TERMS AND CONDITIONS OF SALE
Last update: 27/06/2026
Official Website: www.ayjoya.com
Welcome to the official website of AY Joya. These General Conditions regulate access, navigation, the purchasing process, artisan manufacturing, shipping, and return policies applicable to all commercial transactions carried out on our online store. By processing an order and checking the mandatory acceptance box on the checkout screen, the User agrees to be fully bound by the conditions detailed in this single document.
SECTION I: GENERAL INFORMATION AND SUPPORT
In compliance with transparency and general information obligations, the official contact details of AY Joya are provided below:
- Trading Name: AY Joya
- Official Website: ayjoya.com
- Customer support email: info@ayjoya.com
- Customer support WhatsApp: +34 611 819 111
- Business Correspondence Address: AY Joya, Carrer de Floridablanca 68, Local 9F, 08015 Barcelona, Spain
Customer support hours (Monday to Friday):
Telephone customer service (voice calls): From 12:00 h to 14:00 h. Outside these hours, the line will not be available due to the demands of artisan manufacturing, workshop tasks, or ongoing customer service.
Written customer service (WhatsApp and email): Inquiries received will be answered, as a general rule, within a maximum period of one business day. Messages will be handled in order of receipt during working hours.
Nature of the Business: AY Joya operates exclusively as an online store for artisan jewelry. It does not have a commercial establishment or a workshop open to the public; therefore, visits, collections, in-person deliveries, or direct customer service at our management facilities or postal correspondence address are not permitted.
SECTION II: CONDITIONS OF SALE AND REGULATION OF MINORS
Legal Capacity and Minors: The User declares that they are over 18 years of age and have sufficient legal capacity to contract through the Website. If a minor acquires a product by falsifying their data, the transaction will be voidable in accordance with civil legislation. Upon notification from parents or legal guardians, AY Joya will cancel the order and refund the amount paid solely and exclusively after the physical return of the item to the return address authorized by AY Joya with the thermal security seal or holographic tamper-evident seal intact. If the piece of jewelry is returned without the seal or with signs of tampering or use, the right to a refund will be voided as the obligation of restitution in its original delivery condition is not met.
Prices and Taxes: Prices published on the Website are expressed in euros (€) and constitute the final amount of the product. Due to the special tax regime applicable to the artisan activity of the owner, the indicated prices constitute the total amount due, being exempt from VAT. AY Joya may modify the prices published on the Website at any time, without such modifications affecting under any circumstances orders that have already been confirmed by our order processing system. Applicable shipping costs will be added to the final amount and will be transparently broken down on the checkout screen before formalizing the transaction.
Payment Security and Confirmations: AY Joya does not store nor have access at any time to the complete credit card details of the buyer. Payments are processed through secure payment platforms equipped with encryption systems and SSL protocol. No order will be processed nor enter the workshop or shipping phase until the corresponding payment has been correctly authorized by the secure payment provider. Once the order is confirmed and validated, the customer will automatically receive a detailed purchase confirmation via email.
Technical Errors in the Order: The Website allows the User to review and correct any errors in the information entered before confirming the order. If the User detects an error after completing the purchase process, they should contact AY Joya immediately by email so that, where possible, the issue may be corrected before the item enters the manufacturing or dispatch process. AY Joya reserves the right to cancel any order where there are reasonable indications of fraudulent use, false information, unauthorized purchases, or any breach of these Terms and Conditions.
SECTION III: ARTISAN CHARACTERISTICS AND SIZING STRATEGY
Availability and Product Descriptions: The essential characteristics of each product are shown in its corresponding product description on the Website. All orders are subject to stock availability. If exceptionally a product ceases to be available after the formalization of the purchase, AY Joya will immediately inform the customer by email and proceed to a full refund of the amount paid for said product, resolving the transaction without any penalties.
