Refund policy

Cancelling a standard online order

If you are a consumer buying standard goods online, you can normally cancel without giving a reason. Tell us by the end of the 14-day period beginning the day after you, or your nominated recipient, receives the goods. For an order delivered in separate parts, the relevant period normally begins after the last item or part arrives.

You then have a further 14 days to send the goods back. A clear cancellation statement is enough; you do not need our approval or have to use a particular form. Email info@mytrovejewels.com with your order number and the items you are cancelling. You can also write to the address below.

You may cancel before dispatch where a cancellation right applies. If the parcel has already been sent, the return process will apply.

Condition and return costs

You may inspect goods as you reasonably would in a shop. Please return them with their components and packaging where possible. Missing original packaging does not automatically remove a statutory cancellation right.

If handling goes beyond what is reasonably necessary to establish the goods’ nature, characteristics and functioning, we may make a lawful deduction for the resulting loss in value. We do not impose a blanket restocking or administration fee for exercising a statutory right.

You pay the direct return postage for a change-of-mind return unless we have agreed otherwise. Keep proof of posting and use a suitable service. If the return concerns a fault, misdescription or our error, we cover the reasonable return costs required by law and will explain the arrangements.

Customisation and genuinely bespoke goods

The usual change-of-mind cancellation right can be excluded for goods genuinely made to your individual specifications or clearly personalised. Where that exception applies, it must be explained before you order. Engraving or an individually manufactured design may qualify; simply preparing an item after purchase does not automatically do so.

Please check spelling, dimensions, finish and design details before approving genuinely bespoke production. We may be unable to accommodate a later change once work has begun. Any agreed additional work or cost will be confirmed first. If we make an error or the item is faulty or not as described, the bespoke exception does not take away your legal remedies.

Faulty, damaged or incorrect items

Goods must meet the applicable legal standards for quality, description and fitness for purpose. These protections apply to sale goods and bespoke items as well as standard purchases.

Tell us what has happened and provide your order details or another reasonable proof of purchase. A photograph may help us understand the problem, but we do not make an original receipt or a particular photograph the only acceptable evidence.

For consumer goods, there is normally a short-term right to reject faulty goods within 30 days, followed by rights to repair or replacement and, in the circumstances set by law, a price reduction or final rejection. The applicable remedy depends on the facts and the Consumer Rights Act 2015; this policy does not shorten those rights.

Damage caused by misuse, an accident or an attempted repair is not automatically a manufacturing fault. Equally, describing something as wear and tear does not remove our responsibility if it failed to meet the required standard or reasonable durability.

When and how we refund

For a valid cancellation of goods, we refund within the legal deadline—normally no later than 14 days after receiving the goods back or receiving evidence that you sent them back, whichever is earlier. Where the law allows, we may withhold the refund until one of those things happens. Other legal refund deadlines apply to other remedies.

For cancellation of a whole qualifying online order, we also refund the cost of the least expensive standard delivery option offered for that order. We do not have to refund the extra cost of an upgrade to Express. If Standard delivery was free, there is no Standard delivery charge to refund. For a partial return, delivery charges are refunded where the law requires.

Refunds go to the original payment method unless another method is expressly agreed without a fee to you. We do not require you to accept store credit instead of a refund that you are legally owed.

In-person purchases, exchanges and gift cards

There is not normally an automatic change-of-mind return right for a purchase made in person after inspecting the goods. Any exchange or goodwill promise made at the time of sale will be honoured. Faulty-goods rights still apply.

Exchanges depend on availability and any additional payment or refund being agreed. Gift cards are subject to the terms disclosed when purchased and any applicable statutory cancellation rights; a gift card is not generally exchangeable for cash unless the law requires it.

For workshop tickets, private celebrations and brand bookings, use our Event & booking terms.

Return address and cancellation form

Send returns and written notices to:

Please include the order number and your name. Contact us if an item needs a special return arrangement; your statutory right to cancel does not depend on receiving a return authorisation.

Optional cancellation form

To My Trove Jewels Ltd at the address above or info@mytrovejewels.com:

“I give notice that I cancel my contract for the following goods: [describe goods]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Date: [date].”

A signature is only needed if you send the form on paper. You can use any other clear cancellation statement instead.