Refund policy

Overview

At Heartstones, each piece of jewellery is created with great care and intention. Many of our items are bespoke and made to order, often incorporating deeply personal materials. For this reason, our returns and refunds policy differs slightly from that of non-personalised retail goods.

This policy is written in line with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Bespoke & Personalised Jewellery

Most Heartstones jewellery is bespoke and personalised.

Once production has begun, personalised items are non-returnable and non-refundable, except where the item is faulty or not as described.

Personalised items include (but are not limited to):

Memorial jewellery containing ashes, hair, fur, or other sentimental materials
Custom sizes, finishes, colours, or material choices
Items made to individual specifications

Please ensure all order details are correct before confirming your purchase.

Cancellations

Orders may be cancelled only before work has commenced.

Once production has begun, cancellations are not possible due to the bespoke nature of the item. If you need to cancel an order, please contact us as soon as possible.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or not as described, please notify us within 14 days of delivery.

When reporting an issue, we may request:

Clear photographs
A description of the fault or issue

If a fault is confirmed, we will offer one of the following in accordance with UK consumer law:

Repair
Replacement
Refund

This does not affect your statutory consumer rights.

Non-Custom Items

Where non-custom or ready-made items are offered, you may return them within 14 days of receipt, provided that:

The item is unworn and unused
It is returned in its original condition and packaging

Return postage costs for non-custom items are the responsibility of the client unless the item is faulty.

Ring Sizing

Ring sizes are provided by the client.

While we may provide ring sizers or sizing guidance as a courtesy, Heartstones cannot be held responsible for sizing errors once production has begun. Resizing may not be possible for certain designs or materials.

Sizing issues do not qualify as a fault.

Normal Wear & Tear

Normal wear and tear, accidental damage, misuse, or failure to follow care guidance is not considered a fault and is not eligible for a refund or replacement.

Refund Processing

Where a refund is approved:

Refunds will be processed to the original payment method
Please allow up to 14 days for funds to appear, depending on your payment provider

If you have any questions about returns or refunds, please contact:

Heartstones Ltd

Email: accounts@heartstonesjewellery.com