Product Particularities and Photographic Samples: The User acknowledges that AY Joya pieces incorporate handmade artisan production processes, noble metals, silver clay, gemstones and collectible minerals, high-end cut crystals, and certified precision components from leading brands. Non-homogeneous variations in color, veins, natural gemstone inclusions, textures, geometric shapes, brightness, or tone are intrinsic characteristics of the material and of handcrafted jewellery making. These variations form part of the individual appearance and exclusivity of the piece and do not constitute under any circumstances manufacturing defects or lack of conformity. Product photographs are for illustrative purposes only; the perceived tones and nuances may vary subtly depending on screen calibration and the organic nature of the materials used.
Strategy for Special Sizes On-Demand (Exclusion of the Right of Return):
- AY Joya maintains strictly limited stock of samples in standard sizes for immediate shipping, which will be explicitly indicated under the text “Size Available” within the individual description of each product.
- When the buyer selects, requests, or commissions through the web a size or dimension different from the one specified in stock as “Size Available”, the item will legally be considered a “product made to consumer specifications and fully personalized”.
- In accordance with Article 103 of the General Law for the Defense of Consumers and Users, orders for special sizes manufactured on-demand or at the express request of the buyer are excluded from the right of withdrawal, exchange, or voluntary return. Once the artisan manufacturing, artisan jewellery craftsmanship, or customization process of the piece has begun in the workshop, the order is final. It is the sole responsibility of the customer to verify their exact measurement before formalizing the purchase.
SECTION IV: SHIPPING POLICY, PRODUCTION TIMES, AND SAFEGUARDS
Logistics Scope and Transport Rates: AY Joya carries out protected shipments with tracking codes and specialized cargo insurance. AY Joya ships to Spain, countries within the European Union, and selected international destinations. If the destination country is not available during the purchase process, the customer must contact AY Joya before placing the order to evaluate transport availability and corresponding costs. The fixed transport rates applicable below the free shipping thresholds are established as follows:
- Spain: Standard rate of €10. Free shipping for orders over €200.
- Europe (European Union): Standard rate of €20. Free shipping for orders over €300.
- Rest of the World (Selected International): Standard rate of €40. Free shipping for orders over €400.
Preparation and Processing of Orders: All orders are reviewed and carefully prepared before shipment. Orders placed on business days will be processed as soon as possible. Orders placed during weekends or public holidays will begin processing on the next business day, from which the applicable processing times will be calculated. When the courier service allows it, the customer will receive a tracking number and tracking information once the order has been dispatched from the workshop.
Estimated Delivery Times: The estimated delivery time is composed of the sum of the manufacturing timeframe and the transit time. If raw materials are available in the workshop, the standard manufacturing time for items made-to-order or special sizes ranges between 7 and 15 business days. However, the customer acknowledges that the jewellery making process, metal drying times, gemstone imports, or the need to adjust the production schedule may require an extended technical period of up to 4 weeks (28 calendar days) prior to dispatch. The indicated manufacturing timeframes must always be added to the transport deadlines to obtain the estimated delivery date.
Safeguard Clause for Lack of Raw Materials: As these are artisan pieces dependent on external supplies, AY Joya reserves the right to intervene if a lack of availability or severe delay occurs in the supply of raw materials by providers. In such a situation, AY Joya will immediately contact the buyer by email to offer two mutually exclusive options by mutual agreement: propose a revised production schedule by accepting a new extended delivery date or proceed to the unilateral cancellation of the order with an immediate 100% refund of the money, leaving the contract terminated without penalties.
Personalized Products and Prohibition of Cancellation: Once the workshop has started the manufacturing or modification of a personalized product, manufactured specifically for the customer or modified according to their instructions (including requested special sizes), it will not be possible to cancel the order under any circumstances, unless applicable regulations dictate otherwise.
Delivery Responsibility and Custody: It is the obligation of the customer to provide a complete, correct, and updated delivery address. AY Joya is not responsible for delays or incidents arising from incorrect data provided by the buyer. If the package is returned due to an incorrect address, absence of the recipient, refusal of delivery, or failure to collect it within the timeframe established by the carrier, the customer must pay the costs of a new logistical dispatch. Failed returned orders will be held for a maximum of 10 business days before being disassembled or reintegrated into stock, where possible, due to storage limits; generated storage costs or new shipments may be passed on to the customer when regulations permit.
