Refund Policy

We want every piece to feel right. The route depends on how you bought it and why it is being returned: online change-of-mind returns, faulty or incorrect items, and bespoke jewellery are treated differently.

Most non-personalised online purchases can be cancelled within 14 days of delivery. Faulty or misdescribed goods are covered by statutory rights whether bought online or in person. Items made to your specifications or clearly personalised are generally excluded from change-of-mind cancellation rights, but not from fault-related rights.

If you are a consumer and bought goods online or by another distance method, you can usually tell us you wish to cancel within 14 days after you receive the goods. You do not need to give a reason. After telling us, send the goods back within a further 14 days.

To cancel, use the contact details in the website footer and clearly state that you are cancelling. Include your name, order reference and the item(s) concerned. We will acknowledge your request and provide return instructions where needed.

Please take reasonable care of the jewellery while deciding whether to keep it. You may inspect it as you would in a shop; we may make a deduction if its value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning, as permitted by law.

Jewellery made to your specifications or clearly personalised for you, including pieces individually made, altered or engraved to your request, is generally not eligible for a change-of-mind cancellation under distance-selling rules. We will identify bespoke requirements and confirm relevant details before you commit. This does not limit your rights if the item is faulty or does not match the agreed description.

Where a statutory cancellation applies, we refund the amount paid for the returned goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, the additional upgrade cost is not usually refundable. We may wait until we receive the goods or evidence that you sent them back, whichever happens first.

Refunds are made without undue delay and, for a distance-sale cancellation, no later than 14 days after the goods are returned or you provide evidence of return, whichever is earlier. We use the original payment method unless you expressly agree otherwise. We do not charge a fee for processing a refund.

Unless an item is faulty, incorrect or we have agreed otherwise, you are responsible for the direct return postage cost where we told you this before purchase. For valuable jewellery, use a secure, insured delivery method and keep proof of posting. Contact us first if you need help arranging a return.

If your order arrives damaged, is not the item you ordered, is not as described or develops a fault, please contact us promptly with your order reference and a description of the issue. Photographs can help us assess transit damage or an incorrect item, but do not delay contacting us if you cannot provide them.

UK consumer law provides remedies for goods that are not of satisfactory quality, fit for purpose or as described. This can include a short-term right to reject for a refund within 30 days, and rights to repair or replacement followed by a price reduction or final rejection in appropriate cases. The remedy depends on the circumstances and statutory time limits.

We will explain the next steps. Where a return is needed because an item is faulty or incorrect, we will arrange or cover reasonable return costs in line with your statutory rights. Please do not have jewellery repaired or altered before speaking with us, as this may affect how we can assess the issue.

There is not usually an automatic right to return an in-person purchase solely because you changed your mind. If we offer an additional exchange or return arrangement, its conditions will be explained at the time. Your statutory rights for faulty, incorrect or misdescribed goods continue to apply.

Submitting an appointment request does not itself create a purchase or incur a fee. We will confirm your appointment with you. If a deposit or charge applies to a particular service or commissioned piece, we will explain the amount, what it covers and the cancellation terms before you agree.

For a commission, bespoke order or work already started at your request, any cancellation or refund will depend on the agreed terms and applicable law. We will set out the position clearly before taking payment.

A purchase by us of your gold, silver or jewellery is a separate transaction from you buying goods from us. Any online estimate is indicative; we confirm our assessment and final offer before you accept. If you have a question about a completed transaction, contact us with your transaction record so we can review it with you.

Contact AZIZI JEWELLERY LIMITED using the current phone and contact details shown in the website footer. Include your order reference, the item concerned and whether you are requesting a cancellation, reporting a fault or querying a refund.

Nothing in this policy takes away any rights you have under applicable consumer law. If this policy and a statutory right differ, your statutory right takes precedence.