Refund policy
We hope you are delighted with your purchase. However, if for any reason you are not completely satisfied, we are here to help.
Returns
You have 14 days from the date you receive your item to notify us that you wish to return it.
To be eligible for a return:
• The item must be unused
• It must be in its original packaging
• It must be in a resaleable condition
• Proof of purchase must be provided
Once you have notified us, the item must be returned within 14 days.
Return postage costs are the responsibility of the customer unless the item is faulty.
To begin a return, please email:
support@stillwatersjewellery.co.uk
Refunds
Once we receive your return, we will inspect the item and notify you of the outcome.
If approved, your refund will be issued to your original method of payment. Please allow several working days for the refund to appear, depending on your bank or card provider.
If you have not received your refund after this time, please contact us and we will be happy to assist.
Faulty or Damaged Items
If your item arrives damaged, faulty, or not as described, please contact us within 30 days of receiving it.
We may request clear photographic evidence to help us assess the issue. If the item is confirmed as faulty due to manufacturing, we will offer a replacement or refund in line with your statutory rights.
Where required, the item must be returned to us before a refund or replacement is issued.
This does not affect your rights under the Consumer Rights Act 2015.
Exchanges
We replace items only if they are defective or damaged. Please contact us by email to arrange this.
Jewellery Care
To help your jewellery last as long as possible:
• Avoid contact with water, perfumes and lotions
• Remove before exercising or sleeping
• Store separately to avoid scratching
• Check fastenings periodically
Damage caused by misuse, accidents or general wear and tear is not considered a manufacturing fault.
By purchasing from Still Waters Jewellery, you agree to this policy.