Refunds & Returns

Standard right to cancel / right of withdrawal for goods

If you are a consumer buying at a distance, including a consumer in the United Kingdom or European Union, you normally have the right to cancel or withdraw from your contract for an eligible standard website item without giving a reason.

You may exercise this right from the time the contract is formed until 14 days after the day on which you, or someone nominated by you, receives the goods.

If your order is delivered in separate parcels, lots or pieces, the 14-day period runs from the day after the final parcel, lot or piece is received.

A standard website item is not excluded from this right merely because it is handmade to order.

Service work and the cancellation period

Where we agree repair, resizing, reshaping, restoration, alteration, engraving, design or other service work with you at a distance, you may have a 14-day cancellation period for that service contract starting the day after the contract is made.

If you expressly ask us to begin service work during the cancellation period and you later cancel, you may be required to pay a proportionate amount for work already carried out and any materials already supplied or committed, where the law allows.

If service work has been fully performed during the cancellation period at your express request, and you acknowledged before work began that you would lose the right to cancel once the service had been fully performed, the cancellation right may no longer apply to that service.

This does not affect your statutory rights if services are not performed with reasonable care and skill.

Items excluded from change-of-mind cancellation / withdrawal

The standard change-of-mind cancellation or withdrawal right does not apply to goods that are made to your specification or are clearly personalised. This includes, for example:

• engraved items;
• otherwise personalised items;
• bespoke/offline commissions;
• customer-supplied stone work; and
• any non-standard design, finish, wording, size, stone, material, setting, shape, coat of arms, symbol, emblem or other modification expressly agreed for you outside the standard product-page choices shown on the website.

These exclusions do not affect your statutory rights if an item is faulty, not as described, not of satisfactory quality, damaged in transit, not made in accordance with the agreed specification, or otherwise in breach of your statutory rights.

Returning goods after cancellation or withdrawal

If you cancel or withdraw from an eligible standard website item after it has been dispatched or delivered, you must return it to us within 14 days of telling us that you wish to cancel or withdraw.

Unless the goods are faulty, not as described, damaged in transit or otherwise in breach of your statutory rights, you are responsible for arranging and paying for return shipping, including suitable tracking, insurance and any customs or carrier paperwork required for international returns.

Please contact us first for return instructions at hello [at] welshgold [dot] com, especially if you are returning goods from outside the UK. Contacting us for return instructions does not extend any statutory deadline for sending goods back.

For returns we strongly recommend using an insured, tracked service that provides proof of delivery.

Returned items remain your responsibility until they are received by us.

Refunds after cancellation or withdrawal

If you validly cancel or withdraw before the goods have been dispatched, we will refund any sums paid for the cancelled item within 14 days of receiving your cancellation or withdrawal notice.

If the goods have already been dispatched or delivered, we will refund you within 14 days of receiving the goods back or, if earlier, within 14 days of receiving satisfactory evidence from an established postal, courier or transport provider that the goods have been sent back to us.

Evidence of return must identify the sender, the recipient, the goods or parcel, and the carrier or postal service used. We may ask for further information if the evidence supplied is incomplete or unclear.

We will inspect returned goods promptly after receipt. If the goods have been handled beyond what is reasonably necessary to inspect them, or if they are returned damaged, incomplete or with missing certificates, cards, packaging, tags, accessories or other supplied materials, we may make any deduction from the refund that is permitted by law to reflect the reduction in value or any loss caused.

Refunds will be made to the original payment method, unless we expressly agree otherwise with you.

Where required by law, we will refund the cost of standard outbound delivery. If you chose a premium or express delivery service, any delivery refund may be limited to the cost of our standard delivery service.

Condition of returns and deductions for diminished value

You may handle returned goods only to the extent reasonably necessary to inspect them, in the same way you might in a shop.

If handling goes beyond what is reasonably necessary and the value of the goods is reduced as a result, we may reduce the refund to reflect that diminished value.

Please return the item complete with any packaging, certificates, cards, tags, accessories or other materials supplied with it, where reasonably possible.

Size, fit and selected options

If we make the item in accordance with the size, length or option you selected and you later find that it does not fit or is not the option you wanted, that is not normally treated as a fault. We may still be able to help by resizing, alteration or other service work where feasible.

This does not affect your cancellation or withdrawal rights where the item is an eligible standard website item, nor your statutory rights if the item is faulty, not as described or otherwise in breach of your statutory rights.

Faulty items / not as described / damage in transit

If your item is faulty, not as described, does not do what it is supposed to do, is not of satisfactory quality, or arrives damaged, please contact us as soon as reasonably possible at hello(at)snowdoniawelshgold(dot)com so that we can put matters right promptly.

We may ask for photographs, packaging information or other reasonable information to help us assess the issue.

Please keep the item and its packaging until we have had an opportunity to advise you, especially where damage in transit is alleged.

Nothing in these Terms restricts or removes your statutory rights, including your rights to repair, replacement, price reduction or refund where the law provides them. The remedy available will depend on the circumstances, the nature of the item, the nature of the problem and the time that has passed.

If the issue was caused by accidental damage, misuse, normal wear and tear, failure to follow care instructions, work carried out by someone else, or a specification or wording you approved, it may not be treated as a fault by us. This does not affect any statutory rights that cannot lawfully be excluded or restricted.

Contact us at hello(at)snowdoniawelshgold(dot)com for questions related to refunds and returns.