Lloyds Family Jewellery Returns
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Cancellation Policy
Returns Exclusions
How to Return
Exchanges
Cancellation Policy
If you are not completely happy with your jewellery purchase, you may return it for a refund or exchange (exclusions apply, see below).
You have the right to cancel your order within 14 days of receiving your goods under UK distance selling regulations. We extend this to 30 days from delivery for eligible items.
To cancel your order, please notify us in writing by email. Once you have notified us, you have 14 days to return your item.
Items should be returned in a condition suitable for resale. You are entitled to inspect the item as you would in a shop, however any excessive handling that reduces the value may result in a deduction from your refund.
Returns Exclusions
How to Return
Please contact us first to request a return by email or post. We aim to respond within one business day with return instructions.
Customers are responsible for return postage costs unless the item is faulty or incorrect.
We strongly recommend using a tracked and insured service such as Royal Mail Special Delivery. You are responsible for the goods until they are safely received by us.
Exchanges
We offer exchanges on eligible items within 30 days of delivery.
Items must be returned in suitable condition.
Return postage is payable by the customer.
We may offer complimentary UK delivery on your first exchange. Subsequent exchanges will be charged at the current Royal Mail Special Delivery rate.
If there is a price difference, this will be refunded or collected before dispatch.
Refunds
Once a return has been received and inspected, refunds will be processed within 14 days.
We will refund the cost of the goods and the standard delivery charge (if the full order is returned).
Upgraded delivery services are non-refundable.
Refunds will be made to the original payment method. Most refunds appear within 5 working days, although this can vary depending on your bank.
Faulty or Incorrect Items
Your statutory rights under UK law are not affected.
If your item is faulty, not as described, or not of satisfactory quality, you may be entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015.
Please note that "satisfactory quality" is assessed taking into account the price, materials, and description of the item. Many gemstones and precious metals naturally contain inclusions or slight variations, which are not considered faults where they are typical of the material and quality level.
Minor surface marks, characteristics of natural stones, or variations visible only under magnification are not considered defects.
If you believe your item has a genuine fault, please contact us as soon as possible with details and images so we can assess and resolve the issue promptly.