Return & Refund Policy

Last Updated: August 17, 2026

At groakin.com, operated by Ariane Ernst Jewelry GmbH, we want you to be satisfied with your purchase.

This Return & Refund Policy explains your rights and our procedures for returns, refunds, exchanges and defective products.

This policy is intended to comply with applicable German and European Union consumer protection laws, including the German Civil Code (Bürgerliches Gesetzbuch – BGB) and applicable EU consumer protection legislation.

Nothing in this policy limits or excludes any mandatory statutory consumer rights.

1. Company Information

Ariane Ernst Jewelry GmbH

Bilker Allee 81
40219 Düsseldorf
Germany

Phone: +49 211 3982497
Email: guidance@groakin.com
Website: groakin.com

2. 14-Day Statutory Right of Withdrawal

If you are a consumer in the European Union, you generally have a 14-day statutory right of withdrawal for purchases made through our online store.

You do not have to provide a reason for exercising this right.

The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receive the goods.

You may exercise your right of withdrawal by clearly informing us of your decision to withdraw from the contract.

You may contact us by:

Email: guidance@groakin.com

or by post at:

Ariane Ernst Jewelry GmbH
Bilker Allee 81
40219 Düsseldorf
Germany

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day withdrawal period has expired.

3. How to Request a Return

To request a return, please contact us before sending the product back.

Please provide:

• Your full name;

• Order number;

• Email address used for the order;

• Product(s) you wish to return;

• Reason for return, if you wish to provide one.

Once your return request has been received, we will provide the relevant return instructions.

Please do not send products to an address different from the return address provided by our customer service team.

4. Return Condition

Returned products should be handled with reasonable care.

Where possible, please return products:

• In their original packaging;

• With all included accessories;

• With product tags or labels where applicable;

• In an unused and undamaged condition.

You may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning.

If the value of the goods has diminished because they were handled beyond what is necessary to inspect their nature, characteristics and functioning, you may be liable for that diminished value to the extent permitted by applicable law.

This does not affect your statutory withdrawal rights.

5. Return Shipping Costs

Unless we have expressly agreed otherwise, the consumer is responsible for the direct cost of returning goods following a statutory withdrawal where the consumer has been properly informed of this obligation.

If you return a product because it is defective, damaged, incorrect or otherwise does not conform to the contract, the applicable statutory rights may provide for reimbursement of reasonable return costs.

Please contact us before returning a defective or incorrect product so that we can provide appropriate instructions.

6. Refunds

Once a valid withdrawal has been exercised, we will refund the payments received from you in accordance with applicable law.

The refund generally includes:

• The purchase price of the returned product; and

• The cost of the cheapest standard delivery option offered at the time of purchase, where required by law.

Additional delivery costs resulting from your choice of a more expensive shipping method are generally not refundable.

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed and does not result in additional costs for you.

7. Refund Timing

Where you exercise your statutory right of withdrawal, the refund will generally be made without undue delay and no later than 14 days after we receive your withdrawal notice.

However, where the statutory conditions apply, we may withhold the refund until:

• We have received the returned goods; or

• You have provided evidence that the goods have been sent back,

whichever occurs earlier.

This is subject to applicable German law.

8. Exchanges

If you would like to exchange a product for another size, style or item, please contact us at:

guidance@groakin.com

Exchanges are subject to product availability.

If the requested replacement product is unavailable, we may instead process the applicable refund or other remedy.

An exchange does not limit your statutory consumer rights.

9. Defective, Damaged or Incorrect Products

If you receive a product that is:

• Defective;

• Damaged upon delivery;

• Incorrect;

• Missing components; or

• Not in conformity with the contract,

please contact us as soon as reasonably possible.

Please provide:

• Order number;

• Description of the issue;

• Photographs of the product and packaging where appropriate;

• Any other information reasonably required to assess the issue.

We will assess the issue and provide an appropriate remedy in accordance with applicable German and EU consumer protection law.

Depending on the circumstances, statutory remedies may include:

• Repair;

• Replacement;

• Price reduction;

• Refund;

• Other remedies available under applicable law.

10. Legal Guarantee for Defective Goods

Our statutory obligations concerning defective goods remain fully applicable.

