Returns, Refunds, Cancellation Policy (also refereed to as our Returns Policy)
Your Rights To Cancel, Returns & Refunds
STANDARD ITEMS FROM STOCK (off the shelf goods)
Note: This excludes made-to-order, custom, and personalised products, see further below regarding these items.
Cancellations & Returns:
If you wish to cancel an order for a stock item, please notify us prior to dispatch. If the item has already been delivered, you must notify us via email at [sales@silverfireuk.co.uk] within 14 days of receipt.
Please wait for our acknowledgement before posting your return; failure to do so may cause delays or result in the package being returned to you. If you do not notify us within the 14-day window, the right to return is forfeited.
Return Requirements:
Once acknowledged, items must be returned to us within a further 14 days
• Condition: Items must be unworn and free from any traces of perfume, aftershave, make-up, or fake tan.
• Packaging: Returns must include all original presentation boxes, pouches, and jewellery cloths.
• Free Gifts: Any promotional free gifts must also be returned, or their retail value will be deducted from your refund.
Diminished Value: In accordance with UK law, we reserve the right to deduct an amount from your refund if the value of the goods has been diminished by handling them beyond what is necessary to establish their nature and characteristics (e.g., signs of wear or damage to the original packaging).
HYGIENE & EARRINGS
For health and hygiene reasons, earrings are non-returnable and non-refundable once they have been dispatched. This applies to all earrings (including earrings that form part of a jewellery set), and including standard items from stock, regardless of whether they have been worn. This does not affect your statutory rights in the case of a faulty product.
RETURN POSTAGE: the cost of return postage is the responsibility of the customer.
- Tracked Services: We strongly recommend using a tracked and insured service (such as Royal Mail Special Delivery). We cannot be held responsible for return packages that are lost or damaged in transit.
- Faulty Items: If you are returning an item because it is faulty or we made an error, we will refund the cost of your return postage (up to the value of a standard tracked service) once the fault has been verified.
It is your responsibility to check that the delivery method you choose in your country has tracking and insurance cover. International buyers you are responsible for any return postage costs including any customs, duty or taxes.
REFUNDS & PROCESSING: Provided the goods and all original packaging (gift boxes, pouches, and cloths) are returned in their original, unworn condition, we will refund the price paid within 14 days of receiving the returned item.
• Deductions: If items are returned damaged or with packaging missing, a deduction from the refund will be applied at our discretion to cover the cost of replacement materials.
• Payment Method: Refunds will be credited back to the original payment method used (Credit/Debit card or PayPal). Please note that banks may take a few working days to show the credit in your account.
⏱️ Made-to-Order, Custom, Personalised & Bespoke Goods – Returns and Cancellations
Some of our products are made specifically for an individual customer rather than being supplied as standard, off-the-shelf goods.
This includes:
• Personalised products: Standard products that are individualised at your request, such as through engraving, custom text, initials, dates, symbols or other personalisation.
• Custom products: Products created or finished according to selections or options you make when placing your order, including specific finishes, non-standard sizing, selected gemstones or other manufacturing options.
• Made-to-order products: Products manufactured specifically following the selections and manufacturing instructions provided with your order.
• Bespoke commissions: Items that are designed, developed, adapted or manufactured specifically for you following an individual brief, consultation, drawings, measurements, design discussions or other instructions provided by you.
By placing your order, you request that we begin the manufacturing services immediately. Where goods fall within the statutory exception for goods made to the consumer's specifications or clearly personalised, the usual 14-day cancellation right does not apply.
You therefore cannot cancel or return such goods simply because you have changed your mind, no longer require them, or subsequently decide that you would prefer a different design, specification, size, finish or personalisation. This does not affect your statutory rights where the goods are faulty, not as described, do not conform to the contract, or where we have otherwise failed to meet our legal obligations.
Before production or other work has commenced, we may, where reasonably possible, agree to a requested change or cancellation. This is not guaranteed and will depend on the nature of the order and whether work, materials or other commitments have already been undertaken.
Once production or other work has commenced, we are usually unable to accept a cancellation or change. However, if we agree to cancel an order after work has commenced, we will retain an amount sufficient to cover the reasonable costs and direct losses actually incurred as a result of the cancellation. Depending on the circumstances, this may include:
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work already carried out specifically for your order; allocation of bench time, design, consultation or development work undertaken specifically for your commission;
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materials specifically purchased, prepared or altered for your order where those materials cannot reasonably be reused or recovered;
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manufacturing or finishing work already undertaken; and
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other direct, non-recoverable costs reasonably incurred specifically because of your order.
Where a cancellation is agreed and an amount is retained, we will refund any remaining balance within 14 days..
Note that Deposits and specific design fees are non-refundable as they cover immediate commencement costs.
Please also refer to our Terms, particularly Section 4.2. and 4.3
Returns & Faults: Once your made-to-order, personalised, custom or bespoke product has been completed and dispatched, we cannot offer refunds or exchanges because the item has been tailored specifically for you. This does not affect your statutory rights. If the item is defective, or we have made an error in the personalisation, please contact us immediately. In accordance with the Consumer Rights Act 2015, we will offer a repair or replacement.
The following applies to all products:
IMPROPER RETURNS & FAILED DELIVERIES
If you return an item in contravention of this policy (and where you have no statutory right to return), or if you fail to accept delivery of personalised, made-to-order, or custom items, we will not issue a refund.
Storage and Re-delivery:
In these circumstances, we will hold the items for a period of 20 days. We will notify you that the items are being held and will require payment for any additional re-delivery costs before they are sent back to you.
Disposal of Unclaimed Items:
If we do not receive payment for re-delivery within 20 days of our request, we reserve the right to dispose of the items (or dismantle them for material recovery) to cover our storage and administrative costs. We will send a final reminder before the end of this period. We shall have no further liability to you once this period has expired.
MISSING POST: If your order hasn't arrived within the expected timeframe after dispatch, please notify us immediately. A package is officially deemed "lost" if Royal Mail tracking shows no delivery by the end of the 10th working day (or the 5th working day for Special Delivery) INTERNATIONAL ORDERS: Packages are deemed lost after the 20th working day. Please note that Customs delays are outside our control and do not qualify as "lost." If an item is held by Customs, no refund can be processed until the item is physically returned to us.
DAMAGES & DISCREPANCIES: Please inspect your order upon arrival. Any damages or discrepancies must be reported to us within 3 days of receipt. To help us resolve this quickly, please include photos of the damaged item and the packaging. Refunds for damages or lost items may take longer to process as they are often subject to investigation and compensation from Royal Mail or our couriers.
DELIVERY CONFIRMATION: "Receipt" is defined as the time the package is signed for or when Royal Mail GPS tracking confirms delivery to your address.
UNDELIVERED & RETURNED PACKAGES: It is the customer's responsibility to ensure that someone is available to accept delivery or to arrange collection/redelivery with Royal Mail if a delivery attempt is missed.
If a package is returned to us as "Undelivered":
- To Resend: You will be responsible for the cost of the additional postage. This is currently £9.45 (or the current Royal Mail rate at the time of reshipping).
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To Cancel (Standard 'stock' Items Only): If you choose to cancel a non-personalised order that has been returned to us, we will issue a refund minus the original postage cost and a £15 administration fee to cover the processing of the return.
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International Orders: For packages returned from outside the UK, any refund will also be minus any customs fees or taxes we incur to receive the return.
When we refer to 'you' or ‘your’ we are referring to the buyer (customer). Any queries about our Returns Policy, and/or to notify us that you'd like to cancel and/or return an item, please contact us: sales@silverfireuk.co.uk.
Please also refer to our Terms & Conditions.