SECTION V: RETURNS AND CONSUMER PROTECTION
This section constitutes the mandatory security framework destined to regulate authorized withdrawals, protect the security of AY Joya’s commercial operations, and prevent potential fraudulent or abusive uses of high-value pieces.
Ordinary Right of Withdrawal and Exclusions: The consumer has a maximum period of 14 calendar days counted from the physical receipt of the package to exercise their right to withdraw from the purchase solely if it concerns a standard product acquired in the “Size Available” expressly indicated on the web. All orders placed on-demand for special sizes, modifications at the request of the customer, or unsealed piercing items (earrings) are excluded from the right of withdrawal due to strict hygiene and biosecurity reasons.
Mandatory Procedure and Application Channels: To speed up processing, AY Joya recommends using the Return Request Form integrated digitally on the Website within the 14 calendar day period. Likewise, any other written communication (such as an email to info@ayjoya.com) that unequivocally expresses the customer’s will to exercise their right of withdrawal will be accepted when required by applicable law or in the event of temporary technical unavailability of the web form. The request must state and include, as applicable:
- Original order number.
- First and last name of the buyer.
- Email address used in the purchase.
- Reason for the return or description of the incident.
- Clear photographs of the product from multiple angles.
- Photographs of the packaging received (exterior and interior).
- Sharp photographs of intact labels, security seals, or holographic seals.
- In the case of defective products, items damaged during transport, or incorrect items, clear photographs of the defect, damage, or incident observed.
AY Joya will review the submitted request. AY Joya may request additional information or documentation when reasonably necessary to verify the incident or correctly process the return. If appropriate, AY Joya will provide the necessary instructions to carry out the return. Returns sent by the customer’s own initiative without prior written authorization may be rejected at destination. No item should be returned before receiving written instructions from AY Joya.
Mandatory Product Conditions: For a return to be accepted, the product must strictly meet the following conditions:
- Be completely unused and in the exact same condition in which it was received.
- Retain its original packaging, cases, certificates of authenticity, and gift boxes.
- Include any label, certificate, case, gift box, or accessory supplied.
- Show no damage, marks, pulling, or alterations caused by the customer.
- Keep the tamper-evident factory-placed security seals and tags intact and uncut. The removal, cutting, or manipulation of these elements will imply the definitive loss of the right to return or refund, as it will be considered an item that has lost its commercial value. Without visual proof of intact seals in the request, no approval will be granted.
Hidden and Protected Shipping Address: In order to guarantee the security of the workshop and high-value correspondence, the exact postal address in Barcelona for carrying out the return shipment is not published openly on the web. Said unique authorized address will be provided to the customer solely and exclusively in a private manner via email once their request has been reviewed, the condition of the seals verified, and formally approved by AY Joya. In-person deliveries or the physical appearance of customers, users, or courier companies at the return or management address of AY Joya will not be permitted.
Return Shipping Costs and Mandatory Insurance: When the return responds to a personal decision or change of mind by the customer, the transport costs will be borne entirely by them. As this concerns high-value fine jewelry, the customer must purchase transport insurance with the courier agency for the full declared value of the jewelry. AY Joya is not responsible for losses, thefts, or breakages suffered by the package during the return journey. Original shipping costs paid at the time of purchase, as well as the costs of the insurance purchased by the customer for the return shipment, will not be refundable when applicable legislation allows it.
Defective, Damaged, or Incorrect Products (48-Hour Deadline): The customer is recommended to inspect the package immediately upon delivery. If the packaging shows visible damage or breakages due to transport, whenever possible, the customer must record the visible damage on the carrier’s delivery slip or system and contact AY Joya within a maximum period of 48 hours from receipt, providing photographs of the outer packaging, the inner packaging when relevant, and clear photographs of the damage, defect, or incident observed in the jewelry. Once this period has elapsed without communication, AY Joya may presume that the order was received without apparent transport damage, without prejudice to the legal rights of the consumer regarding possible lack of conformity that manifests subsequently. Once the incident is evaluated within the deadline, AY Joya may offer, as mutually agreed: replacement of the product, repair in the workshop, a total or partial refund, or the issuance of a voucher or credit for future purchases in the store. In these cases, AY Joya will assume collection costs.
