Terms of Sale
We understand that sometimes you may not be 100% happy with your purchase, in some circumstances you can return your jewellery or giftware for a partial or full refund, see below.
Standard Stock Products
Products that are not personalised or customised in any way, can be returned to us by prior arrangement, we will not refund any postage costs associated with the original purchase, and will only refund the actually product price, for example:
Product Price £44.99, Postage £3.00, we would only refund £44.99, as the postage cost was a cost we incurred payable to a third party to deliver the item.
In the same respect any item that was purchased with a free post option, we will deduct £3 from the refund to cover the cost of outbound postage, for example:
Product Price £109.99 Postage Free, we would refund £106.99, upon return of the item.
You are also responsible for ensuring safe delivery of any item back to ourselves via a signed for service, we will not refund any postage or courier charges associated with returning an item back to ourselves.
We are unable to accept any earrings or body jewellery by return, this is due to health and safety.
Products that have been personalised, or altered in any way to your specification, this includes resizing, removal of original features, or addition of extra features will not be considered for refund under any circumstances, unless upon receiving the item a fault is present within a 14 day period, if this is the case you will be eligible to return the item for a refund or replacement, you may return the item using whatever method you see fit, however we will only refund return postage costs up to the value of First Class Signed For (we will not refund Courier or Special Delivery Costs under any circumstances unless previously agreed with ourselves in writing). After this 14 day period we will only repair or replace the item. If for some reason we are unable to repair or replace the item, an alternative may be offered, and if the alternative is NOT suitable, only at this time will we offer a full refund.
The only alternative to the above statement is when we may offer to buy the product back from you in the form of a partial refund for the spot price of the metal on the day, this will be worked out by calculating the weight of the product in grams, and multiplying this against the spot price of the particular metal, for example:
24.2 grams of 925 sterling silver
(37p x 0.925) x 24.2 = £8.28 (calculation based on 20/05/2014 price).
All of our products are guaranteed for 12 months from the date of dispatch, however the following items will only be guaranteed for 14 days from the date of dispatch, this includes necklace chains, all moving parts, including but limited to: locket hinges, and internal photo frames, brooch pins, expandable bangle parts, stones set within products, torque style bangles or one size rings including toe rings or any product that a customer could alter the size of the product by opening or closing to ensure fit, if Personalised Jewellery Ltd determines that the damage was due to normal wear-and-tear, we will repair the product but only at cost. We cannot be held responsible for work carried out by yourself or a third-party.
We will also not be held responsible for scratching, tarnishing, denting, chipping, or damage caused to any product. Tarnish is something that happens mainly in the summer months and as a natural process that can happen we cannot refund on tarnished items but we can advise how to clean it up and advise how to make your jewellery stay at it's best.
Products containing natural stones, shell and material, ie: Mother of Pearl, Onyx, or any other substance created by nature cannot be returned if personalised, because of differing patterns, colours, formations etc.
Sizes and Weights
All sizes and weights are given as a guide only, and you should always allow for a tolerance of +/- 10%, this is due to the hand made nature and finishing of items, if you require an exact size or weight for an item please contact us prior to purchase.
Although very rare return fraud is something that is becoming more and more apparent, this is where a customer purposely damages an item in order to ensure return of the product, without incurring any costs, each item we send is checked and double checked before leaving our premises, and if for any reason we believe that return fraud has been committed we will pursue this matter through legal channels including the police and all powers at our disposal, and this will become a criminal damage matter, and if taken to court you may incur court costs, legal fees, and may get a criminal record.
Orders where you have paid next day delivery, or named day delivery, will be sent using a suitable courier or postal service, if we fail to dispatch those items on time, we will offer to refund the difference of the postage price paid between the chosen service and standard delivery charge, or a complete order refund. If the courier or postal operator has caused the delay, we will not be able to refund the postage cost, as we are not at fault, however we will offer a credit on your account for the difference between the original postage cost, and the cheapest alternative postage method available, the credit will be in the form of a voucher that can be used against a future purchase.
We will do our utmost to ensure delivery as quickly as possible by working with you and the courier, we will not consider a return of personalised products due to late delivery by the courier.
We reserve the right to change delivery services to a more suitable service on any order if needed.
Due to the value of some of our products we do carry out security checks for all purchases during the checkout stage.
Our security checks are carried out for the following:-
Detecting and preventing fraud
If we are unable to verify your identity in time for next day delivery items, we reserve the right to move next day delivery forward until all checks are completed.