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Last updated: April 2026
1. General principle
Rexha Gold Sh.p.k. trades in luxury products crafted from precious metals and gemstones. In accordance with the Company's commercial policy and within the framework of Law No. 9902/2008 "On Consumer Protection", the Company does not offer monetary refunds for returned products, except in the cases expressly provided for in this Policy.
The only solution available for the return of products purchased through www.rexhagold.com is the exchange of the product for another item at the Rexha Gold physical boutique, under the conditions set out in this document.
By purchasing through www.rexhagold.com, the Customer expressly accepts this policy, which has been made clear prior to the finalisation of every order, in accordance with Article 686 of the Civil Code of the Republic of Albania.
2. Right of withdrawal — 14 days
In accordance with Article 37 of Law No. 9902/2008, the Customer has the right to withdraw from the contract within 14 (fourteen) calendar days of the physical delivery of the product, without penalty and without giving any reason.
The Company does not offer monetary refunds. The exclusive solution available is the exchange of the product in accordance with the conditions set out in Section 3 of this Policy.
3. Product exchange
Within the 14-day period, the Customer has the right to exchange the product purchased online for another product available exclusively at the Rexha Gold physical boutique, under the following conditions:
(I) Exchange for a product of equal value
The Customer selects another product of the same value; no monetary difference is returned.
(II) Exchange for a product of higher value
The Customer selects a product of higher value; the price difference is paid by the Customer at the time of exchange in the boutique.
(III) Exchange for a product of lower value
The Customer selects a product of lower value; the price difference is not refunded monetarily and is treated as store credit in favour of the Customer, valid for use within 12 (twelve) months of the exchange date.
4. Conditions for acceptance of returns
A return is accepted and an exchange carried out only if:
- The return procedure described by the Company has been fully followed;
- The product is returned in perfect condition, unworn and unsoiled. Items returned incomplete, damaged or soiled will not be accepted under any circumstances. In particular, products with scratches, even minor ones, are never accepted;
- The Company's specialists confirm that the setting and stone, or any other component of the product, are consistent with the product delivered to the Customer, without damage, modifications or interventions of any kind;
- The product is returned with its complete original packaging (original certificate where applicable, accessories, packaging, gift box, instructions, etc.).
5. Exclusions — products not eligible for return
The right of return and exchange does not apply to:
- Personalized or custom-made products: Engravings, specific sizes, custom colour combinations or any modification requested by the Customer. These products have been manufactured exclusively to the Customer's specifications and are not eligible for return under any circumstances;
- Earrings and hygiene-related products: Earrings and any other product with direct hygienic contact, removed from their original packaging, are not eligible for return for health and hygiene reasons;
- Products damaged after delivery: Products damaged as a result of improper use, accidents, negligence or third-party intervention following transfer of ownership.
6. Return procedure
To initiate a return and exchange, the Customer must:
- Notify the Company by email at sales@rexhagold.com within the 14-day period, specifying the order number and the product they wish to exchange;
- Await written confirmation from the Company and the scheduling of an appointment at the boutique;
- Attend the Rexha Gold physical boutique in person with the original product, complete original packaging and order confirmation;
- Select the replacement product and, where applicable, pay the price difference.
Shipping costs to return the product to the boutique are borne by the Client.
7. Defective products
7.1 Identification of a defect within 14 days
Should the Customer identify a technically verifiable defect — not resulting from use, negligence and misuse — within 14 (fourteen) calendar days of delivery, the Company offers as its exclusive solution:
- Repair of the product at no cost to the Customer, within 30 (thirty) calendar days of the defect being confirmed; OR
- Exchange of the product for another item in accordance with the conditions of Section 3 of this Policy.
The assessment of the defect is carried out exclusively by Rexha Gold Sh.p.k. specialists, whose decision is final.
Price reduction and monetary refund are not available as solutions, for as long as the Company offers and carries out the repair or exchange within the prescribed timeframes, in accordance with Article 31, paragraph 6 of Law No. 9902/2008.
7.2 Return costs for defective products
In the event of a defect confirmed by the Company's specialists, the cost of returning the product to the boutique is covered by the Company.
8. Unavailable products and specific orders
8.1 Unavailable product
Should the Customer have paid through the Website for a product that proves unavailable following order confirmation, the Company will notify them immediately by phone or email. The Customer has the right to choose one of the following solutions:
- Continue with the order at the new timeframe and/or price communicated by the Company, settling any price difference prior to delivery;
- Exchange for a product of equal or higher value at the Rexha Gold physical boutique; any price difference, where applicable, is paid by the Customer;
- Store credit: the payment made is retained as store credit valid for use within 12 (twelve) months at the Rexha Gold physical boutique;
- Full monetary refund: the Customer has the right to request a full refund of the amount paid through the Website, to be processed within 14 (fourteen) calendar days of the request, via the same payment method used at the time of purchase.
The Company reserves the right to cancel the order should the Customer be unreachable or fail to confirm their choice within 7 (seven) working days of notification. In this case, the payment made will be refunded in full.
8.2 Specific orders via WhatsApp — deposit
For products ordered via a specific order through WhatsApp, the payment made in person at the boutique or by bank transfer is considered a confirmation deposit. From the moment payment is confirmed, the order goes into production and cannot be cancelled.
The product has been manufactured exclusively and personally for the Customer according to their specifications. For this reason, the Customer is obliged to collect the ordered product and settle the full price agreed at the time of order confirmation via WhatsApp.
No alternative solution exists — neither exchange, nor store credit, nor monetary refund — as the product cannot be sold to any other party due to its personalised nature.
9. Brand warranties
Certain products sold through www.rexhagold.com, such as watches and items from specific brands, may be accompanied by a warranty issued directly by the manufacturer or the respective brand. The terms, duration and scope of such warranties are determined exclusively by each brand's policy. Rexha Gold Sh.p.k. accepts no responsibility for the enforcement of third-party brand warranties.
10. The nature of precious products
The Customer acknowledges that jewellery and watches crafted from precious metals, gemstones and delicate materials are luxury products requiring special care and periodic professional maintenance.
Damage, deformation and destruction of products, as well as the cracking and loss of stones, pearls or other components as a result of external impact, knocks, misuse or negligence, do not constitute a defect and are not covered by any warranty of the Company. In such cases, the Customer may make use of the repair service offered by Rexha Gold Sh.p.k. at the applicable rates.
11. Contact
For any questions regarding returns or exchanges:
Email: sales@rexhagold.com
Website: www.rexhagold.com
Phone: +355 694 080 571
