Returns & Faults Policy
At Recreation Jewels, we take great pride in the quality of our jewellery and the experience we provide to every customer. If something isn’t quite right with your order, we’re here to help.
Because our jewellery is worn close to the body, we operate strict hygiene standards. Please read the policy below carefully before requesting a return.
Returns & Exchanges
For hygiene reasons, we are unable to accept returns or exchanges on any jewellery that has been worn.
If you have ordered an item in error or would like to return an unworn item, you must contact us within 14 days of delivery or in-store purchase. Returned items must be unworn, in their original condition and in their original packaging.
Under UK law, you have the right to cancel your online order within 14 days of receiving it for any reason.
To be eligible for a refund under this right:
You must notify us within 14 days of delivery
The item must be returned to us within 14 days of cancellation
The item must be:
Unworn
Unused
In its original packaging
In resaleable condition
Once we receive and inspect the return, we will issue a refund to your original payment method within 14 days.
For in-store purchases, approved returns will be issued as store credit, which can be used on any future purchase. Store credit does not expire. We reserve the right to refuse returns that show signs of wear or use. Customers are responsible for return shipping costs for non-faulty items. We do not offer cash refunds for change-of-mind returns.
How To Open A Return
1. If you would like to return your order and it meets the above criteria, please email us at customerservice@recreationjewels.co before sending your item back so we can open the returns process.
2. All returns must be sent using a tracked shipping service, and the tracking details must be shared with us via email once your return has been dispatched. If you do not provide us with the tracking details, this may delay the returns process due to delivery times being missed.
Please note that items remain the customer’s responsibility until they have been successfully delivered back to us. We are unable to issue a refund for returns that are lost in transit or do not arrive.
3. To be eligible for a refund, items must be returned in their original, unworn, and resaleable condition, with all original packaging included. Returns that do not arrive, or arrive in a non-resaleable condition will not be eligible for a refund.
4. Once we receive and approve of your return, we will issue you a refund or store credit, depending on your preference
Faulty Items
If you believe your item is faulty, please contact us within 30 days of delivery with your order number and clear photos or a video showing the issue. Our team will review the information and confirm the next steps.
If an item is confirmed to be faulty, we will offer either a replacement, a repair or a refund, depending on the situation. Refunds are only issued for genuine manufacturing faults and not for general wear and tear.
What Is Not Considered a Fault
Jewellery is subject to natural wear over time. We are unable to offer replacements, refunds or store credit for tarnishing or fading caused by chemicals, perfumes, lotions or cleaning products, damage caused by impact, pulling, bending or improper storage, lost stones, broken chains or snapped clasps after wear, or discolouration caused by water exposure to non-waterproof styles.
Some of our pieces are waterproof, however certain styles including Diana’s Necklace, Aurora’s Charm and Ruby’s Signet Ring are not waterproof and should not be exposed to water.
Normal wear and tear is not considered a fault.
Time Limits
All return or fault requests must be reported within 14 days of delivery. We are unable to offer store credit, replacements or refunds for items reported outside this period.
How to Return a Faulty Item
Once our customer service team has approved a return, you will be given a return address and instructions.
Please include a returns note inside your package with your full name, order number, reason for return and your return address. Returns sent without this information may be delayed or rejected. Our team cannot link social media messages to physical returns, so this note is essential.
Processing Times
We aim to process all approved returns as quickly as possible. As a small business, replacement and repair timeframes may vary depending on stock availability, but we will keep you updated throughout the process.
If you have any questions, our customer service team is always happy to help. Thank you for supporting Recreation Jewels 💫