Returns, Refunds, Cancellation Policy (also refereed to as our Returns Policy)
Your Rights To Cancel, Returns & Refunds
STANDARD ITEMS FROM STOCK
(Note: This excludes made-to-order, custom, and personalised products, which are non-refundable.
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).
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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.
Returns and Cancellations: Made To Order, Custom, and Personalised Products
By placing your order, you request that we begin the manufacturing services immediately. As these items are created specifically to your requirements, they are exempt from the standard "cooling-off" period under the Consumer Contracts Regulations. The option to cancel does not apply to made-to-order or personalised items. Because they are handcrafted specifically for you they are non-refundable. If you wish to cancel your order before dispatch, we may, at our discretion, agree to a cancellation. In such cases, you agree to pay an amount in proportion to the work already performed. This includes design time, material procurement, and manufacturing stages.
• Depending on the stage of production, the total 'Actual Loss' retained by the studio typically represents [60%–80%] of the total order value.
• Deposits and specific design fees are non-refundable as they cover immediate commencement costs.
• If a cancellation is agreed, we will refund any remaining balance within 14 days.
Please also refer to our Terms, particularly Section 4.2.
Returns & Faults: Once your made-to-order, personalised, or custom 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.
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).
- 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.
- 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.
PERSONALISED & CUSTOM ITEMS:
Please note that the option to cancel does not apply to made-to-order or personalised items. Because these pieces cannot be resold, they are non-refundable. If a made to order and/or personalised item is returned to us as undelivered, we will hold the item and contact you to arrange reshipment at your expense.
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.
