Changing your mind, and what happens then

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order without giving any reason. The period runs for 14 days from the day the goods come into your physical possession, or the possession of someone you nominated to receive them.

Tell us within those 14 days. You then have a further 14 days from telling us to get the goods back to us. You can use the form at the bottom of this page, or simply write to us in your own words — a clear statement that you are cancelling is all that is required.

A stock-size ring is covered. We say this explicitly because the trade has a habit of implying that rings as a category cannot be returned. That is not the law and it is not our policy. What is genuinely outside the right to cancel is set out immediately below, and nothing else is.

Rings made to a size you specify. Regulation 28(1)(b) excludes goods made to the consumer’s specification or clearly personalised. The pair sets on this site are made to the two sizes you give at checkout and fall into this category. They are marked on the product page, in the basket, and behind their own tick box at checkout.

Care products once opened. Regulation 28(1)(e) excludes sealed goods which are not suitable for return for reasons of health protection or hygiene once unsealed. An unopened care kit can go back like anything else.

Neither exception affects your rights if goods turn out to be faulty, not as described, or not fit for purpose. Those rights come from the Consumer Rights Act 2015 and cannot be signed away.

• Unworn. Trying a ring on to check the fit is fine and expected — that is what the period is for. Wearing it out is not.
• Complete. The original box and, where the ring came with one, the laboratory report. A ring returned without its report cannot be resold as certificated and we will have to deduct the cost of replacing it.
• Unaltered. A ring that has been resized, engraved or worked on by anyone else cannot be returned under the right to cancel.

We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to establish the nature and characteristics of the goods. In practice that means a visibly worn ring, not a ring that has been tried on.

Contact us first so we can give you a returns reference. Then send the parcel to the address below, by a tracked and signed-for service.

A return worth GBP £1,000 or more must be sent insured for its full value. Until it reaches us it is your parcel, and an uninsured high-value item lost in the post cannot be refunded.

Return postage is at your cost when you are cancelling because you changed your mind. Where the goods are faulty or not as described, we pay it.

We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner. The refund goes to the card used for the order; we cannot send it anywhere else.

The refund includes the standard delivery charge you paid on the way out. If you chose an upgraded service, we refund the standard rate rather than the upgrade. Once we have issued a refund it takes a further five to ten working days to appear, depending on your bank.

Where you cancel only part of an order and the remainder falls below the free delivery threshold, the delivery charge that would have applied to the remainder is deducted.

Under the Consumer Rights Act 2015: within 30 days of delivery you can reject faulty goods and have your money back. Between 30 days and six months, we get one opportunity to repair or replace before a refund is due. After six months the burden shifts to you to show the fault was there at delivery.

A stone that has come loose, a hallmark struck wrongly, a size that does not match what was ordered — write to us. A stone lost through an impact after a year of wear is wear and tear rather than a fault, and the inspection intervals on each product page exist to keep that from happening.

There is nothing to cancel. This shop sells rings outright. There is no membership, no subscription, no stored balance, no points scheme and no recurring charge of any kind. The email list, if you join it, is free and can be left with one click from any email we send.

You do not have to use this form, but it covers everything we need. Copy it into an email to support@hyjewelleryuk.shop or post it to the returns address above.