Legal

Broken Hearts (hereinafter "Broken Hearts") sells handcrafted jewelry in 925 silver and other fine materials, handmade in Italy with exclusive designs.

In order to meet the expectations of its clientele, Broken Hearts has developed a distance selling network through its website www.brokenhearts.co (hereinafter the "Site").

The use of the Site and the purchase of products are reserved exclusively for consumers acting for purposes unrelated to any commercial, business or professional activity they may carry out.

These General Terms and Conditions of Sale apply to all purchases made through the Site and form an integral part of each order.

Placing an order implies acknowledgment and full acceptance of these Terms. Any derogations or special conditions shall only be valid if agreed in writing with Broken Hearts.

Broken Hearts reserves the right to modify these Terms at any time. Modifications shall be effective from the date of publication on the Site and will apply to orders placed thereafter.

Broken Hearts jewelry is entirely handmade in Italy with high quality materials, mainly 925 silver.

Made to Order Production

All our products are made to order. We do not maintain stock: each piece is specially created for the customer after order and payment confirmation.

Production times are on average 4-10 working days, depending on the complexity of the jewelry ordered.

Customizations

We offer customization services upon request (engravings, special sizes, design modifications). To request customizations, please contact our customer service at support@brokenhearts.co before placing your order.

Artisanal Characteristics

As handcrafted products made by hand, slight variations from the images on the Site are possible and represent a distinctive characteristic of manual craftsmanship, not a defect. Such variations make each piece unique.

Purchase Procedure

The order is completed through the following steps: product selection, adding to cart, entering shipping and billing details, choosing payment method, confirmation and payment.

The contract is considered concluded when the Customer receives the order confirmation email containing the complete summary and order identification number.

Cancellation and Modifications

Due to the made to order nature of our products, order cancellation can be requested within 1 working day of confirmation by contacting support@brokenhearts.co. Each request will be evaluated individually based on production status.

Shipping address changes can be requested before dispatch. Size or product changes are generally not possible once the order is confirmed, as production begins immediately.

Order Refusal

Broken Hearts reserves the right to refuse orders in case of:

• Incomplete, incorrect or unverifiable Customer data
• Suspected fraudulent activity
• Previous unpaid orders or unresolved disputes
• Unusual orders in terms of quantity or frequency

In case of order refusal, any amounts already paid will be fully refunded.

Prices

All prices displayed on the Site are expressed in Euros and include VAT according to current Italian regulations. Shipping costs are calculated and displayed at checkout based on destination.

For orders outside the EU, any customs duties, import taxes and administrative charges are the sole responsibility of the Customer and will be requested by local authorities upon delivery.

Accepted Payment Methods

• Credit/debit cards — Visa, Mastercard, American Express via Shopify Payments
• Digital wallets — Apple Pay, Google Pay, Shop Pay
• Klarna — Installment payment (subject to approval)
• Bank transfer — Details provided after order; production starts upon actual receipt
• Cryptocurrency — USDC

Security

All transactions are protected by SSL/TLS encryption and processed through PCI DSS certified gateways. Broken Hearts does not store or have access to Customers' payment card data.

Processing Times

Orders are processed for shipping the business day after production completion. For orders received by 4:00 PM, shipping occurs the same day as completion; otherwise the next business day.

Production times are 4-10 working days, plus carrier delivery times.

Delivery in Italy

Shipping within Italy is via express courier and takes approximately 2 working days from dispatch.

Carriers

We primarily use UPS, and occasionally BRT, DHL or Poste Italiane depending on destination. All shipments are trackable and insured.

International Shipping

We ship to Italy and internationally. Shipping costs vary by destination country and are calculated automatically at checkout. International delivery times range from 3 to 10 working days.

Delivery and Risk

Risk of loss or damage passes to the Customer upon delivery. Any anomalies, visible damage to the package or discrepancies must be reported within 48 hours of receipt to support@brokenhearts.co with photographic documentation.

Made to Order Products Policy

Broken Hearts products are made to order specifically for each customer. For this reason, pursuant to art. 59, paragraph 1, letter c) of the Consumer Code, there is no right of withdrawal for the following items:

• Rings — products made to specific measurements
• Earrings — for hygiene reasons
• Any personalized or custom-made product upon specific customer request

For necklaces, pendants, bracelets and other made to order items, we do not accept returns for "I don't like it" or simple change of mind, given the personalized nature of made to order production.

