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Refund policy


Hemstock’s Jewellers Returns & Refunds Policy (UK‑Compliant)

1. Your Right to Cancel (Online Orders Only)

If you purchased an item online, you have the right to cancel your order for any reason within 14 days of receiving it. To exercise this right, you must notify us by email within the 14‑day period. You then have a further 14 days to return the item to us.

Refunds will be issued within 14 days of receiving the returned item and will be made to your original payment method.

This right does not apply to certain items listed in Section 4.


2. Eligibility for Returns

To be eligible for a return:

  • The item must be in the same condition you received it.

  • It must be unworn, unused, and undamaged.

  • All original packaging, tags, certificates and accessories must be included.

  • Proof of purchase is required.

To start a return, email Returns@Hemstocks.co.uk. Items returned without prior authorisation may be refused.


3. Faulty, Damaged or Incorrect Items

Please inspect your order upon arrival and contact us immediately if:

  • The item is faulty

  • The item is damaged

  • You received the wrong item

We will assess the issue and provide the appropriate remedy under the Consumer Rights Act 2015, which may include a repair, replacement, or refund.

If the item is confirmed faulty or misdescribed, we will also refund reasonable return postage costs.


4. Items That Cannot Be Returned

The following items are non‑returnable, unless faulty:

  • Custom‑made or personalised jewellery

  • Special orders sourced specifically at your request

  • Engraved or altered items (including ring resizing not performed by us)

  • Earrings, for hygiene reasons

  • Gift cards, unless defective

If you are unsure whether your item qualifies, please contact us before returning it.


5. Online Gift Cards

Online gift cards purchased through our website are delivered digitally and are treated as a digital service.

  • Online gift cards are non‑refundable once delivered, unless defective or unusable.

  • If a digital gift card fails to activate or cannot be redeemed, we will repair the issue or provide a replacement.

  • Online gift cards cannot be exchanged for cash.

  • Items purchased using an online gift card can be returned under this policy.

  • Refunds for items purchased using an online gift card will be issued back to the original gift card or as store credit.

  • If a purchase was made using mixed payment methods (e.g., part gift card, part card), refunds will be allocated proportionally.


6. Physical Gift Cards

  • Physical gift cards are non‑returnable unless defective.

  • Items purchased using a physical gift card can be returned under this policy.

  • Refunds will be issued back to the original gift card or as store credit.

  • Cash refunds are not offered for purchases made using a gift card.


7. Exchanges

If you wish to exchange an item, please contact us within 14 days of receiving it. The quickest method is to return the original item and place a new order once your return is accepted.

Custom or personalised items cannot be exchanged unless faulty.


8. Return Shipping

  • Customers are responsible for return postage costs unless the item is faulty or incorrect.

  • Returned items remain your responsibility until delivered to us.

  • We strongly recommend using a tracked and insured postal service.

Return instructions will be provided once your return request is approved.


9. Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method. Please allow 5–10 working days for your bank or card provider to process the refund.


10. Fraud Prevention

Hemstock’s Jewellers operates enhanced security measures, including high‑resolution microscope photography of all items dispatched and returned. These measures protect both our customers and our business from fraudulent activity.

Where fraud is identified, we pursue a zero‑tolerance policy, including legal action where appropriate.


11. Contact Us

For any questions about returns, refunds or exchanges, contact:

Email: Returns@Hemstocks.co.uk Address: Hemstock’s Jewellers Ltd., 37 Market Street, Wymondham, NR18 0AJ, United Kingdom

 

Hemstock’s Jewellers – Warranty & Care Policy (UK‑Compliant)

1. Manufacturer & Store Warranty

All jewellery purchased from Hemstock’s Jewellers is covered by a 12‑month warranty against manufacturing defects.

This warranty covers:

  • Faulty clasps, settings, or mounts

  • Manufacturing flaws

  • Structural defects not caused by wear

This warranty does not cover accidental damage, misuse, or normal wear and tear.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected.


2. What Is Not Covered

The warranty does not apply to:

  • Damage caused by impact, dropping, or mishandling

  • Scratches, dents, or general wear

  • Tarnishing of metals

  • Lost stones caused by accidental damage

  • Damage caused by third‑party repairs or alterations

  • Water damage to non‑water‑resistant watches

  • Batteries, straps, or consumable components

If you are unsure whether your issue is covered, please contact us.


3. Proof of Purchase

A receipt, order confirmation, or other proof of purchase is required for all warranty claims.


4. Warranty Claims Process

To make a warranty claim:

  1. Contact us at Websales@Hemstocks.co.uk with details and photographs of the issue.

  2. We will assess whether the issue appears to be a manufacturing defect.

  3. If accepted, we will provide instructions for returning the item.

  4. Once inspected, we will confirm whether the repair or replacement is covered under warranty.

If the issue is not covered, we will provide a quote for repair where possible.


5. Jewellery Care Guidance

Proper care helps maintain the condition and longevity of your jewellery.

  • Remove jewellery before showering, swimming, or exercising

  • Avoid exposure to chemicals, perfumes, and lotions

  • Store items separately to prevent scratching

  • Clean regularly using a soft cloth

  • Have settings checked periodically, especially for rings with stones

We offer professional cleaning and inspection services in‑store.


6. Watch Warranty

Watches are covered by the manufacturer’s warranty, which may vary by brand. This typically covers manufacturing defects but excludes:

  • Battery depletion

  • Strap wear

  • Accidental damage

  • Water damage where seals have been compromised

Please refer to the warranty booklet supplied with your watch.


7. Repairs Outside Warranty

We offer a full range of repair services, including:

  • Ring resizing

  • Stone replacement

  • Chain repairs

  • Clasp replacement

  • Watch battery replacement

  • Cleaning and polishing

Quotes are provided before any work is carried out.


8. Contact Us

For warranty or care enquiries, contact:

Email: Websales@Hemstocks.co.uk Address: Hemstock’s Jewellers Ltd., 37 Market Street, Wymondham, NR18 0AJ, United Kingdom

Legal entity statement:

HEMSTOCK'S JEWELLERS LIMITED
Company number 04470094
Registered office address 29 London Street, Norwich, Norfolk, England, NR2 1HU