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Refund Policy

Returns & Refund Policy

 

 

Effective Date: 31/03/2026.

Last Updated: 31/03/2026.

 

At Gold and Jewels Ltd, customer satisfaction is important to us. Due to the high value and delicate nature of fine jewellery, we operate a carefully controlled returns process designed to protect both our customers and our business from fraud and product tampering.

 

This policy complies with UK consumer law.

 

By placing an order, you agree to the terms below.

 

 

 

 

1. Your Right to Cancel (Online Orders)

 

 

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item.

 

You then have a further 14 days to return the item to us.

 

To exercise your right to cancel, contact us at:

 

Email: goldandjewels@icloud.com

 

We recommend contacting us before sending any return so we can guide you through the secure return process.

 

 

 

 

2. Strict Return Eligibility Requirements

 

 

To qualify for a refund, items must be returned in original, unused condition.

 

This means the item must be:

 

  • Unworn

  • Free from scratches or damage

  • Unaltered

  • Not resized or modified

  • Clean and free from perfumes or chemicals

  • Returned with original packaging

  • Returned with certificates and documentation

  • Returned with all tags attached

 

 

👉 Items showing signs of wear will not be accepted.

 

We reserve the right to reject returns that do not meet these standards.

 

 

 

 

3. Anti-Fraud Protection Measures

 

 

To protect against substitution fraud and gemstone swapping:

 

  • We may record serial numbers, hallmark details, weights, and identifying characteristics prior to dispatch.

  • Tamper-evident tags may be used on selected items.

  • High-value items may be photographed before shipment.

 

 

If a returned item does not match our records, we reserve the right to:

 

  • Refuse the refund

  • Report the matter to relevant authorities

  • Provide evidence to payment processors

 

 

Fraudulent activity will be taken seriously.

 

 

 

 

4. Return Shipping Requirements (Security Critical)

 

 

Customers are responsible for returning items safely.

 

You must:

 

✅ Use a tracked and fully insured delivery service

✅ Ensure the parcel is securely packaged

✅ Obtain proof of postage

 

We strongly recommend using a service appropriate for the item’s value.

 

⚠️ We are not responsible for items lost or damaged during return transit.

 

Returns that arrive damaged due to poor packaging may be rejected.

 

 

 

 

5. Non-Returnable Items

 

 

The following items are non-refundable unless faulty:

 

  • Custom-made or bespoke jewellery

  • Personalised or engraved items

  • Resized rings

  • Earrings (for hygiene reasons)

  • Items altered at your request

  • Special-order pieces

 

 

This does not affect your statutory rights if goods are faulty or misdescribed.

 

 

 

 

6. Inspection Process

 

 

All returned items undergo a professional inspection before refunds are approved.

 

We reserve the right to:

 

  • Take up to 5–10 business days to inspect returns

  • Obtain third-party verification where necessary

  • Refuse returns showing evidence of use

 

 

This process protects genuine customers by helping prevent fraud.

 

 

 

 

7. Refunds

 

 

Once approved, refunds will be issued within 14 days to the original payment method.

 

Shipping fees are typically non-refundable, unless:

 

  • The item is faulty

  • The item was misdescribed

  • We made a shipping error

 

 

 

Deductions for Diminished Value

 

 

We may reduce your refund if the item’s value has been diminished due to handling beyond what is necessary to establish its nature and characteristics.

 

Examples include:

 

  • Visible wear

  • Scratches

  • Bent settings

  • Missing packaging

 

 

 

 

 

8. Faulty or Misdescribed Goods

 

 

Under the Consumer Rights Act 2015, you are entitled to goods that are:

 

  • Of satisfactory quality

  • Fit for purpose

  • As described

 

 

If you believe your item is faulty:

 

📩 Contact us promptly at goldandjewels@icloud.co.uk

 

We may request:

 

  • Photographs

  • A description of the issue

  • Inspection of the item

 

 

Please do not attempt repairs, as this may void your eligibility for a refund.

 

 

 

 

9. Items Damaged After Delivery

 

 

Jewellery is delicate and must be handled with care.

 

We are not responsible for damage caused by:

 

  • Accidental impact

  • Improper storage

  • Exposure to chemicals

  • Water damage

  • General wear and tear

 

 

Such damage is not considered a manufacturing fault.

 

 

 

 

10. Late Returns

 

 

Returns sent outside the statutory cancellation window may be refused and returned to the sender.

 

Consistency helps us prevent returns abuse.

 

 

 

 

11. Excessive or Suspicious Returns

 

 

We reserve the right to monitor return patterns.

 

Where we reasonably believe a customer is abusing our returns policy, we may:

 

  • Refuse future returns

  • Decline future orders

  • Cancel accounts

 

 

This does not affect your statutory rights.

 

 

 

 

12. Chargebacks and Payment Disputes

 

 

Before initiating a chargeback, please contact us — most issues can be resolved quickly.

 

If a chargeback is filed, we reserve the right to submit evidence including:

 

  • Delivery confirmation

  • Signature records

  • Return inspection reports

  • Item identification data

  • Customer correspondence

 

 

Fraudulent chargebacks may be reported.

 

 

 

 

13. How to Start a Return

 

 

To begin a return, contact:

 

Gold and Jewels Ltd

📧 Email: goldandjewels@icloud.com

📞 Phone: 01949 748 194

📍 Address: 21 High Street, Chesham, HP5 1BG.

 

We will provide return instructions to help ensure the item reaches us safely.

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