Refund policy
We want you to love your jewellery, but if something isn't quite right, here's how we handle returns and refunds in alignment with UK consumer law.
Faulty or damaged items
-
If your jewellery arrives faulty or damaged, you are entitled to a full refund, repair, or replacement.
-
Please contact us within 14 days of receiving your order, providing proof of purchase and a photo of the fault where possible.
Earrings
-
For hygiene reasons, we cannot accept returns or exchanges on earrings unless they arrive faulty or damaged.
-
If your earrings are faulty, you may request a refund, repair, or replacement.
Returns
If you decide your order is not quite right, you may request a return within 14 days of receiving your order.
-
Please contact us before sending anything back so we can guide you through the return process.
-
Items must be unworn, in their original packaging, and returned in perfect condition.
-
Earrings cannot be returned for hygiene reasons, unless faulty.
-
Custom or personalised items are non-returnable unless faulty.
-
Once we’ve received and inspected your return, we’ll process your refund within 14 days.
Repairs and replacements
-
If a fault develops within 6 months of purchase, you are entitled to a repair or replacement (unless we can show the item was not faulty when you bought it).
-
After 6 months, you may still have rights, but you may be asked to prove the fault was present at the time of purchase.
Proof of purchase
We may ask for proof of purchase, such as your order confirmation or receipt.
Sale items
Your rights remain the same on sale items - if they’re faulty, you’re entitled to a refund, repair, or replacement.
How to return an item
To arrange a return, please contact us at care@refinerylane.com with your order number and details of the item you’d like to return. We’ll provide instructions on how to send your jewellery back safely.