the product is faulty, damaged, incorrect, or we agree otherwise, the customer is responsible for the direct cost of return shipping.
We strongly recommend using a tracked shipping service and keeping proof of postage until your return has been completed.
4. Condition of Returned Products
You may inspect jewellery in the same way you reasonably would in a physical shop to determine its nature, characteristics, and suitability.
Returned items should, where reasonably possible:
- Be returned with their original packaging
- Include any certificates, accessories, boxes, or documentation supplied
- Be securely packaged to prevent damage during return
- Not have been altered, damaged, or subjected to unnecessary wear
If a product has been handled beyond what is reasonably necessary to inspect it and this results in a reduction in value, we may deduct an appropriate amount from the refund where permitted by law.
5. Personalised and Custom Jewellery
The standard 14-day right of withdrawal generally does not apply to goods that have been made to your specifications or clearly personalised.
This may include:
- Custom engraved jewellery
- Jewellery personalised with names, initials, or dates
- Bespoke or made-to-order pieces
- Products specially manufactured according to your specifications
- Jewellery permanently modified specifically at your request
Please carefully check all personalisation details before submitting your order.
This exclusion does not affect your rights if a personalised product arrives defective, damaged, or does not match the specifications you provided.
6. Hygiene-Sensitive Products
Where a product is supplied in sealed packaging specifically for health or hygiene protection, the right of withdrawal may not apply once that seal has been opened, where the applicable legal requirements for this exception are met.
If a jewellery item is subject to such a restriction, this will be communicated where applicable before purchase.
This restriction does not apply to defective or incorrectly supplied products.
7. Refunds
Once you have validly exercised your right of withdrawal, we will process the refund in accordance with applicable consumer law.
Refunds generally include:
- The purchase price of the returned product; and
- The cost of the least expensive standard delivery option offered for the original order.
If you selected a more expensive delivery method, such as express or premium shipping, the additional delivery cost does not have to be refunded.
We may withhold the refund until:
- We have received the returned goods; or
- You provide evidence that you have sent the goods back,
whichever occurs first.
8. Refund Processing Time
Where the legal right of withdrawal applies, reimbursement will be made within 14 days from the date you inform us of your decision to withdraw, although we may withhold reimbursement until the goods have been returned or you provide evidence of return.
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed.
Your bank or payment provider may require additional time to display the refund in your account.
9. Damaged, Defective or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing components
- Materially different from the product ordered
please contact us at info@anstore.it as soon as reasonably possible.
Include:
- Your order number
- A description of the issue
- Clear photographs or videos where appropriate
If the product is confirmed to be defective or incorrectly supplied, we will provide an appropriate remedy in accordance with applicable law.
Return shipping costs for confirmed defective or incorrectly supplied products will not be charged to the consumer.
10. Legal Guarantee
Products sold to consumers are covered by the statutory legal guarantee of conformity provided under applicable Italian and EU consumer law.
If a product is defective or does not conform to the contract, you may be entitled, depending on the circumstances, to remedies such as:
- Repair
- Replacement
- Price reduction
- Refund or termination of the contract
These statutory rights are separate from the 14-day change-of-mind withdrawal right and are not limited by this Return Policy.
11. Natural Variations in Jewellery
Certain jewellery may include natural stones, pearls, metals, handmade elements, or other materials that naturally vary in:
- Colour
- Pattern
- Shape
- Texture
- Size
- Finish
Reasonable natural variations are not necessarily considered defects.
Product photography, lighting, and individual screen settings may also cause slight differences between the colour displayed online and the physical item.
12. Normal Wear and Improper Care
Refunds or replacements may not be available for damage caused by:
- Normal wear and tear
- Scratches caused after delivery
- Accidental damage
- Improper storage
- Exposure to chemicals or cleaning products
- Perfume, cosmetics, chlorine, or salt water
- Failure to follow applicable jewellery care instructions
- Unauthorised repairs or modifications
This does not limit your statutory rights where the product itself was defective or non-conforming when supplied.
13. Exchanges
If you wish to exchange an eligible product for another size, design, or item, please contact:
Exchanges are subject to product availability.
Where an exchange is requested simply because you changed your mind, return and replacement shipping costs may be the customer’s responsibility, subject to your statutory rights.
14. Sale and Promotional Products
Products purchased during a sale or promotion remain subject to applicable statutory consumer rights.
A reduced price does not remove your right to return an eligible online purchase within the legal withdrawal period.
However, personalised or custom-made products may remain excluded from the standard right of withdrawal as explained above.
15. Order Cancellations
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will try to cancel the order before shipment, but we cannot guarantee that this will be possible once processing or dispatch has begun.
For personalised or custom-made jewellery, cancellation may no longer be possible once production has started, subject to applicable law.
16. Return Shipping Responsibility
For ordinary change-of-mind returns under the right of withdrawal, the customer is responsible for the direct return shipping cost.
Al-Noor Jewels will be responsible for reasonable return shipping costs where the goods are confirmed to be:
- Defective
- Damaged on arrival
- Incorrectly supplied
- Otherwise non-conforming under applicable consumer law
17. Lost Return Parcels
Customers are responsible for ensuring that ordinary change-of-mind returns reach us.
We therefore recommend using a tracked and insured shipping method, particularly for higher-value jewellery.
Al-Noor Jewels cannot be responsible for a return parcel lost before it reaches us where the return transport was arranged independently by the customer, except where applicable law provides otherwise.
18. Contact Us
If you have any questions regarding a return, refund, exchange, damaged item, or cancellation, please contact:
Al-Noor Jewels
Email: info@anstore.it
Return Address: Via duomo, 126 Napoli, Italy
Website: anstore.it