Refund and Returns Policy

1. Our Commitment to You

At SF Jewellers, we want you to be completely satisfied with your purchase. We understand that sometimes jewellery may not be exactly what you expected. This Return & Refund Policy outlines your rights and our procedures for returns, exchanges, and refunds.

We offer a hassle-free 30-day return window on most items, ensuring you can shop with confidence.

2. Return Window & Timeline

2.1 30-Day Return Period

You have 30 calendar days from the date of delivery to return products for:

• A full refund
• An exchange for a different product
• Store credit

2.2 How We Count the Days

• Day 1: The date the product arrives at your address
• Day 30: The last day you can initiate a return
• Contact us by the 30th day; physical return is not required by this date

2.3 Out-of-Window Returns

If you miss the 30-day window:

• Returns are not eligible for refund
• We may offer store credit at our discretion (typically 50% of purchase price)
• Contact us to discuss options

3. Returnable Products

3.1 Which Items Can Be Returned?

The following items are eligible for return if they meet all conditions:

• Rings (excluding personalized/engraved)
• Necklaces and pendants
• Bracelets and bangles
• Brooches and pins
• Watches (unworn)
• Cufflinks
• Anklets
• Body chains
• Fashion/costume jewellery
• Luxury watches (from authorized retailers)

3.2 Return Conditions

Products must meet ALL of the following conditions:

✓ Unused and unworn – In original, like-new condition
✓ Original packaging – In original box, pouch, or protective case
✓ Complete set – All original tags, certificates, documentation included
✓ No damage – No scratches, dents, or signs of wear
✓ No alterations – Ring size not altered, clasps not replaced
✓ Hygiene intact – For certain items, hygiene standards met
✓ Within 30 days – Request initiated within 30 days of delivery
✓ Trackable shipment – Returned via tracked courier service

3.3 Acceptable Condition Examples

4. Non-Returnable Items

4.1 Items That Cannot Be Returned

The following items are non-returnable and cannot be refunded or exchanged:

4.1.1 Personalized & Custom Items

• Engraved items (initials, dates, names, messages)
• Monogrammed jewellery
• Custom-designed pieces (made to your specifications)
• Made-to-order items
• Bespoke jewellery (one-of-a-kind creations)
• Items with personal inscriptions

4.1.2 Earrings & Body Jewellery

• Pierced earrings (due to health and hygiene regulations, earring posts cannot be reused once sterile sealing is broken)
• Body piercings (belly rings, nose rings, etc.)
• Ear stretchers and gauges (once opened for hygienic reasons)
• Clip-on earrings (once worn, cannot be worn by another person)

Exception: We will exchange earrings for a different size within 14 days if still sealed and unopened.

4.1.3 Clearance & Sale Items

• Final sale items (marked as “Non-Returnable” or “Final Sale”)
• Clearance section products
• Discontinued items
• Markedly reduced items (unless defective)

4.1.4 Damaged or Worn Items

• Visibly damaged items (scratches, dents, breakage)
• Pre-owned or vintage items (sold “as-is” condition)
• Items showing wear (microscopic to visible)
• Items with missing components (missing stones, broken clasps, etc.)
• Items damaged by misuse (dropped, bent, dented intentionally)

4.1.5 Other Non-Returnable Items

• Gift cards (non-refundable, cannot be exchanged)
• Gift certificates
• Discounted or promotional items (at our discretion)
• Items purchased on final clearance
• Items outside the return period (beyond 30 days)

4.2 Why Are Earrings Non-Returnable?

Earrings are non-returnable for important reasons:

• Health and safety: Once sterile packaging is opened, earring posts lose their sterile status
• Hygiene regulations: Pierced earrings cannot be resold due to hygiene standards
• Risk of infection: Reusing pierced earring posts poses health risks to other customers
• Regulatory compliance: UK and EU hygiene regulations prohibit resale

5. Return Process – Step by Step

5.1 Step 1: Get Return Authorization (RA)

Before you ship anything back, get authorization:

Contact us:

• Email: returns@sfjewellers.co.uk
• Alternative email: contact@sfjewellers.co.uk
• Phone: [Your contact number]
• Contact form: [Link on website]

In your email, include:

• Your order number
• Reason for return (changed mind, doesn’t fit, doesn’t match description, etc.)
• Item name and product code
• Your contact information

We will respond within:

• 2 business days with your Return Authorization Number (RAN)
• Prepaid shipping label
• Return instructions

5.2 Step 2: Prepare Your Return

Pack the item properly:

• Use original packaging if possible (original box, pouch, protective case)
• Use proper cushioning (bubble wrap, tissue paper, foam padding)
• Include all components (tags, certificates, documentation, boxes, pouches, care cards)
• Wrap delicate items individually to prevent damage
• Use a sturdy box for shipping
• Do not use damaged packaging (must be reusable)

What to include:

• ✓ Original product (in returnable condition)
• ✓ Original packaging and box
• ✓ Original tags (do not remove)
• ✓ Original documentation and certificates
• ✓ Care cards and instruction booklets
• ✓ Original receipt or order confirmation (optional but helpful)
• Do not include your Return Authorization Number on the outside

What NOT to include:

• ✗ Your Return Authorization Number on outside (for security)
• ✗ Personal items or extra materials
• ✗ Damaged or altered packaging
• ✗ Items from different orders (return separately)

5.3 Step 3: Get Your Return Label

Your prepaid return label is provided:

• Email: Sent in your Return Authorization email
• Print it out and affix to your return package
• Use the provided label (don’t use your own postage)
• Keep the tracking number from your label

Courier service:

• Royal Mail Special Delivery
• DPD
• FedEx
• Parcelforce
• Other services may apply at your cost

5.4 Step 4: Ship Your Return

Ship the package:

• Use tracked courier service only (we recommend Royal Mail Special Delivery)
• Include your Return Authorization Number (RAN) inside the package (not on outside)
• Do not use standard mail (Royal Mail 1st/2nd class)
• Keep your tracking number for your records

Secure packaging:

• Insurance available (optional, recommended for high-value items)
• Track your package online
• Request signature confirmation (optional)

Ship to:

Return Address:
[SF Jewellers Return Department]
[Return Address – TBD]
United Kingdom

Exact return address provided in your Return Authorization email

Timeframe:

• Ship within 14 days of your Return Authorization
• Returns sent after 14 days may not be accepted

5.5 Step 5: Return Inspection

Once we receive your return:

Inspection timeline: 5 business days from receipt

We verify:

• Item condition matches returnability standards
• Packaging is in acceptable condition
• Documentation is complete
• Item matches your order
• Serial numbers, where applicable
• Photos for high-value items

We check for:

• Signs of wear (scratch, polish wear, size marks)
• Missing components (stones, clasps, etc.)
• Damage or alterations
• Non-returnable item categories

5.6 Step 6: Refund Processing

After inspection is approved:

Refund is issued to:

• Your original payment method
• Within 5-7 business days of approval
• Bank processing may add 3-5 additional business days
• Total timeline: 10-14 business days from receipt

Refund email:

• You’ll receive confirmation when refund is issued
• Reference number provided for your records
• Check with your bank if not visible within 7 days

6. Refund Amounts & Deductions

6.1 Full Refund Scenarios

You receive 100% of your purchase price if:

• Item is returned unused, unworn, in original packaging
• Item is returned within 30 days
• Item is not personalized or engraved
• Return is due to our error (wrong item, defect, not as described)

6.2 Deductions & Reduced Refunds

Refunds may be reduced if:

6.3 Exceptional Cases

We may use discretion to:

• Offer full refund if item has minor imperfections we don’t mention
• Offer exchange instead of refund
• Offer store credit at increased value (110-125%)
• Reject returns that appear fraudulent

7. Return Shipping & Costs

7.1 Free Returns (UK)

We provide free prepaid return labels for:

• Items returned within 30 days
• Returns to UK addresses
• Standard return shipping

Prepaid shipping includes:

• Tracked courier service
• Standard delivery timeframe (3-5 business days)

7.2 Paid Returns

You pay for return shipping if:

• Return is initiated after 30 days
• International return (outside UK)
• Expedited/express return requested
• Return is due to customer change of mind (for some items)

Estimated costs:

• International: £25-100+ depending on destination
• Express return: £15-30 additional
• Insurance: £5-15 depending on value

7.3 Return Shipping Responsibility

• We pay: Standard UK return shipping (prepaid label provided)
• You pay: Any additional shipping costs not covered by prepaid label
• You’re responsible: For safe packaging and shipment
• Tracking: Keep all tracking numbers until refund is confirmed

7.4 Lost Returns

If your return package is lost in transit:

• You are responsible if not sent with tracking
• We recommend Royal Mail Special Delivery or tracked service
• Keep tracking number and receipt
• If lost, provide tracking proof and we may investigate
• Reship at your cost, or we’ll offer alternative resolution

8. Exchanges Instead of Refunds

8.1 Exchange Option

Instead of requesting a refund, you can exchange your item for:

• Different size (of the same product – e.g., different ring size)
• Different colour or finish (of the same design)
• Different product (of equal or higher value)
• Similar item (recommended style, etc.)

8.2 Exchange Process

Step 1: Contact us with exchange request

• Email: returns@sfjewellers.co.uk
• Specify item(s) you want to exchange for

Step 2: Return the original item

• Follow standard return process (see Return Process above)
• Include Return Authorization Number in package

Step 3: We verify and ship replacement

• Inspect received item
• Once approved, dispatch replacement within 3-5 business days
• You’ll receive shipping notification

Step 4: Receive your replacement

• Standard delivery (3-5 business days)
• We cover shipping cost

8.3 Upgrade Exchange

Exchanging for higher-value item:

• You pay the price difference
• Pay via secure link or card over phone
• Replacement ships once we receive payment

Example:

• Original item cost: £150
• Desired replacement cost: £200
• You pay: £50 additional

8.4 Downgrade Exchange

Exchanging for lower-value item:

• We refund the difference to your original payment method
• Replacement ships with prepaid return label
• Return original within 14 days
• Refund processed after we receive original

9. Store Credit Option

9.1 Store Credit Alternative

Instead of a refund or exchange, we offer attractive store credit:

25% Bonus Option:

• Receive 125% of the purchase price as store credit
• Use for any product on our Website
• Applies to all returnable items
• No expiration date
• No restrictions on product selection

Example:

• Purchase price: £100
• Refund: £100
• Or store credit: £125 (25% bonus!)

9.2 How to Use Store Credit

• Create account: Store credit automatically added to account
• Apply to purchase: During checkout, store credit is applied
• Combine methods: Mix store credit with other payment methods
• No expiration: Store credit never expires
• Non-transferable: Cannot be transferred to another person

9.3 Store Credit Terms

• Cannot be converted back to cash or refund
• Can be used for any product on our Website
• Can be combined with other payment methods
• Remains in account indefinitely
• Non-transferable to other accounts

10. Defective or Damaged Items

10.1 Items Damaged in Shipping

If your item arrives damaged or defective:

Report within 7 days:

• Email: returns@sfjewellers.co.uk or contact@sfjewellers.co.uk
• Include order number
• Provide photos showing damage
• Describe the damage in detail

We will:

• Review your case within 2 business days
• Verify damage wasn’t caused by you
• Offer repair, replacement, or refund
• Cover return shipping for verified defects

10.2 Manufacturing Defects

If your item has a manufacturing defect (within warranty):

• Clasp not secure or broken
• Stone loose or falling out
• Sizing issues
• Metal tarnishing or discoloration
• Workmanship defects

We will:

• Offer professional repair (free)
• Replace the item (if unrepairable)
• Issue full refund (if you prefer)
• Provide 1-2 year warranty on repairs

10.3 Wear & Tear vs. Defects

Normal wear & tear (not covered):

• Minor scratches from normal use
• Polish fading over time
• Normal patina development
• Slight discoloration from contact
• Expected changes with age

Manufacturing defects (covered):

• Major structural damage
• Stone set incorrectly
• Clasp failure on new item
• Severe discoloration from manufacturing
• Visible defects from factory

11. Return Fraud Prevention

11.1 Our Fraud Prevention Measures

We take fraud seriously and use multiple verification methods:

