Refund policy

RETURN AND REFUND POLICY

We hope you are delighted with your Calm Waters Keepsakes jewellery. If you need to return an eligible item, please contact us through our Contact page before sending it back.

RETURNS AND CANCELLATIONS

For non-personalised items, you may cancel your order within 14 days of receiving it. After notifying us, you have a further 14 days to return the item.

Returned jewellery should be unworn and carefully packaged, preferably in its original gift box. We may make a reasonable deduction if an item has been handled beyond what is necessary to inspect it and its value has been reduced.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost and safe return of the parcel. We recommend obtaining proof of postage.

PERSONALISED AND CUSTOM-MADE ITEMS

We cannot accept cancellations or returns for jewellery that has been personalised, engraved, filled with customer-supplied materials or specially made to the customer’s requirements, unless it is faulty, damaged or not as described.

Natural gemstones vary in colour, pattern and markings. These natural differences make every piece unique and are not considered faults.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please contact us as soon as possible if your order arrives damaged, faulty or incorrect. Include your order number and photographs where possible so we can help resolve the issue.

Your statutory rights are not affected by this policy.

REFUNDS

Once your return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method. Where applicable, the original standard delivery charge will also be refunded. Any additional amount paid for an upgraded delivery service is not refundable.

Refunds will be processed within 14 days of receiving the returned item, or receiving acceptable evidence that it has been sent back.

EXCHANGES.

We do not offer direct exchanges. If you would like a different item, please return the eligible original purchase and place a new order separately.

RETURN ADDRESS

Please contact us before returning an item. We will provide the correct return address and instructions.