Christmas Returns Policy
You will then be emailed a completed ‘Returns Form’, which you can then include when returning your item/s. All details of where/how to send your return will be outlined when you are contacted, usually within 24 hours.
You may return your item/s to a Robert Gatward store if you prefer. However, you must still request a ‘Returns Form’ beforehand by emailing [email protected] (detailed above) so we can confirm your return. In store you will need to bring in your completed ‘Returns Form’ that will be provided to you and the store team will be able to effectively issue your refund/exchange. Please note that we will not be able to process your return without a completed 'Returns Form' by a member of our website team.
Items that are purchased in our stores adhere to a different policy, which is outlined in store.
The only exceptions that we cannot refund/exchange are:
1. Gift vouchers
2. Sale/discounted items
3. Earrings for pierced ears
4. Customised items (e.g. personal engraving)
5. Special orders - these include things that cannot be ordered from our website without special request, e.g. engagement rings or wedding rings made to a finger size outside of our standard selection (J, K, L, M, N, O).
An online return will be refunded on the same tender type that was first used.
All items must be returned within 14 days of receiving the item/s.
Items returned outside of this period will not be exchanged or refunded, but will be returned to sender.
Although your statutory rights as a consumer will not be affected, the goods are second hand without the packaging and we may not therefore be able to exchange them voluntarily. You can take the goods out of the packaging to try them out, but don't throw it away. Additionally any free promotional gift issued with an order must also be returned.
The goods must be returned unused, with all labels and tags attached and with their original undamaged packaging. We will consider the condition of the goods being returned when making a refund.
None of the above terms affect your statutory rights when goods are faulty or incorrectly supplied nor does it affect your rights under the Consumer Protection (Distance Selling) Regulations.