Refund policy

Every Gemz By Emz keepsake is made with care. If there is a problem with your order, please contact info@gemzbyemz.co.uk with your order number so we can help.

Personalised items

Items engraved with your photographs, handwriting, prints, names or other personalisation are made specifically for you. These items are excluded from the usual change-of-mind cancellation right.

We therefore do not accept change-of-mind returns or exchanges for personalised items.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Cancellations and changes

If you need to cancel or change a personalised order, please contact us immediately. We will check its progress and confirm whether we can accommodate your request. We cannot guarantee changes or cancellation, particularly once preparation or production has begun.

Please check your chosen options, personalisation and delivery address carefully before ordering.

If we reproduce information incorrectly or supply something different from your agreed order, please contact us so we can put it right. If an item accurately reproduces incorrect details supplied by you, any alteration or remake may involve an additional charge, which we will explain beforehand.

If we cannot fulfil your order, we will contact you and refund any payment for the items we cannot supply, together with any applicable delivery charges.

Non-personalised items

For eligible non-personalised items bought online, you can cancel from the time you place your order until 14 days after the day you receive it.

Please notify us by email or another clear statement that you wish to cancel. You then have a further 14 days to send the item back.

You may inspect the item as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Please return any accessories and packaging where possible, and package the item securely. Missing original packaging does not automatically remove your statutory rights.

Earrings and hygiene

Where non-personalised earrings are supplied with a hygiene seal, they cannot be returned for a change of mind once that seal has been broken, where the statutory hygiene exception applies.

Your rights concerning faulty, damaged, incorrect or misdescribed items remain unaffected.

Faulty, damaged or incorrect items

Please contact us as soon as you notice a problem. Include your order number, a description of the issue and photographs where possible. Photographs help us assess the problem but do not replace your statutory rights.

Goods must be of satisfactory quality, fit for purpose and as described.

If an item does not meet these requirements, you will normally have a short-term right to reject it for a refund within 30 days of delivery. After that period, you may be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund.

Please contact us even if more than 30 days have passed. We will assess the issue in line with your statutory rights.

We will cover reasonable return costs where an item is faulty, damaged, incorrectly supplied or not as described. Contact us for return arrangements before posting it.

You do not need the original packaging to exercise your rights concerning faulty goods.

Returning an item

Email info@gemzbyemz.co.uk for the return address and instructions. Please include your order number inside the parcel and package your jewellery securely.

For change-of-mind returns of eligible non-personalised items, you are responsible for return postage.

We recommend a tracked service and keeping proof of posting. Please contact us if a return is delayed or goes missing so we can review the evidence and advise.

Refunds

For eligible change-of-mind cancellations, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Where you cancel the whole eligible order, we will also refund the standard outbound delivery charge, if one was paid. Any extra amount paid for an upgraded delivery service is not refundable for a change-of-mind cancellation.

For faulty goods where a refund is due, we will refund you without undue delay and within 14 days of agreeing your entitlement.

Refunds are made to your original payment method unless you expressly agree otherwise. We do not charge a refund administration fee.

Jewellery care and our warranty

Our jewellery includes a one-year manufacturing warranty, in addition to your statutory rights.

The warranty covers manufacturing faults. It does not cover normal wear and tear, accidental damage or damage caused by misuse or failure to follow appropriate care instructions.

We recommend removing jewellery before sleeping, swimming, cleaning or activities that may expose it to chemicals, impact or excessive strain.

A broken chain or other issue will be assessed individually. We do not automatically treat a fault as wear and tear simply because a particular number of days has passed.

Your statutory rights are separate from the warranty and may continue beyond its one-year period.

Delivery problems

For delayed or missing parcels, please see our Delivery Information page or email info@gemzbyemz.co.uk.

Your statutory rights

Nothing in this policy excludes or limits your statutory consumer rights.