Refund policy
You are welcome to return any order(s) through our customer care within 14 days of delivery. Within the EU, we will provide a return shipping label for you. You may then schedule a collection with FedEx or DHL or UPS, or drop off your package at the nearest PostNL location.
Final Sales
Returns and refunds are not accepted for sale goods or engraved and customized pieces, including bespoke and made-to-order pieces. All sales of these items are considered final.
Jewelry with an added report from The Netherlands Gem Laboratory or GIA is considered made-to-order and is final sale.
Unfortunately, we also cannot provide refunds or accept returns for orders shipped to countries outside the EU. All sales are considered final outside the EU too.
Natural variations in materials, including but not limited to diamonds, gemstones, pearls, and metals, may occur and are not considered defects. Such variations do not constitute valid reasons for returns and refunds for orders shipped to countries outside the EU.
Order Cancellation
If you cancel an order once it has been processed or after 24 hours from placement is considered a return and must follow our return policy. Please refer to our terms and conditions for any issues.
Condition of Returns
You must be return the items in the same saleable condition as when purchased, accompanied by the original sales receipt and box. Returns that have been used, altered, or damaged will not be accepted and may be sent back to you, and/or a refund may be refused.
Packaging Requirements
You must return the items unused, unopened, and in their original packaging, or they will not be accepted.
Responsibility for Products
You are responsible for all items until they are returned to us. We are not liable for any loss or damage during return transit.
Recommended Return Method
We recommend using the return shipping label we provide, as it is a trusted and traceable method. Please take photos of your return items and retain a record of your tracking number.
Return Shipping Cost
In the event of a return, you are responsible for return postage and insurance. The return postage fee reflects the original shipping charge, as outlined in our Shipping Policy.
Quality Review
Upon receipt of the items, they will be subjected to a quality review.
Refund Issuance
If the items pass the quality review, a refund will be issued to the original payment method used for the purchase.
This refund will cover the purchase price only and will exclude a 5% transaction fee, which depends on the payment method, country, and currency, as well as any shipping charges, amounts paid via gift cards, import and customs duties, value-added taxes (VAT), return postage, tariffs, brokerage fees, and any other fees imposed by the destination country.
Non-refundable Items
For sale goods, engraved items, or customized pieces, including bespoke and made-to-order pieces are non-refundable. Jewelry with a report from The Netherlands Gem Laboratory or GIA is considered made-to-order and is non-refundable.
Natural variations in materials, including but not limited to diamonds, gemstones, pearls, and metals, may occur and are not considered defects. Such variations do not constitute valid reasons for refunds. Orders shipped to countries outside the EU are non-refundable.
Refund Currency
If the purchase was made in a currency different from your local currency, refunds will be processed in the same currency as the original transaction. Due to exchange rate fluctuations, the refunded amount may differ slightly from the original purchase price.
Processing Time
We endeavor to process refunds as soon as they are received, but please allow 14 working days for returns to be processed. You will receive an email notification of the status of your refund once processed.
Retail Store Returns
Retail stores cannot process returns or refunds for purchases made on www.aitchesjewelry.com. We do not accept returns or issue refunds for purchases made in retail stores or through third-party retail platforms. Returns and refunds for online orders must be handled directly through our website.
Legal Rights
Nothing in this policy shall affect your right to return products under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any equivalent or replacement laws.
By requesting a cancellation or return of orders. Please contact us at customercare@aitchesjewelry.com.