Refund policy

RETURNS & EXCHANGES

Please read carefully before placing your order.

Your Statutory Rights You have the right to cancel your order within 14 days of delivery without giving any reason under the Consumer Contracts Regulations 2013. This does not affect your statutory rights for faulty, damaged, or misdescribed items.

Return Window 14 days from delivery date for eligible items.

Items Excluded from Returns

✧ Earrings and other intimate items I do not accept returns on earrings or pierced jewellery due to hygiene reasons, in line with UK consumer protection regulations.

✧ Made-to-order pieces Made-to-order or custom pieces are non-returnable. These items are crafted specifically for you and cannot be resold.

✧ Insurance add-ons Insurance add-ons are non-refundable once delivery is completed.

✧ Items marked as final sale

Natural pearl characteristics All pearl products feature natural surface variations, blemishes, and irregularities. These are inherent characteristics of genuine pearls, not manufacturing defects. While you retain your 14-day cancellation rights, natural pearl characteristics are not considered faults or defects.

All Other Items Returns are accepted within 14 days of delivery, provided the item is returned in its original condition (tags attached and in original packaging), unused and undamaged.

Costs & Fees

  • Original shipping costs: Non-refundable (except for faulty/misdescribed items or our errors)
  • Return shipping: Buyer responsibility - must use tracked method with appropriate insurance
  • Restocking fee: 15% applies to all eligible returns
  • Inspection: Items subject to inspection upon return

Return Process To request a return, please contact me via email within 14 days of delivery. I will provide return instructions and address.

Damage Claims I inspect and carefully package every item prior to dispatch. If your item arrives damaged, please contact me within 48 hours of delivery with photos.

Refunds Refunds processed 5-10 business days after receipt and inspection of returned items. Refunds issued to original payment method. I reserve the right to refuse refunds if return conditions are not met.

Contact Information info@cathayanfinds.co.uk