Refund policy
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1. INTRODUCTION
At SMYE Fine Jewellery ("SMYE", "Company", "we", "our" or "us"), every piece of jewellery is crafted and delivered with the utmost care and attention to quality. We hope that every purchase made through our website meets your expectations and becomes a cherished part of your collection.
However, we understand that there may be situations where an order needs to be cancelled, a product returned or an exchange or refund requested. This Policy explains the circumstances in which cancellations, returns, exchanges and refunds may be permitted, together with the process applicable to each.
This Policy forms an integral part of our Terms of Use and should be read together with our Shipping & Delivery Policy, Warranty & Repair Policy and other policies published on our website.
2. SCOPE OF THIS POLICY
This Policy applies to all purchases made through the official website of SMYE Fine Jewellery.
Different terms may apply to purchases made through exhibitions, pop-up events, marketplaces, retail partners or other sales channels, unless expressly stated otherwise.
3. ORDER CANCELLATION BY THE CUSTOMER
Customers may request cancellation of an order at any time before the commencement of manufacturing, customisation or dispatch, whichever occurs first.
Where an order has not entered production or dispatch, SMYE shall endeavour to accommodate cancellation requests.
Once manufacturing, engraving, stone setting, customisation or dispatch has commenced, cancellation may not be possible, particularly in the case of customised or made-to-order jewellery.
Cancellation requests shall be subject to verification by SMYE and communicated to the customer at the earliest opportunity.
4. CANCELLATION BY THE COMPANY
SMYE reserves the right to cancel an order where it is unable to fulfil the order due to circumstances including, but not limited to product unavailability; pricing or typographical errors; payment authorisation failure; suspected fraudulent activity; inability to verify customer information; legal or regulatory restrictions; force majeure events; or any other circumstance that renders fulfilment impracticable.
Where an order is cancelled by SMYE after payment has been received, the amount paid shall ordinarily be refunded in accordance with this Policy.
5. RETURN ELIGIBILITY
Subject to the terms of this Policy, eligible products may be returned within [7] days from the date of delivery.
To qualify for a return, the product must:
- be unused and unworn;
- remain free from scratches, dents, alterations or damage;
- be returned in its original condition;
- include the original packaging, certificates, invoices, authenticity cards and any complimentary items supplied with the order; and
- successfully pass the Company's quality inspection.
Return eligibility shall be determined only after inspection of the returned product by SMYE.
Acceptance of a return request does not automatically entitle the customer to a refund or exchange.
6. PRODUCTS NOT ELIGIBLE FOR RETURN
Unless otherwise required under applicable law, the following products shall generally not be eligible for return:
- customised jewellery;
- engraved products;
- made-to-order jewellery;
- bespoke jewellery created to customer specifications;
- products altered at the customer's request;
- earrings and other products where return restrictions apply for hygiene reasons;
- products showing signs of wear, misuse, accidental damage or unauthorised repair;
- products returned without original certificates/ authenticity documents, where such documents are essential for verification;
- products purchased during clearance or final sale events, where expressly identified as non- returnable at the time of purchase.
SMYE reserves the right to determine whether a returned product falls within any of the above categories.
7. EXCHANGE POLICY
Eligible non-customized products may be exchanged once within 15 days, subject to this Policy and successful completion of SMYE’s inspection process.
Exchanges shall ordinarily be permitted only against products of equal or higher value, with the customer paying any applicable price difference.
Where an exchange is approved, the exchanged product shall thereafter be governed independently under the applicable policies in force at the time of the exchange.
SMYE reserves the right to decline exchange requests where repeated exchanges or unusual return patterns indicate misuse of the exchange facility.
8. PARTIAL RETURNS
Where multiple products are purchased under a single order, customers may request the return of one or more eligible products, provided such products independently satisfy the requirements of this Policy.
If an order qualified for promotional pricing, bundled offers or complimentary products based upon the purchase of multiple items, SMYE reserves the right to adjust the refund amount or require return of any complimentary product, where appropriate, so as to preserve the intended commercial benefit of the promotion.
9. PROMOTIONAL OFFERS & COMPLIMENTARY ITEMS
Where an order includes complimentary gifts, promotional items or products supplied without additional charge, such items shall also be returned where the qualifying purchase is returned. If the complimentary product is not returned, SMYE reserves the right to deduct its reasonable value from the amount otherwise refundable.
The treatment of promotional offers shall be governed by the terms of the specific promotion in force at the relevant time.
10. REFUNDS
Refunds shall be processed only after the returned product has been received by SMYE and successfully completed the inspection and verification process in accordance with this Policy.