Consumers purchasing goods from professional sellers benefit from statutory consumer protection concerning goods that do not conform to the contract.

Where applicable, the statutory period for claims relating to defects is generally two years, subject to applicable German law and specific circumstances.

Nothing in this policy limits your statutory warranty or guarantee rights.

11. Jewelry-Specific Considerations

Jewelry should be handled and maintained in accordance with the care instructions provided with the product.

Normal signs of wear and tear may occur over time.

Examples may include:

• Minor scratches;

• Surface wear;

• Natural changes caused by regular use;

• Discoloration caused by exposure to cosmetics, perfume, chemicals, water or other substances.

Damage resulting from misuse, improper storage, accidents or failure to follow reasonable care instructions may not constitute a manufacturing defect.

However, this section does not exclude or limit any statutory rights you may have in relation to defective or non-conforming products.

12. Hygiene and Sealed Products

For certain products, the statutory right of withdrawal may be excluded where the goods are not suitable for return for reasons of health protection or hygiene and have been unsealed after delivery, where the legal requirements for this exception are satisfied.

Any such statutory exception will only apply where the applicable legal conditions are met.

13. Personalised or Custom-Made Products

The statutory right of withdrawal may not apply to certain goods that are:

• Made according to the consumer’s specifications; or

• Clearly personalised for the consumer.

This may apply to certain personalised or custom-made jewelry products.

Where a product is excluded from the statutory right of withdrawal, this will be indicated to the customer before the purchase where legally required.

This exclusion does not affect statutory rights relating to defective or non-conforming goods.

14. Sale and Discounted Products

Products purchased during sales, promotions or using discount codes are generally subject to the same statutory consumer rights as products purchased at regular prices.

A reduced price does not remove your statutory right of withdrawal or statutory rights concerning defective goods.

Where a promotional offer has specific conditions, those conditions will be displayed at the time of purchase.

15. Products Purchased as Gifts

If a product was purchased as a gift, the statutory rights generally belong to the person who entered into the purchase contract with us.

If you received an item as a gift and wish to return or exchange it, please contact the original purchaser where necessary so that we can identify the relevant order.

16. Return Processing

After we receive a returned product, we may inspect it to determine:

• Whether it corresponds to the relevant order;

• Whether it has been returned within the applicable period;

• Whether there is any damage or diminished value beyond permitted inspection;

• Whether the return relates to a statutory withdrawal or a defect claim.

We aim to process valid returns and refunds as promptly as reasonably possible.

17. Return Address

Please do not send a return to our registered business address unless our customer service team specifically instructs you to do so.

For return instructions, please contact:

Email: guidance@groakin.com

We will provide the appropriate return information based on your order and reason for return.

18. International Returns

If you are returning an order from outside Germany, additional shipping or customs procedures may apply.

You are responsible for ensuring that the return shipment complies with applicable postal, customs and shipping requirements, except where applicable law provides otherwise.

If the return relates to a defective, incorrect or non-conforming product, please contact us before sending it back.

19. Refunds for Failed or Cancelled Orders

If an order is cancelled before dispatch and payment has already been received, we will refund the relevant amount in accordance with applicable law.

If an order cannot be fulfilled because a product becomes unavailable, we will inform you and refund any amount already paid for the unavailable product.

20. Statutory Rights Take Priority

Nothing in this Return & Refund Policy is intended to:

• Exclude your statutory right of withdrawal;

• Limit your statutory warranty rights;

• Restrict your consumer protection rights;

• Limit any mandatory rights provided by German or EU law.

Where this policy conflicts with mandatory applicable law, the mandatory legal provisions will prevail.

21. How to Contact Us

For returns, refunds, exchanges or defective products, please contact:

Ariane Ernst Jewelry GmbH

Bilker Allee 81
40219 Düsseldorf
Germany

Email: guidance@groakin.com
Phone: +49 211 3982497
Website: groakin.com

Please include your order number whenever possible so that we can process your request efficiently.

22. Updates to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in:

• Applicable laws;

• Consumer protection requirements;

• Our products;

• Return procedures;

• Shipping arrangements;

• Business practices.

The latest version will always be published on this page.

Last Updated: August 17, 2026