Refund policy
14-DAY RETURN POLICY
In line with UK consumer law (the Consumer Contracts Regulations 2013), you can cancel an eligible online order within 14 days from the day after you receive your item. After you tell us, you have a further 14 days to send the item back to us.
RETURN ELIGIBILITY
To qualify for a return, the item must be in the same condition in which it was received: unworn, unused, unaltered, with all tags and certificates, and in its original packaging. You must also provide the receipt or other proof of purchase.
Items must be returned securely packaged. Any certificates, jewellery boxes, gifts, accessories or promotional items supplied with the order must also be returned.
HOW TO REQUEST A RETURN
To request a return, please contact us at info@johngems.com and provide your order number and the reason for the return.
Returns must be authorised by us before being sent. If your return is accepted, we will provide return instructions. Items returned without prior authorisation may not be accepted.
Authorised returns must be sent to:
EURO MERCHANDISERS LTD
4 The Square
Stockley Park
Uxbridge
London
United Kingdom
UB11 1ET
Visits by prior appointment only.
Please do not send any item to this address until your return has been authorised.
RETURN SHIPPING
Unless an item is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, the customer is responsible for return shipping costs.
We strongly recommend using a tracked and appropriately insured delivery service. We are not responsible for returned items that are lost or damaged before reaching us.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order promptly after delivery. If an item is defective, damaged or incorrectly supplied, contact us immediately at info@johngems.com with your order number, a description of the issue and clear photographs where applicable.
We will assess the matter and provide an appropriate remedy in accordance with applicable consumer law.
NON-RETURNABLE ITEMS
The following items cannot normally be returned for a change of mind:
• Bespoke, made-to-order, personalised, engraved, resized or otherwise customised jewellery
• Gift cards
• Pierced jewellery where a hygiene seal has been removed or compromised
• Items that have been worn, used, altered or damaged after delivery
This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
SALE ITEMS
Sale or promotional items remain subject to applicable consumer rights. Eligible sale items may be returned in accordance with this policy unless they are personalised, customised or otherwise fall within one of the permitted exceptions stated above.
EXCHANGES
To request an exchange, contact info@johngems.com within 14 days of receiving your order.
Once the return has been authorised and inspected, we will confirm whether the exchange can be completed. Where appropriate, the quickest option may be to return the original item and place a separate order for the replacement.
Any price difference and applicable shipping costs must be paid before the replacement item is dispatched.
CANCELLATION RIGHTS
For eligible online purchases, customers may have statutory cancellation rights. Under the Consumer Contracts Regulations 2013, the cancellation period for goods ends 14 days after the day you receive them. Your rights under the Consumer Rights Act 2015 for faulty, damaged or not-as-described items are not affected.
Personalised, bespoke, engraved, resized or otherwise custom-made goods may be excluded from change-of-mind cancellation rights, except where they are faulty, damaged, incorrectly supplied or not as described.
REFUNDS
We will notify you after we receive and inspect your return and confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method. We will process the refund within 14 days after receiving the returned goods, subject to applicable law.
Your bank or card provider may require additional time to display the refund in your account.
Where required by applicable consumer law, the cost of standard outbound delivery will also be refunded. Any additional amount paid for an enhanced or express delivery service may not be refundable.
If you have not received an approved refund after allowing time for your bank or card provider to process it, please contact info@johngems.com.
CONTACT
For return, exchange or refund enquiries, contact:
Email: info@johngems.com
Legal Seller: EURO MERCHANDISERS LTD
Company Registration No.: 11979555
REGISTERED OFFICE
104 College Road
Vyman House
Harrow, Middlesex
United Kingdom
HA1 1BQ
LONDON PHYSICAL OFFICE AND AUTHORISED RETURN ADDRESS
EURO MERCHANDISERS LTD
4 The Square
Stockley Park
Uxbridge
London
United Kingdom
UB11 1ET
Visits by prior appointment only.
Returns are accepted at the Stockley Park address only after prior authorisation.
