Refund policy

 

RETURNS

If you are unhappy with your item, please let us know.

We allow up to 14 days from date of delivery to request your return. After this time period our system will not allow for it. To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. 

We will, of course reimburse the postage fee should you receive the wrong item or an item in error and have to ship it back.

*BUY ONE GET ONE FREE RETURNS* 

For orders included in the Buy 1 Get 1 Free offer, in order to receive a refund, BOTH items must be returned. If only 1 item is returned we reserve the right to reject the request.

 

CUSTOM OR MADE TO ORDER ITEMS

Due to the personalised nature of our custom and made-to-order items, all sales are final. We invest significant time and resources into crafting each unique piece according to your specifications. Once an order is confirmed and production begins, we are unable to offer refunds.

We encourage customers to carefully review and confirm all customization details before placing an order. In the rare event of a manufacturing defect or error on our part, we will promptly address the issue with a replacement or appropriate solution. Thank you for your understanding and cooperation.

 

EXCHANGE (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at contact@100kgems.uk