Refund policy

RETURNS & REFUNDS

We hope you love your Shinar Jewels jewellery. However, we understand that sometimes you may change your mind.

This policy applies to purchases made directly from Shinar Jewels. Nothing in this policy affects your statutory consumer rights.

CHANGE OF MIND RETURNS

If you change your mind about an eligible item purchased online, please contact us at clients@shinarjewels.com within 14 days of receiving your order to tell us that you wish to cancel.

Once you have notified us, you then have a further 14 days to return the item to us.

Returned jewellery should be unworn, undamaged and, where possible, returned with its original packaging.

You may examine your jewellery as you reasonably would when purchasing jewellery in a shop. However, where handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the jewellery has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

Unless the jewellery is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it to us.

We strongly recommend using a tracked and appropriately insured postal service, particularly for valuable jewellery. Please retain your proof of postage.

REFUNDS

We will process eligible refunds in accordance with your statutory rights.

Your refund will be made to your original payment method.

Where required, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive or express delivery service, we are not required to refund the additional amount above our standard delivery charge.

We aim to process refunds promptly and within the timescales required by law.

EARRINGS & PIERCED JEWELLERY

For hygiene reasons, we ask that earrings and other pierced jewellery are not worn if you are considering returning them.

Where you have a statutory right to cancel an online purchase, nothing in this policy restricts that right.

Earrings and pierced jewellery should only be handled to the extent reasonably necessary to examine them.

Where an item has been worn or handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.

This does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

PERSONALISED & BESPOKE JEWELLERY

Jewellery made to your individual specifications or personalised especially for you cannot normally be returned simply because you have changed your mind where the statutory cancellation exception applies.

This may include, for example, jewellery individually engraved or specifically created or altered according to your personal specifications.

Where an item is being made specifically to your individual requirements and the statutory change-of-mind cancellation right does not apply, we will make this clear before your order is placed.

This does not affect your statutory rights where jewellery is faulty, damaged or not as described.

SOLID 18CT GOLD & MADE-TO-ORDER JEWELLERY

Some pieces within our Solid 18ct Gold collection are individually produced after an order is placed.

Solid gold jewellery involves valuable precious metals, gemstones and specialist manufacturing. We therefore ask customers to contact us as soon as possible if they wish to change or cancel an order.

Where you have a statutory right to cancel an online order, nothing in this policy restricts that right.

Where an order falls outside a statutory cancellation right and production has already begun, Shinar Jewels may have incurred costs specifically in connection with your order, including precious metals, gemstones and specialist manufacturing.

In these circumstances, any amount retained following an agreed cancellation will be limited to reasonable losses and costs genuinely incurred as a direct result of that cancellation, taking into account the extent to which materials or the finished jewellery can reasonably be reused or resold.

Where a deduction is made, we will explain the basis of the deduction to you.

Jewellery that has been personalised or made to your individual specifications may be exempt from the statutory change-of-mind cancellation right. Where this applies, we will make this clear before you place your order.

Because of the value and specialist nature of our Solid 18ct Gold jewellery, we encourage customers to contact us before ordering if they have any questions about sizing, gemstones, specifications or production.

Nothing in this section affects your statutory rights in relation to jewellery that is faulty, damaged, incorrect or not as described.

FAULTY, DAMAGED OR INCORRECT JEWELLERY

We take great care over every piece of Shinar jewellery and are sorry if something is not as it should be.

If your jewellery arrives faulty, damaged, incorrect or not as described, please contact us at:

clients@shinarjewels.com

Please include your name, order number, details of the problem and, where helpful, photographs of the item.

We will arrange an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include a repair, replacement or refund.

Your statutory rights are not affected by this returns policy or by the Shinar Jewels Lifetime Tarnish Resistance Warranty.

LIFETIME TARNISH RESISTANCE WARRANTY

Shinar Jewels 18ct gold PVD plated stainless steel jewellery covered by our Lifetime Tarnish Resistance Warranty is warranted against tarnishing of the gold-coloured finish for the lifetime of the jewellery.

If you believe the finish of your jewellery has tarnished, please contact us at clients@shinarjewels.com with your order details and photographs of the jewellery so that we can assess it.

The Lifetime Tarnish Resistance Warranty relates specifically to tarnishing of the finish of our 18ct gold PVD plated stainless steel jewellery.

It does not constitute a lifetime guarantee against general wear, scratches, dents, breakage, accidental damage, loss, misuse or damage caused by improper care.

Where a claim is accepted, we will provide an appropriate remedy in accordance with the terms of the Lifetime Tarnish Resistance Warranty.

The Lifetime Tarnish Resistance Warranty is provided in addition to your statutory consumer rights and does not replace or restrict those rights.

PURCHASES FROM OUR STOCKISTS

If you purchased your Shinar Jewels jewellery from one of our museum, gallery or retail stockists, please contact the retailer from which you purchased it regarding a return or refund.

As your purchase was made with that retailer, returns should normally be handled directly by them and we cannot process a change-of-mind refund for an item that was not purchased directly from Shinar Jewels.

If you experience a problem with a Shinar Jewels piece purchased from one of our stockists, you are also very welcome to contact us and we will do our best to assist.

HOW TO START A RETURN

To request a return, please email: