Refund Policy
Refunds and Returns Policy
Our Commitment
At Klimek Jewellers, we are dedicated to ensuring complete satisfaction with every purchase. As members of the National Association of Jewellers (NAJ), we adhere to the highest standards of honesty, integrity, and professionalism. This policy outlines your rights and our procedures for refunds and returns in accordance with British consumer rights laws and NAJ guidelines.
Eligibility for Returns
- Statutory Rights: Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if your item is faulty, not as described, or does not perform as expected. These rights apply within 30 days of receipt for a full refund, and beyond this period for repairs or replacements.
- Change of Mind: If you change your mind, you may return items within 14 days of receipt for a full refund or exchange, provided they are in their original condition, unworn, and with all original packaging and documentation. This policy excludes bespoke or personalised items unless they are faulty or not as described.
Return Process
- Initiate a Return: Contact our customer service team at klimekjewellers@hotmail.com or contact 01872 262 888 within the applicable return period to notify us of your intention to return an item. Provide your order number and reason for return.
- Return Shipping: You are responsible for return shipping costs unless the item is faulty or not as described. We recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit.
- Inspection and Processing: Upon receipt, we will inspect the item. If it meets the return criteria, we will process your refund or exchange within 14 days. Refunds will be issued to the original payment method.
Exceptions
- Bespoke and Personalised Items: Items that are custom-made or personalized to your specifications cannot be returned unless they are faulty or not as described.
- Earrings and Body Jewellery: For hygiene reasons, we cannot accept returns of earrings and other body jewellery unless they are faulty or not as described.
- Sale Items: Sale items can only be returned if they are faulty or not as described.
Faulty or Not as Described Items
If your item is faulty or not as described, you have the right to a repair, replacement, or refund. Contact our customer service team at klimekjewellers@hotmail.com, and we will provide instructions for returning the item at our expense.
Contact Us
For any questions or to initiate a return, please contact our customer service team at:
- Email: klimekjewellers@hotmail.com
- Phone: 01872 262 888
- Address: 84 Lemon Street, Truro, Cornwall, TRI 2QA
We are here to assist you and ensure your shopping experience is exceptional.