Defects and Non-Conformity

In case of manufacturing defects or evident discrepancies from the order, the Customer must report the issue within 48 hours of receipt to support@brokenhearts.co, attaching detailed photographic documentation of the defect.

Following the report, Broken Hearts reserves the right to:

• Offer free collection of the defective product
• Repair the piece at our artisan workshop
• Create a new replacement piece
• Issue a full or partial refund

Size Exchange

Size exchange service is available, but return shipping costs are always and entirely at the customer's expense.

We offer free resizing (artisan work) for rings within 14 days of delivery. Resizing includes both making the ring smaller or larger, with the work carried out at our expense at our Italian artisan workshop.

Important - Shipping costs: Return shipping for any size exchange or resizing is always at the buyer's expense. Broken Hearts never pays for return shipping, under any circumstances, except for:

• Confirmed manufacturing defects
• Non-conformity with the order
• Errors made by Broken Hearts

Extraordinary Cases and Goodwill

We reserve the right to evaluate extraordinary return requests outside the above conditions on a case-by-case basis. In such exceptional cases:

• Return shipping will always be at the buyer's expense
• Broken Hearts may at its discretion issue a goodwill voucher (store credit) to reduce the financial impact on the customer

Important: The goodwill voucher:

• Is not automatic or guaranteed
• Does not constitute a customer right
• Is not convertible to cash
• Is issued at Broken Hearts' sole discretion

All Broken Hearts products are covered by the legal conformity guarantee of 24 months pursuant to articles 128-135 of the Consumer Code.

Warranty Coverage

The warranty covers conformity defects existing at the time of delivery:

• Manufacturing or material defects
• Non-conformity with the description on the Site
• Lack of promised or reasonably expected qualities

Warranty Exclusions

The warranty does not cover:

• Damage from improper use, negligence or carelessness
• Accidental impacts, scratches, deformations or breakage
• Exposure to aggressive chemical agents (perfumes, detergents, chlorine)
• Normal wear and tear from daily use
• Damage from incorrect or lacking maintenance
• Natural silver oxidation (normal and reversible phenomenon)

Warranty Activation

To activate the warranty, contact support@brokenhearts.co attaching: proof of purchase (order confirmation or invoice), detailed photos of the defect, and description of the problem.

All content on the Site — including trademarks, logos, jewelry designs, photographs, texts, graphics and code — is the exclusive property of Broken Hearts or their respective owners and is protected by Italian and international intellectual and industrial property laws.

Any reproduction, distribution, modification, publication or commercial use of the content without prior written consent from Broken Hearts is prohibited.

The purchase of a product confers only the right of ownership of the physical item purchased, not the design, reproduction or intellectual property rights associated with it.

Broken Hearts is committed to providing excellent products and services. However, to the extent permitted by applicable law:

• We are not liable for indirect, incidental or consequential damages
• We are not responsible for delays due to force majeure
• We are not liable for improper use of products by the Customer

In any case, Broken Hearts' total liability for any claim is limited to the price actually paid by the Customer for the specific product subject to the claim.

No limitation applies in case of willful misconduct or gross negligence by Broken Hearts, or for personal injury resulting from defective products under applicable law.

Broken Hearts shall not be liable for failures or delays due to circumstances beyond its reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, fires)
• Pandemics or health emergencies
• Strikes, lockouts or labor disputes
• Wars, terrorism or civil unrest
• Power, telecommunications or transportation interruptions
• Acts or measures by public authorities

In such circumstances, Broken Hearts undertakes to promptly inform affected customers and resume performance as soon as reasonably possible.

These General Terms and Conditions of Sale and all relationships between Broken Hearts and the Customer are governed exclusively by Italian law.

For Consumers

The court of the consumer's place of residence or domicile has jurisdiction, pursuant to the Consumer Code. The consumer also benefits from all mandatory protections provided by the regulations of their country of residence.

For Professionals

The Court of Naples has exclusive jurisdiction.

For any questions, information requests or assistance regarding these Terms or our products and services:

Email: support@brokenhearts.co

Support hours: Monday — Friday, 9:00 AM — 6:00 PM CET

We aim to respond to all inquiries within 24 business hours.