Refund policy

Refund and Returns Policy

Last Updated: 16/04/2025

Section 1: Overview At TGN Jewellers, we uphold the highest standards of craftsmanship, service, and ethical operations. Our commitment to quality assurance is non-negotiable. Every product is carefully inspected before dispatch. However, we understand that, on rare occasions, a customer may need to return or request a refund for a purchase. This policy governs the conditions under which refunds, returns, and cancellations are permitted. It applies to all purchases made through our online store and supersedes any prior policies or understandings. By purchasing from us, you accept this policy in full and waive any contrary terms or interpretations unless mutually agreed upon in writing.

Section 2: Eligibility for Returns Returns will only be accepted if the item in question is returned within 14 calendar days of confirmed delivery. The product must be in unused, unworn, and unaltered condition with all original packaging and accompanying documentation, including certificates of authenticity and proof of purchase. Items showing evidence of wear, modification, cleaning, mishandling, or any form of alteration will not be accepted. Items returned without original packaging or paperwork may be deemed ineligible. We reserve the right to determine whether a return meets our quality standard for eligibility. Failure to comply with these conditions may result in forfeiture of eligibility for refund or replacement.

Section 3: Items That Cannot Be Returned or Refunded Custom or bespoke orders, including any jewellery made to unique specifications or customised through engraving, resizing, stone selection, or metal alteration, are non-refundable and cannot be returned once production has commenced. Items sold at a discount as part of a final sale, clearance, or flash promotion, as well as gift cards, store credits, and promotional vouchers, are strictly non-refundable. Earrings, due to hygiene concerns, are non-returnable unless defective and returned in sealed condition. Any item returned that shows signs of wear, mishandling, damage, or modification by third-party jewellers will be deemed ineligible for return or refund under any circumstances.

Section 4: Faulty, Incorrect or Damaged Goods In the event that a customer receives an item that is faulty, damaged in transit, or materially different from the order placed, they must notify TGN Jewellers within 48 hours of delivery. Notification must be sent via email to tgnjewllers@gmail.com and include the order number, photographic evidence of the damage or error, and a clear description of the issue. If the claim is verified, TGN Jewellers will offer the customer either a full refund including original shipping costs, a replacement item of equal or greater value, or store credit, depending on product availability and customer preference. Claims submitted after the 48-hour window may be denied. Repeated or abusive claims will be flagged and investigated.

Section 5: Initiating a Return To initiate a return, the customer must submit a formal request via email with the subject line clearly stating “Return Request - Order #[Order Number]”. The request must include a description of the reason for the return and any supporting documents or images. Once approved, the customer will receive the appropriate return instructions. The return must be shipped within five business days of approval, using a tracked and insured courier. The customer is responsible for ensuring the item is securely packaged and protected. TGN Jewellers assumes no responsibility for returns lost or damaged during transit. Returns without prior approval will be rejected and returned to the sender.

Section 6: Refund Process and Method Once a returned item is received and inspected, customers will be notified of the status of their refund. If approved, the refund will be processed to the original method of payment. Customers should allow three to five business days for inspection and a further five to ten business days for the refund to reflect in their account, depending on their financial institution. Refunds will not exceed the original amount paid. Any shipping charges are non-refundable unless the return was caused by our error. If a payment was made using cryptocurrency, the refund will be processed in GBP equivalent to the value of the item at the time of purchase, regardless of any change in cryptocurrency value at the time of refund.

Section 7: No Exchange Policy Due to our high standards in quality control and logistical processes, we do not facilitate exchanges. Customers who wish to purchase an alternative item must follow the return procedure for eligible items and place a new order separately. Returned items must still meet all eligibility conditions to be refunded.

Section 8: Cancellations Customers may cancel an order if the request is made before the order has been fulfilled, packed, or moved to production. Custom orders cannot be cancelled once design confirmation or sourcing has commenced. To cancel an order, customers must email tgnjewllers@gmail.com quoting their order number. If a cancellation is approved, the customer will receive a full refund to the original method of payment, excluding any applicable transaction fees or currency conversion losses.

Section 9: Forfeited and Rejected Returns Returned items received after the return deadline or in unacceptable condition will not be eligible for a refund. If a customer fails to respond within 14 days of notification regarding an ineligible return, the item will be considered forfeited and may be discarded or donated at our discretion. Customers bear the cost of having ineligible items returned to them.

Section 10: Repeated or Abusive Returns Customers who engage in excessive, repeated, or suspicious return activity may be flagged in our system. Such behaviour may include, but is not limited to, high return frequency, submitting altered items, and initiating chargebacks without valid reason. TGN Jewellers reserves the right to deny future purchases, suspend customer accounts, and pursue legal remedies if return policy abuse is detected. Our team monitors activity across all transactions to safeguard against refund fraud.

Section 11: International Returns International customers are required to bear all return shipping costs, customs duties, and clearance fees. Returns should be clearly labelled as “Returned Goods – No Commercial Value” to prevent delays or import tax reassessments. TGN Jewellers will not reimburse any customs charges incurred due to incorrect declarations. International refunds are subject to the same inspection process and timeframes. TGN Jewellers is not responsible for transit delays caused by customs or overseas courier services.

Section 12: Cryptocurrency and Third-Party Payment Platforms Where cryptocurrency is used as a payment method, the refund will be calculated and processed based on the GBP amount paid at the time of purchase. Refunds will not be issued in crypto. TGN Jewellers is not responsible for market fluctuation, exchange rate differences, or transaction gas fees associated with the original or refunded payment. The same principle applies to other third-party platforms including Klarna, PayPal, or digital wallets; refunds will be processed strictly in accordance with the policies of the respective payment provider and always capped to the original GBP value.

Section 13: Contact and Resolution We are committed to resolving all customer concerns in a fair and professional manner. For any issues regarding returns or refunds, please contact tgnjewllers@gmail.com. Our customer support team aims to respond to all queries within 48 business hours. This policy is governed by and interpreted under the laws of England and Wales. All disputes will be subject to the exclusive jurisdiction of English courts.

TGN Jewellers thanks you for your understanding and cooperation. We believe this detailed and robust refund policy helps protect the integrity of our business and the satisfaction of our customers.