Refund policy

Returns & Refunds Policy for Bespoke Jewellery

Important Notice: As our bespoke jewellery pieces are custom-made to your exact specifications (including ring size, engraving, diamond selection, metal type, and design modifications), they are exempt from our standard return policy under UK Consumer Contracts Regulations 2013 (Regulation 28). This ensures the highest level of personalization while complying with laws for made-to-order items.

Non-Returnable Items

•  All bespoke, made-to-order, or engraved jewellery is final sale and non-returnable/non-refundable once production has begun or the item has been completed.

•  This includes rings with custom engravings, resized bands, selected lab-grown diamonds, or any personalized elements.

Exceptions & Remedies

We stand behind the quality of our craftsmanship. If your bespoke piece arrives with a manufacturing defect (e.g., loose stones, faulty setting, or material flaws—not related to your custom specifications):

1.  Contact Us Immediately: Notify us within 48 hours of delivery via email at [ Return@jbjewellerylondon.com ] including photos of the issue.

2.  Inspection & Repair: Return the item (at our expense) for inspection. If a defect is confirmed, we will:

•  Repair the piece free of charge.

•  Replace it with an identical bespoke recreation (production time: 3-4 weeks).

•  Offer store credit for the full amount (excluding shipping) if repair/replacement is not feasible.

3.  Timeline: Remedies will be processed within 14 days of receiving the returned item.

No Refunds for Change of Mind

•  We cannot accept returns or issue refunds for reasons such as:

•  Change in personal preference (e.g., style, fit after confirmation, or colour).

•  Buyer’s remorse.

•  Incorrect size provided by you (we confirm size/engraving post-purchase).

Pre-Production Cancellations

•  If you cancel before production starts (typically within 24 hours of order confirmation), a full refund will be issued minus any non-refundable deposit (if applicable).

•  Deposits for bespoke orders are non-refundable once materials are sourced or design work begins.

How to Proceed with a Concern

1.  Email us with your order number, description of the issue, and photos/videos.

2.  We’ll provide a prepaid return label if needed.

3.  Refunds (where applicable) are processed to your original payment method within 7-10 business days.

We strive for perfection in every custom creation. If you have questions before purchasing, our team is here to help ensure your piece is exactly as dreamed.

Last updated: January 2026. Policies subject to change; your order is governed by the terms at time of purchase.