How do I return or exchange purchase? – Chisholm Hunter

Our returns promise

Online Purchases

If your online purchase isn’t quite right, you can return it for a full refund or exchange in line with our returns process. We want you to shop with confidence and love your piece when it arrives.

Products purchased online will come with a tamper-proof returns sticker which allows for the products to be tried on and examined for any faults. To be eligible for a refund, the item must be in its original packaging, complete with any paperwork and have the tamper-proof returns sticker or security tag still intact as received.

In-Store Purchases

We strive to offer the best value and quality to our valued customers. If you purchased an item in one of our stores, our returns policy is as below;

For all refund requests, we will offer a store credit only, valid for 12 months. Store credit is not applicable for finance.

If your purchase is unsuitable and unworn with original tags and packaging, we would be delighted to exchange it within 14 days. This excludes altered, bespoke, special orders, pre-owned items and pierced earrings.

How to start a return

Review the returns process: Follow the steps outlined in our returns process to send your item back to us for a refund or exchange.
Prepare your item: Return the item in its original presentation where possible to help us process your request quickly.
Choose your outcome: Request either a full refund or an exchange for another item.

Items that arrive in less than perfect condition

In the rare occasion your item should reach you in a less than perfect condition, you can contact our friendly Customer Service Team via Chat or telephone on 0333 210 1857 within 30 days of receiving your order to receive an exact replacement if available or a suitable replacement of similar quality and value. If you do not wish the item replaced or exchanged a full refund will be given. In either case, we will refund any postal costs incurred by you in returning a faulty or damaged item. Please make sure you have proof of purchase or order details to hand as it will be asked for by our team. Please be aware it may take several weeks to assess the goods for faults/damages, however we will always aim in resolving the issue as swiftly as possible.

These rights are additional to and do not detract from your statutory rights.

Helpful tips

Keep your documentation: Retain your order confirmation and any relevant paperwork until your return or exchange is completed.
Packaging and presentation: Returning your item with its original presentation helps ensure a smooth experience.

Exclusions

Please be advised that if you, another jeweller, or another company have altered, repaired, or adjusted your received item, you will not be able to return or exchange your item and will not be issued a refund. To retain your buyer protection rights, all work must be carried out by Chisholm Hunter Ltd (or a third-party company working on behalf of Chisholm Hunter Ltd).

Pierced earrings, including earrings with pendant sets, are non-returnable for reasons of hygiene and safety.

Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means we cannot provide refunds or exchanges on items that have been specially made to order for you. Personalised, altered items including adjustments to watch bracelets and straps, and specially ordered items out with our current line of stock are also exempt from refund or exchange. Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly. This does not affect your statutory rights.

If you have purchased a ring from us and had it re-sized by request, it would become non-returnable as it has been altered.