Refund Policy

We want you to be completely satisfied with your jewellery purchase. If for any reason you wish to return your item, we are happy to assist. Please read our returns policy carefully to ensure a smooth process:

Eligibility for Returns

You are entitled to return items within 14 days of receiving your order, in accordance with the Consumer Contracts Regulations 2013. To qualify for a refund, items must meet the following conditions:

  • The item must be unused, undamaged, and in resalable condition.
  • The item must be returned in its original packaging.
  • Hygiene seals (where applicable) must remain intact and unbroken.

How to Start a Return

To begin the return process, please contact us at customer@jiivan.co.uk with your order number and the details of the item(s) you wish to return. We will then provide you with clear instructions on how and where to send the item(s) back.

Postage and Shipping Costs

  • Return postage costs are the responsibility of the customer. Unfortunately, we are unable to cover the cost of returning items.
  • We strongly recommend that you use a tracked or recorded delivery service when returning your item(s), as we cannot be held responsible for items lost or damaged in transit.

Refund Process

Once we receive your returned item(s), we will inspect them to ensure they meet the eligibility criteria outlined above.

  • Refunds will be processed within 10 working days from the date we receive your returned item.
  • The refund will be credited to the same payment method you used when placing the order.
  • You will be notified via email once your refund has been processed.

Non-Refundable Costs

Please note the following:

  • Original shipping costs are non-refundable.
  • Items not returned in original condition, including those that are damaged or missing packaging, may not qualify for a full refund.
  • Earrings and other pierced jewellery items are non-returnable.

Cancellations

We are unable to accept cancellations after 1 hour from the time of placing your order. This is because your order may already be packed and ready for dispatch shortly after the purchase.

If you wish to cancel your order after this time, you will need to follow the returns procedure outlined above. This will involve receiving your order and then initiating a return for a refund, minus any applicable shipping fees.

Special Sale Items

All items marked “Special Sale” are non-returnable and non-exchangeable unless faulty or not as described. This applies even if the item is restocked at a later date. 

Clearance Sale Items

All items marked “Clearance Sale” are treated as Final Sale and cannot be returned or exchanged unless faulty or not as described. Please check all product details carefully before purchasing, as these pieces will not be restocked.

Discount Codes

Discount codes cannot be used in conjunction with sitewide sales, promotions or other automatic discounts unless explicitly stated.

Only one discount or promotion can be applied per order. If a discount code is valid during a sale, this will be clearly mentioned at the time of promotion.

We recommend using your discount code on future orders if it is not applicable during a promotional period.

Price Adjustments

We do not offer price adjustments for items purchased before a sale or promotional period. All prices are final at the time of purchase. Thank you for your understanding.

Exchanges

At this time, we do not offer exchanges on any items. If you receive a faulty, damaged, or incorrect item, we will gladly assist you with a refund or replacement as per our returns policy.

If you'd like to order a different item, we recommend placing a new order for the desired product. Should you need a refund for a returned item, it will be processed as per our Returns Policy and the original item must be returned before the refund is issued.

We apologise for any inconvenience this may cause and are happy to assist with any issues you may encounter with your order.

Faulty or Damaged Items

We are committed to delivering high-quality items. However, if you receive a faulty, damaged, or incorrect item, we will take immediate action to resolve the issue in accordance with your statutory rights under UK law, specifically the Consumer Rights Act 2015. For international orders, please be aware that local consumer laws may apply, which could differ from those in the UK.

Reporting Faulty or Damaged Items

  • Inspect your order immediately upon receipt. If any items are defective, damaged, or if you receive the wrong item, please contact us immediately at customer@jiivan.co.uk.
  • Photographic evidence of the fault or damage is required within 7 days of receiving your order. This allows us to assess the issue and resolve it quickly.

Inspection and Resolution

  • Once we receive the returned item, we will perform a thorough inspection.
  • If the item is found to be damaged or faulty due to manufacturing defects, we will offer a replacement, exchange, or refund, as per your preference.

Your statutory rights under the Consumer Rights Act 2015 entitle you to a repair, replacement, or refund if the item is faulty or does not meet the description at the time of delivery.

Timeframe for Faulty Claims

For UK Customers:

  • According to the Consumer Rights Act 2015, you are entitled to a full refund if the item is faulty and you return it within 30 days of receiving it.
  • If the item is found to be faulty after 30 days but within 6 months of receipt, you are entitled to a repair or replacement at no additional cost. If a repair or replacement is not possible, a refund will be issued. (Please see Exclusions below, where this will not apply).

For International Customers:

  • While we adhere to UK policies regarding faulty or damaged items, local laws may provide additional consumer rights or procedures for faulty goods. These will take precedence in case of a dispute.

Exclusions

  • Items damaged due to misuse, wear and tear, or accidental damage (such as exposure to chemicals, physical damage, or mishandling) are not considered manufacturing defects and will not be accepted as faulty.
  • The Consumer Rights Act 2015 specifies that items are considered faulty if the issue exists at the time of delivery. Damage that occurs after the item has been delivered due to misuse or normal wear and tear does not qualify for a refund or replacement under UK law.

How to Proceed

If you believe your item is faulty or damaged at the time of arrival, please contact us immediately at customer@jiivan.co.uk. To process your claim efficiently, we will need the following:

  • Order number
  • Photos of the damage or fault
  • A brief description of the issue

Once we confirm that the item is indeed faulty or damaged upon arrival, we will guide you through the return process. Depending on the outcome of our inspection, we will offer a repair, replacement, or refund, in line with your preference and in accordance with the Consumer Rights Act 2015 (for UK customers) or applicable local consumer laws (for international customers).

Please note: If the item is damaged or faulty after delivery (i.e., during use or due to wear and tear), this may not be covered under the policy. Items must be faulty or damaged at the time of delivery to qualify for a return, repair, replacement or refund.

We are committed to resolving any issues promptly and in accordance with your consumer rights. If you have any questions or need further assistance, please don’t hesitate to contact us.

Your Statutory Rights

This policy is in accordance with the Consumer Rights Act 2015 for UK customers. The Act ensures that you have the right to request a repair, replacement, or refund for faulty goods that do not meet the description or quality standards outlined at the time of purchase.