Refund policy

Returns and refunds

We hope you will be delighted with your jewellery. Please contact us promptly if there is a problem with an order so that we can help resolve it.

Ready-made and pre-owned jewellery

For ready-made and pre-owned items purchased online, you may cancel your order within 14 days of receiving it without giving a reason.

After notifying us that you wish to cancel, you must return the item within a further 14 days.

To begin a return, please contact:

contact@rkjewellerydesigns.co.uk

Returned jewellery must be sent securely and should include its original box, paperwork and any accessories supplied with it. You may inspect an item as you would in a shop, but we may make a reasonable deduction from the refund if it has been worn, damaged or handled beyond what is necessary to establish its nature, characteristics and condition.

Bespoke, personalised and altered jewellery

The normal change-of-mind cancellation right does not apply to jewellery that has been made to your specification or clearly personalised. This includes bespoke commissions, made-to-order pieces, engraving and jewellery altered to an individually agreed specification, including resizing carried out at your request.

This does not affect your statutory rights where an item is faulty, misdescribed or not fit for purpose.

Please contact us as quickly as possible if you wish to change or cancel a bespoke or alteration order before work has begun. Whether cancellation is possible will depend on the stage reached and any materials or work already committed.

Faulty or incorrect items

Please contact us immediately if an item arrives damaged, is faulty, is not as described or if you receive the wrong item.

Where goods do not meet the standards required by law, your statutory rights may include a repair, replacement, price reduction or refund. We will also cover reasonable return costs where an item is faulty or has been supplied incorrectly.

Refunds

We will notify you when your return has been received and inspected.

Approved refunds will be made to the original payment method without undue delay and normally within 14 days of receiving the returned item, or receiving evidence that it has been sent back, whichever is earlier where applicable.

For an eligible change-of-mind cancellation, we will refund the item price and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable.

Banks and card providers may take additional time to place the funds back into your account after we have issued the refund.

Return postage

For change-of-mind returns, you are responsible for the cost and safe return of the item.

Jewellery should be securely packaged and sent using an insured, tracked service appropriate to its value. We cannot be responsible for returned items until they have been safely received.

Please do not send high-value jewellery using an uninsured service.

Return address

Please contact us before posting any return. Once the return has been agreed, it should be sent to:

KETCH Fine Jewellery
Town Court Farm
Bayham Road
Tunbridge Wells
TN2 5HU
United Kingdom

Exchanges

Please contact us if you would prefer an exchange. Exchanges are subject to availability and may be treated as a return followed by a new order.

Your statutory rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law.