Returns and Refunds Policy
We take great care and pride in everything we create, and customer satisfaction is hugely important to us. If there are any problems with an order, please contact us immediately so we can discuss how best to resolve the issue.
1. Right to Cancel and Return (Change of Mind)
Under UK Distance Selling regulations, you have the right to cancel your online purchase and return it for a refund or exchange within 14 days of receiving your order, provided the item is legally eligible for return.
To qualify for a refund or exchange under a standard "change of mind" return:
- The items must be returned in perfect, fully 'resaleable' condition (unworn and unaltered).
- Items must be returned in their original box and packaging.
- If the item is not returned in its original condition, you may be held responsible for any loss in its value.
2. Exceptions to Refunds and Returns
In accordance with UK consumer law, standard cancellation and return rights do not apply to the following types of goods (unless they arrive faulty, damaged, or fundamentally not as described):
- Made-to-Order, Bespoke, and Specially Altered Items: Any jewellery piece that is specifically created, altered, sized, or personalised for you upon request (as highlighted within the individual product description as "made-to-order" or bespoke) cannot be cancelled or returned once production has begun.
- Earrings: For strict hygiene reasons, earrings with non-removable ear wires or posts cannot be returned or exchanged.
Items clearly stated in the product description as "ready to despatch" qualify for standard 14-day return rights, provided they meet the conditions in Section 1.
3. Returns Procedure
If you wish to return an eligible item, please follow this procedure:
- Notify Us: Email us at lyn@lynhaslegravejewellery.co.uk to let us know you wish to return or exchange the item, so we know to expect your parcel and can process your request efficiently.
- Package Safely: Return the jewellery via mail in its original packaging.
- Shipping Costs & Transit Risk for Standard Returns: For standard returns (where you have changed your mind), you are responsible for paying the return postage costs. We strongly advise you to obtain proof of posting and use a secure, insured service like Royal Mail Special Delivery or Royal Mail Tracked. For change-of-mind returns, the risk of damage or loss in transit remains with the buyer until the parcel safely reaches us.
- Faulty or Damaged Items: If you are returning an item because it is faulty, damaged on arrival, or not as described, please contact us first. In these circumstances, we will cover the return postage costs and assume full responsibility for the item during transit.
4. Processing Refunds
- A refund will be issued as soon as the returned items are received and inspected.
- We will reimburse you using the same form of payment used for the initial purchase, unless expressly agreed otherwise.
- As outward shipping was included in your original purchase price, the full purchase amount will be returned to you (subject to the item arriving in its original, unworn condition).