Jewelry that has been engraved, resized, or custom-designed at the client's request. These items cannot be returned because they are uniquely manufactured.

• Customized items

These are jewelry items manufactured or modified specifically at the client's request. As they are unique and custom-made pieces, they cannot be returned or exchanged except in case of a manufacturing defect.

• Engraved

Jewelry on which a name, initials, date, symbol, or dedication requested by the client has been added using engraving techniques.

• Resized

Jewelry that has been modified in size or shape to fit the client.

• Custom-designed at the client's request

Jewelry created from scratch following the client's instructions, preferences, or ideas.

• Unique

Each customized piece is one-of-a-kind, made according to the needs of a particular client, which prevents it from being sold to another person in the event of a return.

Perforated or modified jewelry (e.g., by weight reduction, altered design). The warranty is void because it no longer retains its original factory condition.

Document confirming the authenticity, carat weight, and characteristics of the jewelry. It is important to keep it for exchanges or returns.

The customer pays for it, except when the error is due to AURIUM (manufacturing defect or order error).

Problem originating in the production of the jewel, not due to client use or neglect.

• Incorrect karatage

When the jewel does not have the gold purity promised to the client.

• Loose setting

Setting is the technique used to attach a stone (diamond, zirconia, pearl) to the jewel.

• Poorly done soldering

Soldering is the joining of metal parts (chain links, clasp, ring band).

• Defective finish

The finish refers to the final polishing, shine, coating, or texturing of the jewel.

• Defect: Inadequate appearance from the start, such as:
• Visible scratches.
• Bubbles or stains in the rhodium plating.
• Poorly polished areas.

Inevitable deterioration over time and with normal use of the jewelry:

• Loss of shine.
• Scratches.

Normal loosening of clasps. Not considered a manufacturing defect.

Only business days are counted, generally Monday through Friday, excluding Saturdays, Sundays, and holidays.

They count every single day of the calendar.

Item given as collateral for a loan at a pawn shop. The collateral is lost because it is no longer under the direct control of the customer.

Process of transporting the jewel to the customer:

• If managed by AURIUM or the contracted shipping company, AURIUM is responsible until delivery.
• If the customer chooses a parcel service other than AURIUM's, the risk is the customer's from the moment it is handed over to the external service.

Laboratory test that analyzes the metal to confirm that the karats correspond to what was offered. The customer pays the cost if they want to verify it.

Unlike old methods (such as scraping or acid), laser spectrometry does not damage the jewelry. It is fast and reliable, with results in a few seconds.

Specialized review carried out by AURIUM when a piece of jewelry is returned. The technical department determines whether it meets warranty or exchange conditions.

Situations in which the warranty does not apply: modified, customized, damaged by chemicals, impacts, excessive friction, or improper use. 

• Modified items 

Jewelry that has been altered after purchase, for example: size reduction, size enlargement, design changes, additional soldering, replacement of parts or stones. When modified, the item loses its original factory condition, so the warranty no longer applies. 

• Customized items 

Jewelry that was manufactured or adapted to the client's specific request, for example: engravings with names, dates, initials, or pieces made under an exclusive design. These items cannot be returned or exchanged because they are unique and custom-made for the client. 

• Damage from chemicals 

Deterioration caused by contact with substances such as chlorine, perfumes, creams, alcohol, detergents, acids, or cosmetics. These chemicals alter the color, shine, or resistance of the metal, which is not a manufacturing defect but a consequence of use. 

• Impacts 

Visible physical damage such as dents, fractures, deep scratches, or bent items due to impacts or drops. Since they are caused by carelessness or accident, they are not covered by the warranty. 

• Excessive friction 

Accelerated wear of the jewelry due to constant rubbing against hard surfaces or other pieces of jewelry. This can lead to loss of shine, thinning of the metal, or scratches, which is part of normal use and not a manufacturing defect. 

• Improper use 

Using the jewelry in conditions for which it was not designed. 

Examples:  

• Wearing chains, rings, or bracelets during intense physical activities (gym, contact sports).  
• Exposing gold or silver jewelry to chlorinated pool water.  
• Using delicate items as tools (e.g., opening bottles with a ring). These scenarios cause damage attributable to misuse, not manufacturing. 

Legal and commercial commitment by which AURIUM is liable if the jewelry has a manufacturing defect, always within the terms established by the Federal Consumer Protection Law (minimum 90 calendar days).

Document delivered to the client in case of warranty denial or return. It formally explains the reasons and must contain the following structure:

• Company header

AURIUM logo.
Jewelry store name and legal name.
Address and contact information (phone, email).
Date of report issuance.

• Customer data

Customer's full name.
Purchase order, ticket or invoice number.
Date of item acquisition.

• Jewelry identification

Detailed description (e.g., 14k gold ring with zirconia).
Code or serial number (if applicable).
Certificate of authenticity or warranty number.

• Reason for the request

Brief summary of the customer's request (e.g., return, warranty, exchange).
Date the request was submitted.
Technical evaluation

Results of the review performed by AURIUM's technical department.