Refund Processing: The refund will be made using the same payment method employed in the purchase, unless expressly agreed otherwise. It will be carried out within a maximum period of 14 calendar days from the physical receipt of the product by AY Joya, once the technical inspection has been completed, the condition of the seals verified where appropriate, and it has been verified that the product meets the return conditions established in these General Conditions. The refund may be delayed when the returned product has not been received or cannot be physically inspected.
SECTION VI: WARRANTIES AND LEGAL EXCLUSIONS
Legal Warranty: In accordance with current regulations, products have a legal warranty of three years against lack of conformity or latent hidden manufacturing defects. This warranty is understood without prejudice to the unrenounceable legal rights recognized to consumers by current regulations.
Reporting Defects or Non-Conformity: The customer must communicate any possible lack of conformity within a reasonable time from becoming aware of it, providing photographs and a description of the problem to facilitate its evaluation.
Exclusion of Warranty due to Wear, Misuse, or Breakage: Any damage resulting from accidents due to drops, pulling, crushing, mechanical breakages by the user, wear from prolonged use, loss of components, or deterioration due to lack of care is strictly excluded from the commercial and legal warranty. Likewise, damage produced by exposing the pieces to external corrosive agents such as perfumes, chlorine, salt water, alcohol gel, chemical cleaning products, or extreme sweat acidity will not be covered. The warranty does not cover normal wear and tear derived from use, nor natural variations of minerals, stones, or artisan materials.
SECTION VII: LEGAL FRAMEWORK AND GENERAL RULES
Service Continuity: AY Joya does not guarantee uninterrupted technical availability or continuous operation of the Website. The online service may be suspended temporarily, without prior notice, due to technical maintenance tasks, server updates, or force majeure causes beyond the brand’s control.
Intellectual and Industrial Property: All contents of the Website, including, but not limited to, texts, photographs, images, videos, jewelry designs, logos, brands, graphics, visual elements, product descriptions, software, and any other published content, are the exclusive property of AY Joya or their respective owners and are protected by Spanish and international legislation on intellectual and industrial property. Its reproduction, distribution, modification, public communication, extraction, or use, in whole or in part, without the prior written authorization of AY Joya is expressly prohibited.
Force Majeure: AY Joya will not be responsible for any delay or non-compliance with its contractual obligations when these are due to causes of force majeure or events beyond its reasonable control. This includes transport strikes, prolonged customs holdings or inspections, unforeseen delays in the delivery of supplies by providers, natural disasters, accidental technical failures in digital infrastructures, or government restrictions.
Limitation of Liability: To the maximum extent permitted by applicable law, the total liability of AY Joya arising from any claim related to an order will be limited, in any case, to the amount actually paid by the customer for the product subject to said claim. This limitation will not affect the unrenounceable rights recognized to the consumer by current legislation.
Electronic Communications: The User accepts that most communications with AY Joya will be electronic (email or notices on the web). For contractual purposes, notifications sent to the email address provided during the purchase process will be considered fully valid and in writing.
Entire Agreement: These General Conditions of Sale, together with the Legal Notice, Privacy Policy, and Cookies Policy published on this website, constitute the complete, entire, and definitive agreement between AY Joya and the customer, superseding any prior verbal pact or conversation.
Online Dispute Resolution: A link to the European Commission’s online dispute resolution (ODR) platform for consumers is provided through the official European resolution portal.
Partial Nullity (Severability): If any provision of these General Conditions is declared totally or partially null, invalid, or inapplicable by a firm judicial or administrative resolution, such circumstance will not affect the validity of the remaining provisions, which will remain fully in force and will be interpreted, as far as possible, consistently with the purpose pursued by the affected provision.
Applicable Legislation and Jurisdiction: These General Conditions are governed by and will be interpreted in accordance with Spanish legislation. Any controversy derived from the interpretation or execution of this contract will be submitted to the competent courts and tribunals established by consumer regulations.
Last general update of terms and integrated rates: 27/06/2026
