Returns & Refunds Policy

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Last updated:  July 2026

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Thank you for shopping with Marshalls Jewellery Ltd. We want you to love your jewellery. If you are not completely satisfied, we are here to help you in full compliance with UK consumer law.

1. Right to Cancel (14-Day Cooling-Off Period)

When buying jewellery online, you have a statutory right to change your mind without giving a reason for returns, refunds & repairs for online jewellery orders.

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• The Notification Window: You have 14 days from the day you receive your jewellery to notify us via Email/Portal for returns, refunds & repairs for online orders.

• The Return Window: Once you have notified us, you have a further 14 days to return the items to us.                 

2. Strict Jewellery Exemptions (No Returns for Change of Mind)

In line with UK distance selling exemptions, we cannot accept "change of mind" returns for:

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• Pierced Jewellery & Earrings: For hygiene reasons, earrings and body piercings cannot be returned if the item has been worn.

• Bespoke & Personalised Pieces: Any items custom-made to your size, heavily modified, or personalized with custom engravings.                                                                                                                                                          

3. Condition of Returned Jewellery

To receive a full refund upon a change of mind:      

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• Items must be unworn, unmarked, and in their original pristine condition.

• Jewellery must be returned in its original presentation box or pouch, along with any certificates of authenticity (e.g., diamond grading reports).

• Note: We reserve the right to deduct money from your refund if the jewellery has been handled excessively or shows signs of wear.                                                                                                                                                      

4. Faulty, Damaged, or Incorrect Items

Your rights are fully protected under the Consumer Rights Act 2015. If your jewellery develops a manufacturing fault, arrives damaged, or is not as described, the following timescales apply:

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• Within 30 Days of Delivery: You are entitled to an immediate full refund, or a repair/replacement if you prefer.

• After 30 Days (Up to 6 Months): We are entitled to an opportunity to repair or replace the item Returns, Refunds & Repairs for Online Jewellery Orders. If we cannot successfully fix or replace it, you will receive a full or partial refund.

• Please note: Accidental damage, wear-and-tear, or tarnishing from perfumes/showering are not classed as manufacturing faults.                                                                                                                                                      

5. Refund Processing

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• Once received and inspected, we will issue your refund to your original payment method within 14 days.          

6. Return Shipping Costs

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• Change of Mind: You are responsible for paying the return shipping costs. We strongly recommend using a tracked service (like Royal Mail Special Delivery) to insure high-value jewellery against loss in transit.

• Faulty Items: We will cover or reimburse all reasonable return shipping costs via Royal Mail Special Delivery    

How to Request a Return

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Contact us at marshalljewellery@gmail.com with your order number, name, and details of the item you wish to return.

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