Where a refund is approved, the amount refundable shall ordinarily be limited to the purchase price actually paid by the customer for the relevant product, excluding any non-refundable charges expressly disclosed at the time of purchase.
Refunds shall generally be made through the same mode of payment originally used for the transaction, unless otherwise agreed between SMYE and the customer or where the original payment method is unavailable.
SMYE shall not be responsible for any delay attributable to banks, payment gateways or other financial institutions involved in processing the refund.
11. REFUND TIMELINES
Once a refund has been approved, SMYE shall endeavour to initiate the refund within seven (7) to ten (10) business days.
The time required for the refunded amount to reflect in the customer's account shall depend upon the policies and processing timelines of the relevant bank, payment service provider or financial institution.
12. PRICE FLUCTUATION OF PRECIOUS METALS
The prices of gold, silver, diamonds and other precious stones are subject to market fluctuations.
Accordingly, where a refund is approved, the amount refunded shall be based on the original purchase price paid by the customer and shall not be adjusted to reflect any increase or decrease in the prevailing market value of precious metals or gemstones occurring after the date of purchase.
13. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If a customer receives a damaged product; a product that appears to have been tampered with during transit; an incorrect product; or a product that materially differs from the order placed, the customer is requested to notify SMYE as soon as reasonably possible and preferably within twenty-four (24) hours of delivery.
Customers should, wherever possible retain the original packaging; take clear photographs of the product and packaging; preserve all accompanying certificates and documentation; and provide any other information reasonably requested by SMYE to facilitate investigation.
SMYE shall review the claim in coordination with its logistics partner or internal quality team and, where the claim is found to be genuine, may offer an appropriate remedy, including replacement, repair or refund, depending upon the circumstances of the case.
Nothing contained herein shall affect any statutory rights available to consumers under applicable law.
14. RETURN PROCEDURE
Customers wishing to initiate a return shall contact SMYE’s customer support team using the contact details provided below.
Upon verification of eligibility, SMYE shall provide appropriate instructions regarding the return process.
Customers shall not dispatch products without obtaining prior authorisation from SMYE, except where otherwise required under applicable law.
Returned products should be securely packaged together with:
- the original invoice;
- authenticity certificates;
- warranty card (where applicable);
- original packaging;
- complimentary items received with the order; and
- any other documents reasonably requested by the Company.
Failure to include the above items may delay processing of the return.
15. INSPECTION & QUALITY VERIFICATION
Every returned product shall undergo inspection by SMYE's quality assurance team. The inspection may include verification of product identity; hallmarking and certification; weight and specifications; gemstone settings; signs of wear or use; alterations or repairs; physical damage; and completeness of accompanying documentation.
The purpose of such inspection is to determine whether the returned product satisfies the eligibility requirements under this Policy.
Where the product is found to be ineligible for return, SMYE shall communicate the reasons to the customer and, where appropriate, arrange for the product to be returned to the customer.
16. FRAUD PREVENTION
SMYE reserves the right to decline return, exchange or refund requests where there are reasonable grounds to believe that the request involves fraudulent activity; abuse of promotional offers; repeated or excessive return patterns inconsistent with normal consumer behaviour; substitution of products; alteration or misuse of the product; submission of false or misleading information; or any other conduct intended to obtain an unfair commercial advantage.
Nothing contained in this clause shall prejudice any rights available to genuine customers under applicable law.
17. INTERNATIONAL ORDERS
International orders shall be subject to the laws, customs requirements and import regulations applicable in the destination country.
Unless otherwise expressly agreed by SMYE, international orders may not be eligible for return, exchange or refund except where an incorrect product has been supplied; the product is materially damaged during transit; or applicable law requires otherwise.
Customers shall remain responsible for customs duties, import taxes and similar governmental charges incurred in connection with international shipments.
18. RELATIONSHIP WITH THE WARRANTY & REPAIR POLICY
This Policy governs requests relating to the cancellation of orders, return of products, exchanges and refunds.
Requests relating to manufacturing defects, workmanship, repair services, stone replacement, after-sales support or warranty coverage arising after the applicable return or exchange period shall be governed by SMYE's Warranty & Repair Policy, as amended from time to time. Nothing contained in this Policy shall limit or prejudice any rights or remedies available to customers under the applicable Warranty & Repair Policy or under applicable law.
19. POLICY UPDATES
SMYE reserves the right to amend or update this Policy from time to time in order to reflect changes in business operations, legal requirements, industry practices or customer service processes.
Any revised version shall become effective upon publication on SMYE's website unless otherwise specified.
Customers are encouraged to review this Policy periodically.
19. CONTACT US
For any questions relating to return, refund, cancellation or this Policy, please contact us at the following email address smyefinejewellery@gmail.com
