Refund policy

Returns & Refunds Policy

We take great care in creating each piece of jewellery by hand. Please read this policy carefully before placing your order.

Handmade Jewellery

All of our jewellery is handmade.

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are made to the customer’s specifications or clearly personalised.

This means that made-to-order or personalised items cannot be returned or refunded unless they are faulty or not as described.

Faulty or Misdescribed Items 

Your statutory rights are protected under the Consumer Rights Act 2015.If your jewellery is:

  • Faulty
  • Damaged
  • Not as described

you are entitled to a repair, replacement, or refund, depending on the circumstances.

Please contact us as soon as possible after delivery at support@pfpjewellery.com with:

  • Your order number
  • A description of the issue
  • Photos if available (this helps us resolve things quickly)

You are not limited to reporting faults within 48 hours.
This policy does not affect your statutory rights.

Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

  • The cancellation period expires 14 days from the day after you receive your item
  • Once you notify us of cancellation, you then have a further 14 days to return the item

To cancel your order, please email us at support@pfpjewellery.com with your order number.

Return Conditions

Returned items must be:

  • Unworn and unused
  • In original packaging
  • Notify support@pfpjewellery.com within 14 days of receiving the order, plus 14 days to return the item

We reserve the right to refuse a refund if the item shows signs of wear or damage caused after delivery.

Refunds 

If your return is approved:

  • Refunds will be issued to the original payment method
  • Refunds will be processed within 14 days of receiving the returned item or your cancellation notice
  • Where possible, we aim to process refunds within 5 working days

Return Shipping

  • Customers are responsible for return postage for non-faulty items
  • We recommend using a tracked service, as we cannot be responsible for items lost in transit
  • If an item is confirmed as faulty, we will refund reasonable return postage costs

Exchanges

If you would like to exchange an item for a different size or style, please contact us at support@pfpjewellery.com and we will be happy to help, subject to availability.

Exchanges are offered at our discretion and may incur additional costs.

Faulty or Damaged Items

Your rights are protected under the Consumer Rights Act 2015.

You are entitled to a repair, replacement, or refund, depending on the circumstances.

If your item is:

  • Faulty
  • Damaged
  • Not as described

Please contact us at support@pfpjewellery.com as soon as possible with:

  • Your order number
  • A description of the issue
  • Photos if available (to help us resolve the issue quickly)

This policy does not limit your statutory rights.

Contact Us

Customers are responsible for return postage unless the item is faulty.

📩 Contact: support@pfpjewellery.com

PFP Jewellery

124 City Road 

EC1V 2NX - London United Kingdom

Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.