Refund policy
RETURNS & REFUNDS
At CHAIN, we want you to feel confident in your purchase. This Returns & Refunds Policy explains your rights and how returns, exchanges and refunds are handled.
1. RIGHT OF WITHDRAWAL
If you are a consumer purchasing online, you generally have the legal right to withdraw from your purchase without giving a reason within 14 days.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the product.
If multiple items from the same order are delivered separately, the withdrawal period begins after receipt of the last item where applicable under consumer law.
To exercise your right of withdrawal, you must inform us of your decision within this period.
You can submit a return request through your CHAIN customer account. If you experience any difficulty, you can also contact us at:
info@chainjewellery.com
After notifying us of your withdrawal, you must return the product within 14 days.
2. RETURN CONDITIONS
During the withdrawal period, you may inspect and try the product only to the extent necessary to establish its nature, characteristics and functioning, similar to what would reasonably be permitted in a physical store.
Please return the product carefully and securely packaged.
Where applicable, all accessories, certificates and documents supplied with the product should also be returned.
The absence of the original packaging does not automatically affect your statutory right of withdrawal.
However, you may be responsible for any reduction in value resulting from handling the product beyond what is necessary to inspect it.
3. JEWELLERY & LAB-GROWN DIAMONDS
Where the statutory right of withdrawal applies, it also applies to eligible CHAIN jewellery, including gold and sterling silver jewellery and jewellery set with lab-grown diamonds.
If your jewellery was supplied with an individual diamond certificate or other accompanying documentation, this should be returned together with the product.
Missing or damaged certificates, documents, accessories or other supplied components may be taken into account where, and to the extent that, their absence or condition causes an actual reduction in the value of the product.
4. PERSONALISED & CUSTOM-MADE JEWELLERY
The statutory right of withdrawal does not apply where a legal exception applies.
This may include jewellery that has been made according to your individual specifications or has been clearly personalised specifically for you, such as jewellery with a personal engraving or a genuinely bespoke design.
Choosing from standard options offered by CHAIN, such as a standard ring size, metal colour or other standard product option, does not by itself automatically remove your statutory right of withdrawal.
Where a product is excluded from the statutory right of withdrawal because it is genuinely personalised or custom-made, this will be clearly communicated before you place your order.
This does not affect your statutory rights if a personalised or custom-made product is defective, damaged or does not conform to the agreement.
5. RETURN SHIPPING
For eligible returns under the statutory right of withdrawal, the customer is responsible for arranging and paying the direct cost of return shipping unless otherwise stated.
Because jewellery can be valuable, we strongly recommend using a tracked and appropriately insured shipping service.
Please retain your proof of shipment until your return and any applicable refund have been completed.
Please do not send jewellery to any address unless the return instructions and return address have been provided or confirmed by CHAIN.
If you receive an incorrect, damaged or defective product for which CHAIN is responsible, please contact us at:
info@chainjewellery.com
Where legally required, CHAIN will provide an appropriate solution without charging you the applicable return costs.
6. DAMAGED, INCORRECT OR DEFECTIVE ITEMS
Please inspect your order as soon as reasonably possible after delivery.
If you receive an incorrect item, or if your jewellery arrives damaged or defective, contact us at:
info@chainjewellery.com
Please include your order number and, where relevant, clear photographs of the item and packaging so that we can assess the issue efficiently.
Nothing in this policy limits your statutory rights regarding products that do not conform to the agreement.
7. REFUNDS
If you validly exercise your statutory right of withdrawal, we will refund the amounts due to you within the legally required period.
We may withhold the refund until we have received the returned product or until you provide evidence that you have sent it back, whichever occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
No fee will be charged for processing the refund.
If you return your entire order, any standard outbound delivery costs that must be refunded by law will also be refunded.
If you selected a more expensive delivery method than the least expensive standard delivery method offered by us, we are not required to refund the additional cost of that premium delivery method where permitted by law.
8. DIMINISHED VALUE
You are only responsible for any reduction in the value of a returned product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Trying on or reasonably inspecting jewellery within the limits of the statutory right of withdrawal does not automatically result in a deduction from your refund.
9. EXCHANGES
If you would like to exchange an eligible item for another size or variation, please contact us at:
info@chainjewellery.com
Exchanges are subject to availability.
Requesting an exchange does not limit your statutory rights.
10. ORDER CANCELLATIONS
Where available, you may submit a cancellation request through your CHAIN customer account within 24 hours of placing your order.
A cancellation request does not automatically mean that the order has been cancelled. We will review the request and confirm whether cancellation is still possible.
If your order has already entered processing or production, cancellation may no longer be possible.
The availability or expiry of the self-service cancellation option does not limit any statutory consumer rights that may apply to your purchase.
For assistance with an order, contact:
info@chainjewellery.com
11. STATUTORY GUARANTEE
Nothing in this policy limits your statutory consumer rights.
Products must conform to the agreement and meet the standards that you may reasonably expect considering, among other things, their description, price, nature and other relevant circumstances.
If a product does not conform to the agreement, you retain the statutory remedies applicable to your situation.
12. HOW TO MAKE A RETURN
You can submit a return request through your CHAIN customer account.
Sign in to your customer account, select the relevant order and follow the available steps to request a return.
Once your request has been reviewed, you will receive further return instructions where applicable.
For eligible returns, customers are responsible for arranging and paying for return shipping unless the item is incorrect, damaged or defective and CHAIN is responsible.
Because jewellery can be valuable, we strongly recommend using a tracked and appropriately insured shipping service and keeping your proof of shipment until your return has been completed.
Please do not send jewellery to any address unless the return instructions and return address have been provided or confirmed by CHAIN.
If you experience any difficulty submitting a return request, you can contact us at:
info@chainjewellery.com
Submitting a return request does not automatically mean that the return has been accepted. Eligibility will be assessed in accordance with this Returns & Refunds Policy and your applicable statutory rights.
13. CONTACT
For questions about returns, exchanges, cancellations or refunds, contact:
CHAIN
Email: info@chainjewellery.com
Further company and contact information can be found on our website and in our Terms & Conditions.