Returns & Refund Policy
**Effective Date:** 28 May 2026
This policy applies to all purchases made through **Ciselet** (“we”, “us”, “our”), operating at [ciselet.com](https://ciselet.com). By placing an order, you agree to the terms outlined below. This policy does not affect your statutory rights under UK consumer law.
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### 1. Custom-Made & Personalised Items
**1.1 No Right to Cancel**
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14‑day cooling‑off period does **not** apply to goods made to the consumer’s specifications or clearly personalised. All our jewellery pieces are custom‑made to your requirements — including size, engraving, choice of materials and design. You therefore have **no statutory right to cancel** an order once production has begun.
**1.2 No Refunds or Returns**
Custom‑made and personalised items are **non‑refundable and non‑returnable**, unless the finished product is faulty, not as described, or defective upon delivery. We cannot accept returns for change of mind, incorrect sizing provided by you, or dissatisfaction with design choices that were agreed before production.
**1.3 Order Confirmation**
Before production starts we will send you a detailed order confirmation (design, sizes, materials, engraving text). Please review it carefully and tell us about any errors within **48 hours**. Once production has started, changes or cancellations are no longer possible.
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### 2. Non‑Customised / Standard Items
For items that are **not** made to your specifications (e.g. ready‑made stock, gift cards):
**2.1 Cancellation Right**
You may cancel your order within **14 days** from the day you receive the goods, in line with the Consumer Contracts Regulations 2013.
**2.2 Return Conditions**
Items must be returned:
– Unworn and in original condition
– In all original packaging, including certificates
– With proof of purchase
**2.3 Refund Process**
Refunds will be made within **14 days** of us receiving the returned goods (or evidence that the goods have been sent back). Refunds go back to the original payment method. Original delivery charges are non‑refundable unless the goods are faulty.
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### 3. Faulty or Defective Items
**3.1 Your Statutory Rights**
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for a particular purpose, and as described. If your custom‑made item arrives faulty, not as described, or defective, you are entitled to a remedy.
**3.2 Short‑Term Right to Reject (First 30 Days)**
If a fault is found within **30 days** of delivery, you may reject the goods and receive a **full refund**. Please contact us immediately with clear photographs showing the fault.
**3.3 Repair or Replacement (After 30 Days, Within 6 Months)**
If a fault is found **between 30 days and 6 months** of delivery, we may first offer a **free repair or replacement**. We will cover all reasonable costs, including return postage. If the repair or replacement is unsuccessful, you may then ask for a price reduction or return the goods.
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### 4. Our Repair Service
**4.1 Non‑Manufacturing Damage**
For custom‑made items damaged through **normal wear and tear** (not manufacturing defects), we offer a **repair service** at a reasonable charge. Examples:
– Ring resizing
– Stone resetting
– Chain or clasp repair
– Polishing and refinishing
**4.2 Repair Costs**
– **Within 6 months of delivery**: Repairs for manufacturing defects are free.
– **After 6 months or for accidental damage**: We will give you a cost estimate before starting work.
**4.3 How to Request a Repair**
Email us at [liangren1992@gmail.com](mailto:liangren1992@gmail.com) with:
– Your order number
– Clear photos of the item showing the damage
– A short description of the problem
We respond within 3‑5 working days and will confirm whether the repair is covered by warranty or provide a quote.
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### 5. Items That Cannot Be Returned in Any Circumstances
The following items are excluded from all returns and refunds under UK consumer law:
– Custom‑made or personalised items (see Section 1)
– Items altered, resized, or modified by anyone other than us after delivery
– Items damaged through misuse, accident, or failure to follow care instructions
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### 6. Contact Us
For returns, repairs, or complaints, please contact:
– **Email:** [liangren1992@gmail.com](mailto:liangren1992@gmail.com)
– **Phone:** +49 152 06075888
– **Address:** Guangzhou, China (exact address available on request)
– **Business Hours:** Monday–Friday, 9:00 am–5:00 pm (UK time)
Please include your **order number** in all correspondence.
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### 7. Your Statutory Rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection law. For independent advice, visit [www.citizensadvice.org.uk](https://www.citizensadvice.org.uk) or contact your local Trading Standards office.
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### 8. Changes to This Policy
We may update this policy from time to time. The latest version will always be posted on this page. Please check back regularly.
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