Refund and Returns Policy
At Russell Lane Jewellers Limited, we want you to be delighted with your purchase. This policy outlines your rights and our procedures regarding refunds and returns for items purchased from us, whether online or in our Warwick store.
Your Statutory Rights:
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your goods are faulty, you have a short-term right to reject them within 30 days of purchase/delivery for a full refund. After 30 days, you have a right to repair or replacement. If a repair or replacement is not possible or fails, you may be entitled to a partial or full refund.
1. Returns for Unwanted Items (Change of Mind)
1.1. Online Purchases (Distance Selling Regulations)
- Right to Cancel: If you purchased goods online, you have a legal right to cancel your order within 14 days without giving any reason. This “cooling-off period” starts from the day you receive the goods.
- Notification: To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., a letter sent by post or email) within the 14-day period.
- Returning the Goods: You must return the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation. You will be responsible for the direct cost of returning the goods. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit.
- Condition of Goods: Goods must be returned in their original condition, unworn, undamaged, and with all original packaging, tags, certificates (e.g., diamond certificates), and receipts. Any signs of wear, alteration, or damage will result in the return being refused or a deduction from your refund.
- Refund: Once we receive the returned goods and confirm their satisfactory condition, we will issue a full refund, including the original standard delivery cost (if applicable), within 14 days of receiving the returned goods.
- Exceptions: The right to cancel does not apply to:
- Goods that are made to your specifications or are clearly personalised (e.g., engraved items, custom-made jewellery).
- Goods that have been sealed for health protection or hygiene reasons and were unsealed after delivery.
1.2. In-Store Purchases (Change of Mind)
- No Automatic Right: For purchases made in our physical store, you do not have an automatic legal right to return an item simply because you have changed your mind.
- Our Discretionary Policy: However, as a gesture of goodwill, Russell Lane Jewellers Limited offers an exchange or credit note for unwanted items purchased in-store within 14 days of purchase, provided:
- The item is in its original, unworn, and undamaged condition.
- All original packaging, tags, certificates, and the original receipt are presented.
- Refunds for in-store change of mind are generally not offered.
- Exceptions: This discretionary policy does not apply to:
- Bespoke, custom-made, or personalised items.
- Earrings (for hygiene reasons).
- Sale or clearance items.
2. Returns for Faulty or Damaged Items
- If an item you purchased from us is faulty or damaged, please contact us immediately upon discovery, providing details of the fault and your proof of purchase.
- We will assess the item. If it is deemed faulty within 30 days of purchase/delivery, you are entitled to a full refund.
- After 30 days, we will offer a repair or replacement. If a repair or replacement is not possible or fails, you may be entitled to a partial or full refund.
- We may ask you to return the item to us for inspection. If the item is confirmed to be faulty, we will cover the reasonable cost of return shipping.
3. How to Return an Item
3.1. Online Purchases:
- Contact Us: Email us at sales@russell-lane.co.uk or call us on 01926 494 494 to inform us of your intention to return. Please include your order number and reason for return.
- Packaging: Securely package the item in its original box and packaging, including all certificates and documentation.
- Shipping: Send the item to: Russell Lane Jewellers Limited 2 High St, Warwick, CV34 4AP We highly recommend using a tracked and insured delivery service (e.g., Royal Mail Special Delivery) for your protection. We are not responsible for items lost or damaged during return transit.
- Confirmation: We will notify you once we have received and processed your return.
3.2. In-Store Purchases:
- Bring the item to our Warwick store during opening hours.
- Ensure you have your original receipt, all original packaging, tags, and certificates.
- Our staff will assist you with the return process.
4. Refunds
- Refunds will be issued to the original payment method used for the purchase.
- Please allow 7 business days for the refund to appear in your account, depending on your bank or card provider.
5. Custom Orders and Engraved Items
- Due to their unique nature, custom-made, bespoke, and engraved items cannot be returned or exchanged unless they are faulty or not as described.
6. Contact Us
If you have any questions about our Refund and Returns Policy, please contact us: Russell Lane Jewellers Limited, 2 High St, Warwick, CV34 4AP Email: sales@russell-lane.co.uk Phone: 01926 494 494