Refunds Policy
Eligible Returns and Exchanges
We offer valid returns and exchanges for all defective jewelry products, including those with manufacturing defects, damage during shipping, incorrect shipments, missing accessories, and products that do not match the website's display and description. We guarantee all eligible orders enjoy legal after-sales rights.
Return and Exchange Conditions/Non-Returnable Items
Valid Return and Exchange Conditions
All products must be completely unused, unworn, unmodified, and free from any scratches, abrasions, stains, or human-caused damage.
Original packaging, product labels, gift boxes, and accessories must be intact.
Return and exchange requests must be submitted within the specified validity period.
Non-Returnable Items
Products that have been worn, used, repaired, modified, or damaged by human error.
Damage caused by improper storage, accidental impact, disassembly, or other human factors.
Products missing original packaging, labels, or accessories.
Return and Exchange Deadline
All return and exchange requests must be submitted within 30 days of receiving the package. Applications submitted after 30 days will not be accepted.
Return Process
Submit a Return Request
Please contact our customer service team via our official email or online inquiry channel. Please provide your order number, product information, a detailed reason for return, and clear photos or videos of the product for verification.
Await Review
We will review your return request within 1-2 business days. Once approved, we will send you a return confirmation email containing detailed return instructions.
Repackage and Return the Goods
Please carefully and properly repackage all products along with their original packaging and accessories. Return the package to the official return address(High St, Burton-on-Trent DE14 1HU, Reino Unido)listed in our store's contact information.
Submit Logistics Information
After sending the return package, please provide us with the return tracking number and shipping receipt for our filing and follow-up.
Product Inspection and Final Processing
Upon receiving your return package, we will rigorously inspect the product condition. Only items meeting the return criteria will proceed with the refund process.
Exchange Process
Submit an Exchange Request
Please contact our customer service to confirm your exchange request and provide your order number, as well as the specific style, size, or specification you wish to exchange for.
Order Verification and Inventory Confirmation
We will verify your order validity and check the inventory of the replacement item within 1-2 business days, informing you whether the exchange is feasible.
Return the Original Item
After your exchange request is confirmed, please return the intact, unused original item to our designated official return address(High St, Burton-on-Trent DE14 1HU, Reino Unido).
Rigorous Product Inspection
Our team will inspect the returned product to ensure it shows no signs of use, is undamaged, or has missing parts, guaranteeing it meets our exchange standards.
Arrange New Product Shipment
After passing inspection, we will immediately arrange production and shipment, and send you a new tracking number after shipment.
Detailed Refund Process
Detailed Refund Procedure
After we successfully receive and inspect your returned goods, our finance department will complete internal review and process your refund within 3 business days. All refunds will be returned in full to your original payment account.
Generally, refunds will arrive in your account within 3-7 business days. Please note that the specific arrival time depends on the processing rules of your bank or payment platform, which is beyond our operational control.
Return Shipping Costs
Merchant Pays Shipping Costs
If the return or exchange is due to our responsibility, including product quality defects, transportation damage, wrong item sent, missing accessories, etc., we will bear all return and reshipment shipping costs, and the customer will not need to pay any additional fees.
Customer Pays Shipping Costs
If you apply for a return or exchange due to personal reasons (such as personal dislike, unsuitable style, wrong item purchased, or other non-quality issues), you will need to bear all return shipping costs yourself, and we will not reimburse any shipping costs.
Order Cancellation Policy
Full Refund Cancellation (Before Shipment)
Customers can cancel their orders at any time before order processing, packaging, and shipment. We will provide a full refund without any handling fees or deductions.
Post-Shipment Cancellation Policy
Once an order has been shipped, it cannot be cancelled proactively. If you no longer need the product, please wait for the package to arrive and submit a return request according to our return and exchange policy.
Contact information
Store Name: Hiscox The Jewellers
Address: High St, Burton upon Trent, Burton-on-Trent DE14 1HU, United Kingdom
Phone: +44 1283 354070
Email: info@hiscoxthejewellers.com
Opening Hours (GMT+00:00）
• Monday to Saturday: 09:00 – 16:00
• Sunday: Closed
Response Time: We respond within 24 hours.