Observations found (e.g., "natural wear detected," "the item was modified," "no manufacturing defect found").

Methods used for the review (e.g., visual inspection, carat test).

An international measure indicating the purity of gold.

Caratage indicates the purity of gold in a piece of jewelry. It is measured on a scale of 24 parts:

• 24k → Pure gold (99.9% purity). It is very soft and rarely used in jewelry because it deforms easily.
  
• 18k → 75% pure gold + 25% other metals (copper, silver, nickel). Widely used in fine jewelry.
  
• 14k → 58.3% pure gold + 41.7% other metals. It is more resistant, ideal for daily wear.
  
• 10k → 41.6% pure gold + 58.4% other metals. This is the minimum legally accepted in many countries to be called “gold”. It is more economical and resistant, but less brilliant.
  

AURIUM may update these policies at any time, but always respecting the minimum consumer rights established in the LFPC.

Maximum times established to request an exchange, return, or claim:

• 30 calendar days - in-store purchases.
• 5 calendar days - online purchases.
• 90 calendar days - claims for manufacturing defects.

Steps for the customer to request an exchange or return:

1. Contact the sales advisor.
   
2. Send evidence (photos or videos).
   
3. Receive a return label if applicable.
   

Commercial events with discounts (e.g., Buen Fin, Hot Sale, Clearance Sales). Items purchased during these promotions typically cannot be exchanged or returned.

• Promotion

A special offer in which a product is sold under different-than-normal conditions, whether for a limited time, a reduced price, or with additional gifts or benefits.

• Discount

A reduction in the original price of a piece of jewelry for a specific period.

• Clearance Sale

Sale of products at a reduced price because they are from previous collections or due to inventory closure.

1. In this case, exchanges or returns are not applicable, except for manufacturing defects.
   

• Hot Sale

A national online and in-store sales event with special promotions, organized in Mexico once a year. Items purchased under this scheme cannot be exchanged or returned (except for manufacturing defects).

• Buen Fin

A national promotional event with discounts in November. As with Hot Sale, exchanges or returns are not applicable, except under manufacturing warranty.

• Días Dorados (or AURIUM internal events)

Exclusive promotions from AURIUM jewelry, similar to clearance sales. Products purchased during these campaigns have restrictions on exchanges and returns.

• Special Promotions

Generally refers to any event such as Buen Fin, Hot Sale, Clearance Sales, Días Dorados, or others that involve reduced prices.

• Promotional Product

A piece of jewelry that is part of a promotion (discount, gift, package). It may have limited warranty, exchange, or return conditions, always respecting the provisions of the LFPC.

• Minimum Warranty for Promotions

Even if the product is on promotion, the law requires AURIUM to guarantee its quality. Manufacturing defects must always be covered by warranty, even if purchased at a discount.

• Exclusion due to promotion

A condition whereby an item purchased on special promotion cannot be returned or exchanged, unless it has a proven manufacturing defect.

Jewelry that comes into direct contact with the skin and, for hygiene and safety reasons, cannot be exchanged or returned.

• Rubber Bracelets

These are bracelets made of rubber (gum) or similar materials, which have direct and constant contact with the skin. Because they absorb sweat, odors, and moisture, they are considered personal and hygienic items, and therefore cannot be exchanged or returned.

• Piercings

Body jewelry designed to be placed in body piercings (nose, eyebrow, navel, lips, etc.). For reasons of hygiene, health, and safety, once sold, they cannot be returned or exchanged, as they involve a risk of spreading infections or diseases if handled or resold.

• c. Stud Earrings

These are small earrings, typically used for a baby's first piercing or as discreet earrings. As they are placed directly into a pierced ear, they are considered personal hygiene items and therefore cannot be exchanged or returned.

Moment when the customer receives the jewelry. It should be visually inspected at that moment to confirm that it is in correct condition.

Request that the customer can make to AURIUM when a manufacturing defect is detected. It must be made within 90 calendar days of delivery.

Money-back guarantee. At AURIUM, this only applies to online purchases when:

• There is a manufacturing defect.
• The product does not match what was offered (Art. 92 LFPC).

Amount the customer paid when purchasing the jewelry. This value is honored in exchanges even if the price of gold has gone up or down.

a. Legal and Regulatory Basis

• Reference to applicable articles of the Federal Consumer Protection Law (e.g., arts. 77, 82, or 92).
• Reference to AURIUM's internal policies (e.g., warranty exclusions or expired terms).
  

b. Resolution

• Clear explanation of why the request was rejected.
• Example: “It was determined that the piece shows natural wear and tear from use, which is not considered a manufacturing defect according to AURIUM's warranty policy.”
  

c. Conclusion

• Final statement: rejection of the request.
• Or, if another alternative is appropriate, offer the option (e.g., repair with cost).
  

d. Signature and Seal

• Name and position of the responsible person (Customer Service).
• Official signature and seal of AURIUM.