Refund policy

Returns & Refunds Policy

This policy applies to all purchases made through Luvien. Please read carefully before placing your order.

1. Definitions

  • Ready To Ship Jewellery
    Items that are pre-made, already set, and listed as available for immediate dispatch.

  • Made To Order / Bespoke Jewellery
    Any item that is produced specifically for you after an order is placed. This includes (but is not limited to):

    • Rings where the diamond or gemstone is sourced specifically for your order

    • Rings made to your selected finger size

    • Custom mounts, settings, or designs

    • Any ring assembled by a diamond setter specifically for your order

Under UK and EU law, these items are classed as “made to the consumer’s specifications”.

2. Ready To Ship Jewellery (Standard Consumer Rights)

For Ready To Ship items, you are fully protected under the Consumer Contracts Regulations 2013 (UK) and equivalent EU legislation.

Your rights:

  • You may cancel your order within 14 days of receiving the item, for any reason.

  • You must notify us in writing within this 14-day period.

  • The item must be returned unused, unworn, and in original condition.

  • You are responsible for return shipping unless the item is faulty.

Refunds:

  • Refunds are issued within 14 days of receiving the returned item.

  • Original delivery costs are refunded (standard delivery only).

3. Made To Order & Bespoke Jewellery (Important)

No automatic right to cancel

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are:

“Made to the consumer’s specifications or clearly personalised.”

Because our Made To Order rings involve sourcing stones, manufacturing mounts, and hand-setting specifically for your order, these items are non-refundable once production has begun.

This applies to both UK and EU customers.

4. Cancellation During Production (Key Clause)

If you choose to cancel a Made To Order purchase after production has started, you may incur costs.

What this means:

  • If your diamond or gemstone has already been sourced

  • If the mount has entered production

  • If the ring has been partially or fully assembled

We reserve the right to deduct all costs already incurred, including (but not limited to):

  • Diamond or gemstone sourcing costs

  • Manufacturing costs

  • Setter and labour fees

  • Any third-party production charges

In many cases, this may amount to up to 100% of the order value.

No refund will be issued for work already completed.

5. Faulty or Misdescribed Items (Your Legal Protection)

Nothing in this policy affects your statutory rights.

If a Made To Order or Ready To Ship item is:

  • Faulty

  • Not as described

  • Not made with reasonable care and skill

You are protected under the Consumer Rights Act 2015 (UK) and equivalent EU consumer protection laws.

In these cases, we will:

  • Repair the item

  • Replace the item

  • Or issue a refund where legally required

6. Ring Size Accuracy

For Made To Order rings, it is the customer’s responsibility to ensure the correct ring size is provided.

  • Incorrect sizes supplied by the customer do not constitute a fault.

  • Resizing may be possible but is not guaranteed and may incur additional charges.

  • Some designs and stone types cannot be resized.

7. Returns Conditions (Where Applicable)

Where a return is accepted:

  • Items must be returned via fully insured, trackable delivery

  • We are not responsible for items lost or damaged in return transit

  • Returns that show signs of wear, damage, or alteration may be refused

8. Contact

To request a cancellation, return, or report an issue, please contact us in writing at sales@luvien.co.uk