Refund policy

Refund & Returns Policy

1. Bespoke & Made to Order Items

As the majority of our products are handcrafted and made to your individual specification, they are exempt from the standard 14-day right of withdrawal under the UK Consumer Contracts Regulations 2013. This exemption applies to goods that are made to your specification or clearly personalised.

We are therefore unable to accept returns or offer refunds on bespoke or made-to-order items unless they are faulty or damaged upon receipt.

2. Faulty or Damaged Items

Items must be inspected upon delivery and any issues reported within 30 days of receipt. We offer a 6-month repair or replacement window from the date of receipt for manufacturing defects.

Please note that under the Consumer Rights Act 2015, you have a statutory right to reject faulty goods within 30 days of receipt for a full refund. This policy is designed to reflect that right.

If the damage is deemed to be a manufacturing fault, we will cover the cost of return postage. If the damage is accidental, return postage costs are the responsibility of the customer.

3. Returns Process

All returns must be agreed with us in advance. Please contact us before sending any item back. Items returned without prior arrangement may be held until any additional costs are settled. We cannot accept responsibility for items lost or damaged in return transit.

4. Sizing

Refunds are not given for rings or other items ordered in the incorrect size. Customers are responsible for providing the correct measurements at the time of ordering. We strongly recommend using a professional ring sizer before placing your order.

5. Inclusions

The initial cost of posting inclusions (ashes, hair, etc.) to us is non-refundable. Any unused inclusions will be returned to you upon completion of your order.

6. Cancellations

As items are made to order, cancellations may not be possible once production has begun. Please contact us as soon as possible if you need to cancel your order. Any inclusions already received will be returned to you where possible at your own cost.

7. Refund Processing

Where a refund is approved, it will be processed to your original payment method within 14 days of us receiving the returned item and confirming its condition. 

8. Right of Withdrawal

For any non-personalised, non-bespoke items, you retain the right to cancel your order within 14 days of receipt under the UK Consumer Contracts Regulations 2013. Please contact us within this period to arrange a return. Return postage costs for non-faulty items are the responsibility of the customer.

For full details, please also refer to our Terms and Conditions.