• Photography: We photograph items before shipping
• Serial numbers: We record unique identifiers where applicable
• Return authorization: All returns must have RA numbers
• Condition inspection: Thorough evaluation of return condition
• Pattern monitoring: We track return patterns by customer
• Collaboration: We work with payment processors to prevent fraud

11.2 Fraudulent Return Consequences

We reserve the right to:

• Reject fraudulent returns without refund
• Report to authorities: Including law enforcement and payment processors
• Pursue legal action: For significant fraud cases
• Ban accounts: Permanently suspend accounts for confirmed fraud
• Chargeback disputes: Defend against fraudulent chargebacks

11.3 Examples of Suspected Fraud

• Returning different item than purchased
• Returning used item as unused
• Tampering with serial numbers or packaging
• Multiple returns of same item
• Pattern of high-value returns
• Return with obvious counterfeit or fake item

12. International Returns

12.1 UK Returns

Free returns within the UK:

• Prepaid return label provided
• Standard delivery (3-5 business days)
• Tracked courier service
• Full refund of import duties (if any)

12.2 International Returns (Outside UK)

Returns to international addresses:

• You pay return shipping: Costs vary by country (typically £25-100+)
• Customs clearance: You handle export customs forms
• Longer processing: Add 2-4 weeks for international transit
• Additional duties: May apply on international return
• Risk: We recommend shipping insurance

Return to:

• International return address provided in Return Authorization email
• Customs form required (included in RA email)
• Track your package carefully

12.3 Customs & Duties

• You may incur customs or VAT charges when returning internationally
• We cannot refund customs fees paid by you
• Consider costs when deciding to return internationally
• International returns take 3-6 weeks total

13. Special Circumstances

13.1 Defective Subscription Items

If you subscribed to receive items periodically:

• Return policy applies to each shipment
• Each item has its own 30-day return window
• Contact us to pause or cancel subscription anytime

13.2 Gift Items

Items purchased as gifts:

• Recipient can return within 30 days of gift purchase (not receipt date)
• Return by original purchaser or gift recipient
• Proof of purchase required
• Refund to original payment method

Gift receipt option:

• Include gift receipt with special handling
• Recipient can return without revealing price
• Choose “gift option” at checkout

13.3 Wedding Registry / Special Orders

• Non-returnable (special order items)
• Custom registry items may not be returnable
• Contact for specific inquiry

14. Complaints & Disputes

14.1 If You’re Unhappy

Step 1: Contact us immediately

• Email: complaints@sfjewellers.co.uk
• Phone: [Contact number]
• Describe the issue

Step 2: We investigate

• Response within 10 business days
• We may request additional information
• We’ll propose a resolution

Step 3: Escalation options

• Mediation available if unresolved
• Consumer ombudsman available
• Payment processor dispute available

14.2 Consumer Rights

Your legal rights:

• Returns are in addition to your statutory rights
• Consumer law protects you if items don’t match description
• You have additional remedies beyond this policy
• Contact Trading Standards for complaints
• Information Commissioner’s Office for data concerns

15. Return Policy Summary Table

16. Contact Information

16.1 Returns & Refunds

Email: returns@sfjewellers.co.uk
Phone: [Your contact number]
Website: www.sfjewellers.co.uk
Postal: SF Jewellers, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

16.2 General Inquiries

Email: contact@sfjewellers.co.uk
Contact form: [Link on website]

17. Policy Updates

Effective Date: November 2025
Last Updated: November 2025

We may update this Return & Refund Policy at any time. Changes are effective immediately upon posting to our Website. Review this policy periodically for updates.

Previous versions of this policy are available upon request.

18. Acknowledgment

By shopping with SF Jewellers, you acknowledge:

• You have read and understood this Return & Refund Policy
• You agree to these terms for all purchases
• You understand the conditions for returnable items
• You understand the return process and timelines
• You accept the refund amounts and deductions

Thank you for choosing SF Jewellers. We appreciate your business and want you to be completely satisfied with your purchase.

For more information, please visit our Website or contact our customer service team.

This Return & Refund Policy is compliant with UK Consumer Rights Act 2015, Distance Selling Regulations, and other applicable UK consumer protection laws.