TGN Jewellers Custom Orders Policy
Last Updated: 16/04/2025
Section 1: Overview of Custom Work
At TGN Jewellers, we offer custom jewellery services for clients who wish to bring a unique vision to life. Our bespoke process is built on collaboration, craftsmanship, and precision. All custom orders are treated as final sale purchases, crafted specifically to the customer’s approved design. By engaging our custom services, you agree to the terms outlined in this policy, which override our standard return and warranty policies where applicable.
Section 2: Definition of a Custom Order
A custom order refers to any jewellery item that has been modified, personalised, or created uniquely for a specific client. This includes but is not limited to design requests involving initials, names, custom dimensions, specific gemstones, material changes, exclusive designs, engraving, resizing beyond standard ranges, or client-submitted sketches. Any product that deviates from our standard in-stock listings is considered custom under this policy.
Section 3: Deposit, Quotation & Payment Terms
Before design work begins, TGN Jewellers will provide a detailed quotation based on client requirements, including estimated production time, materials, and costs. A non-refundable deposit will be required to initiate the design and production process. In most cases, this deposit will range between 30% to 50% of the total value, depending on the scope of work and material requirements. Full payment must be completed before production is finalised. We reserve the right to withhold final delivery until the balance is cleared in full.
For any custom order exceeding £1,000 where payment is made via traditional methods (excluding cryptocurrency), the customer must provide valid government-issued identification along with a recent bank statement dated within the last three (3) months. The purpose of this verification process is to prevent fraudulent transactions and protect both parties. All customer data will be handled securely in accordance with our Privacy Policy. Failure to provide identification and proof of payment source may result in cancellation of the order and forfeiture of any deposits paid.
Section 4: Design Confirmation and Client Approval
Once the design has been finalised and approved by the customer, either through sketch confirmation, CAD rendering, or written agreement, no further changes can be made without written request and confirmation. Any requested changes after design approval may incur additional costs or extend delivery timelines. If new materials or labour are required due to client-requested changes, the original timeline and pricing may be invalidated.
Section 5: Production Timeline
The standard production time for custom orders is a minimum of two (2) weeks from the date of design approval and deposit clearance. Depending on the complexity of the piece, sourcing of stones, or the number of revisions requested, production may take longer. TGN Jewellers will provide estimated timelines in good faith, but these are not guaranteed deadlines. During peak periods or due to supplier delays, production may extend beyond the original estimate. No refunds will be given solely due to extended wait times as long as communication is maintained and work is actively progressing.
Section 6: Cancellations and Refunds
Once a custom order has entered the design or production stage, it is strictly non-cancellable and non-refundable. This includes deposits, full payments, or any partial transactions made toward the custom piece. Clients who wish to cancel before design work begins may request a refund, minus a 15% administrative and consultation fee. However, once design sourcing, CAD rendering, or material procurement has commenced, no refunds will be issued under any circumstance. This policy protects our time, creative services, and material investments.
Section 7: Ownership and Use of Custom Designs
All designs, sketches, renderings, and production drawings created by TGN Jewellers remain the intellectual property of the company unless otherwise agreed in writing. We reserve the right to showcase custom designs in our portfolio, social media, or marketing materials, even if the design was exclusive to a single client. Customers may not reproduce or share designs created by TGN Jewellers with other jewellers for duplication. Breach of this clause may result in legal action.
Section 8: Delivery and Shipping of Custom Orders
Custom orders will be shipped upon completion, following our standard Shipping Policy. Shipping timelines may vary depending on your location, courier capacity, and customs procedures. Once dispatched, the item is fully insured and trackable. TGN Jewellers is not liable for delays in transit once the item has left our facility. We will not issue refunds for delayed deliveries caused by the courier or customs agencies.
Section 9: Post-Delivery Adjustments and Repairs
Custom pieces are not eligible for standard returns or refunds. If a piece is found to have a verifiable manufacturing defect upon delivery, the customer must notify us within forty-eight (48) hours of receipt and submit photo evidence. We will assess the issue and, if appropriate, offer a one-time complimentary repair under our Custom Craftsmanship Guarantee. Adjustments due to customer error (such as wrong ring size or incorrect order details) are not covered and may incur additional charges. All post-delivery repairs are subject to approval and pricing based on the scope of work.
Section 10: Warranty Limitations on Custom Orders
Custom orders are not covered under our Lifetime Warranty. However, each custom piece is protected under our 30-Day Custom Craftsmanship Guarantee, which covers breakage or defects resulting directly from workmanship errors. Any damage caused by accidents, water exposure, third-party resizing, or misuse is not covered. Once this guarantee period expires, repair services are available at the customer's expense. All repairs are subject to a minimum inspection and servicing fee, starting at £99 depending on complexity.
Section 11: Communication and Client Responsibility
All client communication, order progress, and approvals will be documented via email. It is the customer's responsibility to respond to communications within a reasonable timeframe. Failure to approve designs, confirm changes, or respond to queries may result in production delays. If a customer is non-responsive for more than thirty (30) days, the order may be placed on indefinite hold without refund, and materials may be repurposed.
Section 12: Dispute Resolution
Any disputes arising from a custom order will be governed by the laws of England and Wales. Both parties agree to first attempt informal resolution via direct communication. If a resolution cannot be reached, disputes will be handled exclusively in the courts of England. TGN Jewellers will provide documentation of communications, design approvals, payment receipts, and timelines in support of our position. Chargebacks initiated without proper grounds will be treated as breach of contract and pursued legally if necessary.
Section 13: Contact for Custom Order Enquiries
For all custom order-related enquiries, updates, or support, please email tgnjewllers@gmail.com. We aim to respond to all bespoke-related questions within forty-eight (48) business hours. If you are awaiting a design update or approval request, please ensure that you regularly check your spam or promotions folders, as important communications may be filtered.