Refund policy
Extended Returns for the Holiday Season
Christmas orders placed between 16/11/2025 and 24/12/2025, are eligible for exchanges until 31/01/2026.
If for any reason the client is not satisfied with an order purchased at MRJOIAS Online, it can be exchanged or returned. In that case the exchange/return should be delivered to our facilities within 14 days from the date of delivery.
Returns and exchanges must arrive respecting the following conditions:
- Items must be returned in the same condition you received them;
- Items must be returned with all packaging and other accessories received with the order;
- MRJOIAS Online reserves the right to not accept exchanges/returns that haven't been previously authorized.
All shipping fees associated with exchanges/returns are of the client’s responsibility.
On orders where shipping fees were charged, these fees will not be included in the exchange or refund value.
MRJOIAS Online doesn’t exchange or refund custom or made to order pieces.
As soon as the order is delivered, all pieces should be carefully checked. In case of defect, you should immediately email us at online@mrjoias.pt.
The following are not considered defects, but rather signs of wear:
- The normal tear caused by everyday wear;
- Wrongful/abusive use;
- Improper cleaning;
- Negligence;
- Accidents.
EXCHANGE/RETURN INSTRUCTIONS
INSTORE
- Send an email to online@mrjoias.pt indicating the reason for exchange/return;
- Wait for exchange/return approval;
- Deliver the exchange/return at one of our stores.
COURIER
- Send an email to online@mrjoias.pt indicating the reason for exchange/return:
- Wait for exchange/return approval;
- Place the items you're exchanging/returning with all original packaging and accessories received with the order;
- Request exchange/return pick up through the courier of your preference;
- Ship to the following address:
DOWNTOWN BY MRJOIAS - Largo de São Domingos nº32, 4050-545 Porto, Portugal.
EXCHANGES
Exchanges will be processed as soon as the returned items have been checked and accepted.
Shipping fees associated with the delivery of the exchanged pieces to our facilities are of the client’s responsibility.
On orders where shipping fees were charged, these fees will not be included in the exchange value, only the purchased items’ value is included.
On orders where shipping fees were charged, these fees will not be included in the exchange value, only the purchased items’ value is included.
In the shipping of the new pieces, if the additional value (new pieces’ value - original purchase value) is equal or superior to the value eligible for free shipping (check the value per country here), the shipping fees will be free, if the additional value is inferior to the value eligible for free shipping the shipping fees will be charged.
On orders where shipping fees were free, the exchange value will be the same as the original purchase. In this case, the shipping fees of the new pieces will be free if the original purchase value is equal or superior to:
- Continental Portugal: 200€
- Madeira: 1060€
- Azores: 1060€
- Peninsular Spain: 350€
- Balearic Islands: 450€
- Canary Islands, Ceuta or Melilla: 630€
- France: 580€
- Italy, Germany, Belgium, Netherlands and Luxembourg: 670€
- Austria: 940€
- European Union (list here)*: 1990€
The terms above are only applicable for exchanges of items of the same or higher value as the original purchase, if you wish to exchange for items of a lower value please contact us by sending an email to online@mrjoias.pt.
REFUNDS
Refunds are only elegible for the client who purchased the order.
Refunds will be processed as soon as returned items have been checked and accepted.
On orders where shipping fees were free, that value is deducted on the refund (purchase value minus shipping fee). On orders where shipping fees were charged, those fees will not be refunded.
On orders where shipping fees were free, that value is deducted on the refund (purchase value minus shipping fee). On orders where shipping fees were charged, those fees will not be refunded.
Refunds will be processed using the same payment method as the purchase (total purchase value minus the transaction fees). If for any reason, the refund is not possible using the same payment method, MRJOIAS Online will contact the client in order to process the refund via bank transfer.
