Refund policy

We want you to be completely satisfied with your purchase. If for any reason you wish to return an item, we are here to assist. Please review the information below to ensure a smooth and efficient process.

Eligibility for Returns

You may return eligible 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:

  • Unused, undamaged, and in resalable condition
  • Returned in original packaging
  • Hygiene seals (where applicable) remain intact and unbroken

How to Start a Return

To initiate a return, please contact us at customer@jiivan.co.uk with your order number and details of the item(s) you wish to return.

Our team will provide clear instructions on how and where to send your item(s).

Postage & Shipping Costs

Return shipping costs are the responsibility of the customer.

We recommend using a tracked or recorded delivery service, as we are unable to accept responsibility for items lost or damaged in transit.

Refund Process

Once your return has been received, it will be inspected to ensure it meets the eligibility criteria.

  • Refunds are processed within 10 working days of receiving your return
  • Refunds will be issued to your original payment method
  • You will receive confirmation via email once processed

Non-Refundable Items & Costs

Please note:

  • Original shipping costs are non-refundable
  • Items not returned in original condition may not qualify for a full refund
  • Earrings and other pierced jewellery items are non-returnable

Cancellations

Orders may be cancelled within 1 hour of purchase.

After this time, your order may already be processed for dispatch. If you still wish to cancel, you will need to follow the returns procedure once the order has been delivered.

Sale Items

Special Sale Items
Items marked “Special Sale” are non-returnable and non-exchangeable unless faulty or not as described.

Clearance Sale Items
Items marked “Clearance Sale” are final sale and cannot be returned or exchanged unless faulty or not as described.

Discount Codes

  • Only one discount or promotion may be applied per order
  • Discount codes cannot be combined with sitewide promotions unless stated
  • If not applicable during a promotion, codes may be used on future orders

Price Adjustments

We do not offer price adjustments for items purchased prior to promotional periods. All prices are final at the time of purchase.

Exchanges

We do not currently offer exchanges.

If you wish to purchase a different item, we recommend placing a new order. Refunds for returned items will be processed once the original item has been received and inspected.

Faulty or Damaged Items

We are committed to delivering items of the highest quality. If you receive a faulty, damaged, or incorrect item, we will resolve the issue promptly in line with your statutory rights.

Please contact us at customer@jiivan.co.uk as soon as possible.

Reporting an Issue

  • Notify us within 7 days of delivery
  • Provide clear photographic evidence
  • Include your order number and a brief description

Inspection & Resolution

Returned items will be inspected upon receipt.

If a manufacturing fault is confirmed, we will offer a repair, replacement, or refund, depending on your preference and eligibility.

Timeframe for Faulty Claims

UK Customers
Under the Consumer Rights Act 2015:

  • Within 30 days: eligible for a full refund if faulty
  • Within 6 months: eligible for repair or replacement (or refund if not possible)

International Customers
Local consumer laws may apply and may differ from UK regulations.

Exclusions

Items will not be considered faulty if damage results from:

  • Misuse or mishandling
  • General wear and tear
  • Accidental damage after delivery

How to Proceed

To report a faulty or damaged item, please provide:

  • Order number
  • Photos of the issue
  • A brief description

Once reviewed, we will guide you through the next steps and provide an appropriate resolution.

Your Statutory Rights

This policy is in accordance with the Consumer Rights Act 2015.

Your statutory rights remain unaffected, including the right to a repair, replacement, or refund where goods are not as described, of satisfactory quality, or fit for purpose.