Returns, cancellation and faults

Three situations, in one table

The cancellation window: 24 hours

Every order gets a cancellation window of 24 hours from the moment it is placed. Inside that window you can cancel any piece, engraved or not, for a full refund with no reason and no deduction. We do not start cutting until it closes.

You are told the exact deadline in four places:

• On the docket in the studio, before you add anything to the cart.
• On each line in your cart.
• On the confirmation page, as a live countdown.
• In your order email.

Cancel from the order page using your order reference and email address — one button, immediate, no conversation required. When the window closes the button disappears and the page tells you why.

If your piece needs a hallmarking submission, the window still runs from the order, not from the submission.

1. Unengraved blanks keep the full 14-day right

If you order a blank with no engraving and no personalisation, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive it to change your mind, for any reason or none.

• Tell us within 14 days of delivery. The form below is enough; so is an email.
• Send the piece back within 14 days of telling us, unworn and in a condition we can resell.
• Return postage is yours unless the piece is faulty. Use a tracked service — the piece is your responsibility until it reaches us.
• We refund the price and the standard outbound delivery charge within 14 days of receiving it back.

If a returned blank comes back visibly worn or damaged we may reduce the refund to reflect the loss of value, which is what the regulations allow. We will tell you the amount and why before we do it.

2. Personalised pieces fall outside the 14-day right

Once a piece is engraved with your content, or made to a specification you have set, it falls under regulation 28(1)(b): the cancellation right does not apply to goods made to the consumer's specifications or clearly personalised. A ring with your date inside it cannot be sold to anyone else, and the law recognises that.

We tell you this three times before you can pay, deliberately: in the studio when you reach the content step, on the cart line, and as a separate tick box at checkout that you have to set yourself. The tick is checked again on our server before the order is accepted, so it cannot be skipped.

What that exception does not take away:

• Your 24-hour cancellation window — a courtesy we set ourselves, with a live countdown.
• Every right in section 3 below. Personalisation does not excuse a fault.
• Your right to a full refund if we reject your artwork at review, however long that takes.

3. Faults, mis-cuts and our mistakes are always put right

Under the Consumer Rights Act 2015, what we sell must be of satisfactory quality, fit for purpose and as described. This applies to a personalised piece exactly as it applies to a blank one. If any of the following happens, it is ours to fix:

• The engraving is not what you specified — a wrong letter, a wrong date, a wrong name.
• The engraving is poorly executed — uneven depth, broken strokes, a slipped cut, a mark outside the layout we showed you.
• The piece is the wrong specification — wrong size, wrong metal, wrong face, wrong method.
• The piece is faulty — a failed solder joint, a hinge that does not close, a clasp that fails, a hollow that cracks.
• You were sent the wrong item, or an item that does not match its description here.

Within 30 days of delivery you can reject it and have your money back in full. After 30 days we will repair or remake it; if that is not possible or does not resolve it, you get a refund, which may be reduced to reflect use after the first six months. We pay the postage both ways on a faulty piece.

Two notes on honesty rather than law. A surface method growing fainter over years of wear is not a fault — we tell you that on the methods page before you choose it, and we will not pretend otherwise afterwards. And if you approved a layout in the studio and later wish you had chosen different words, that is not a fault either — though ask us anyway, because on some blanks a re-cut is possible.

How to cancel or return

1. Within the cancellation window — use the order page. Instant, full refund.
2. An unengraved blank, within 14 days of delivery — email support@privatejewelleruk.shop with your order reference, or use the form below. We reply with the return address.
3. Anything faulty or wrong — email us with your order reference and a photograph if you can. We arrange collection or send a prepaid label.

Our postal address for all cancellations and returns is PRIVATE JEWELLER LIMITED, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Please do not send a piece back without telling us first — we want to know it is coming.

Model cancellation form

You do not have to use this form. Any clear statement that you are cancelling is enough, and an email is fine.

Refunds

• Refunds go back to the card or account the payment came from. We cannot send them elsewhere.
• Cancellations inside the window are refunded within two working days of you cancelling.
• Returned blanks are refunded within 14 days of the piece reaching us, usually much sooner.
• A refund includes the standard outbound delivery charge (£6.50 in the UK). If you paid for a faster service, we refund the standard rate.
• Where an assay office submission has already happened on a cancelled piece we still refund it in full, including the submission fee. That cost is ours, not yours.

Rejected artwork is always refundable

If our review turns your upload down — a trade mark, a crest, another person's likeness, or an image too soft to trace — you can send something else or ask for a refund of that piece in full. This holds however long the review takes and whether or not the cancellation window has closed. See what we can and cannot cut.

What is not covered

• Normal wear: surface scratches from daily life, the patina silver develops, and the gradual fading of a laser or diamond drag mark that we described before you ordered.
• Damage from an accident, misuse, or an alteration by another workshop.
• A ring that no longer fits because your finger has changed. Ask us about resizing instead — on plain bands it is usually straightforward, though it may affect an inside inscription and we will say so first.
• A piece lost in the post on the way back to us when it was not sent tracked.

None of this affects your statutory rights. If you think we have this wrong in your case, write to support@privatejewelleruk.shop and a person will read it. You can also take a dispute to your local Citizens Advice or to Trading Standards.