14 DAY RETURN POLICY (EU Customers only)
If you are not satisfied with your purchase, or simply change your mind, you may return it to us but, it must arrive at our premises within 14 days of its arrival at your address. This is known in EU law as a 14 day cooling off period, which means you can return your purchase for any reason within 14 days.
If you decide to return your purchase, please notify us by email as soon as possible. Please contact us at firstname.lastname@example.org quoting your order number. Please be aware that we keep a log of all deliveries made to our clients and are aware of both the time and date of their delivery.
You are responsible for the cost of returning your unwanted purchases to us either by post or courier.
We will reimburse you for the purchase price and shipping costs you initially paid within the 14 day cooling off period once we receive your return in time. Please make every effort to return your purchase within this time period.The last minute arrival of your return will delay your refund being processed. We cannot take any responsibility for late payments in the event of this happening.
No refund will take place until your return has arrived at our premises. If your return arrives later than the 14 day required limit of time allowed by law, you will no longer qualify to return your purchase or receive a refund. In this instance, the cost of returning your purchase will be your responsibility.
Purchased items must be returned in the same condition they were received including any boxes or packaging they arrived in. Any signs of wear or tear or mis-treatment will leave us with no choice but to return this item to you without a refund. The cost of the return will be yours.
- Made to order and bespoke designs, or items that have been personalised to your specifications are non refundable
- Sale Items
- Any item not in its original condition, damaged or missing parts for reasons unrelated to us.
If you would like to exchange one item for another, you must first return the original item (within the required 14 day period, as explained above) and then place a new order. You will then be refunded for the original item in accordance with the 14 day returns policy. If we no longer have this item in stock, we will be happy to help you choose another item from our collection.
YOUR WARRANTY AND WHAT IT COVERS
- Manufacturing defects
- Your right to return goods that do not resemble the advertised item you purchased online
- Goods that do not function as advertised online.
What qualifies as a manufacturing defect?
Manufacturing defects refer to the structure of the jewellery item, like a band separating from a ring head or a stone setting, or pits and porosity inside the ring (caused by a faulty metal casting process) that weakens the ring’s ability to hold up to normal wear. A manufacturing defect will show up quickly during wear and will be easily recognised by a jeweller.
Stone setting is an art and done by hand and on occasion (rare as it might be) a stone can come out of the setting. Centre stones in rings are set differently with much thicker prongs than tiny pave diamonds, they may loosen as the metal hardens and stretches with wear but unless the prongs are pulled back they will hold the centre stone in place.
More examples of manufacturing defects
• A clasp that does not open or close
• A faulty soldering joint that no longer holds your piece of jewellery together.
• An earring that no longer functions because the post has fallen off the back due to a weak solder joint.
• A drop earring that does not function because the jump-ring connecting it to the ear setting has fallen off due to poor soldering
• A bangle with a hinge that does not function
What does not qualify as a manufacturing defect?
Fine jewellery is not indestructible or maintenance free. Please remember that the higher the carat the softer the metal. Paying a high price does not mean that your jewellery will last a lifetime. Striking, banging and lifting solid heavy items will damage your jewellery and break diamonds. This is known as wear and tear and does not qualify as a manufacturing fault.
• Silver, gold and platinum will gouge, bend and crack, and small diamonds and coloured stones will break and fall from their settings if you wear them too hard and do not pay attention to their care and maintenance. Everyone wears jewellery differently, some people can wear their jewellery for years with no issues at all and others may require to make regular repairs and adjustments.
• The most common damage to jewellery is through wear and tear; bent rings, pulled prongs, lost stones or broken chains. Bangles can also fracture when bent into shape too many times.
• Tarnishing, soiled stones and pearls, tangled chains and damage due to wear and tear do not qualify and are not covered by our warranty. Damage caused by bleaching, heat exposure or chemical contact does not qualify as a manufacturing defect either.
Read: What is tarnishing?
• Our products are made with carefully selected stones. Small imperfections, inclusions and variations of colour are to be considered a characteristic and not a defect.
Please read our care instructions carefully.
Please keep all proof of purchase receipts in a secure place. Warranty repairs are not possible without proof that the purchase took place. Any damage caused by the customer from mis-use or general wear and tear will not fall under this warranty and will not be repaired free of charge. Repairs performed by someone other than our team will also void this warranty.
Please be aware that all jewellery items produced in our workshop are inspected and photographed in detail on the day they are shipped to you. If you are returning an item because of a claimed manufacturing fault, you must first send us photographs showing the fault in detail. A comparison will then be made between your photographs and the detailed images taken on the day of shipment. If after detailed inspection of both images we suspect that the fault is ours, we will cover your return expenses and the cost of the repair. We will recommend a budget and service regarding your return. Unfortunately if you choose a more expensive delivery method than the one recommended, you will have to carry that extra cost.
We offer a charged repair service for general repairs. It is important that you contact us before you send a repair. Please contact us at email@example.com with the detail and a photograph of the damage to be repaired. We will then give you a rough estimate of how much it will cost to repair the item and how long it might take.
RETURNING YOUR ITEM BY POST
We may not be able to repair items damaged in the post due to insufficient packaging. We recommend that all jewellery is returned to us in a securely packaged box. Tina Ashmore Fine Jewellery does not accept responsibility for goods stolen, lost or damaged during a return. We strongly advise customers to insure returned goods against loss or damage.
The cost of returning items (postage & insurance) will be your responsibility. If you are shipping an item over 50 euro, you should use a trackable shipping service or purchase shipping insurance because there is no guarantee that we will receive your returned item if it is sent by regular post. You are solely responsible for the safe passage and delivery of your return.
Who pays for shipping within the 14 day cooling off period? The cost of returning items (postage & insurance) will be your responsibility. We only pay for your initial postage expenses along with your refund. All return costs will be your responsibility.
Who pays for shipping when you are exchanging an item within the 14 day cooling off period? You carry the cost of postage and insurance.
Who pays for shipping within the Warranty period? Once it is proven that your purchase has a manufacturing fault and is being returned for that reason, we will cover the cost of both repairs and shipping. We will recommend a budget and service regarding your return. Unfortunately if you choose a more expensive delivery method than the one we recommend, you will have to carry that extra cost.
Who pays for shipping when you are returning an item for general repair? You carry the cost of postage and insurance.
International Returns: Please ensure that you state you are "returning to seller" in the reason for export field on your customs label. You must also state that the item is of no retail value, because we will not pay for customs charges to receive your return. We strongly recommend using a tracked and shipped service for returns as we cannot refund or exchange items that do not reach us safely. All shipping costs are the responsibility of the customer. Please note that we do NOT refund international customs charges, duties or taxes.
Please contact us by email or phone before sending any returns. When sending your return please, be certain not to write Tina Ashmore Fine Jewellery on the outside of your package. Further instruction will be given when you make contact.
International calls: +353 (86)040 2087
Ireland: 086 040 2087
Late or missing refunds: If you have not received a refund within 30 days of confirmation that a refund is due to you, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org