Returns, Refunds & Repairs for Online Jewellery Orders (UK Laws Explained)

Buying jewellery online feels amazing… until you realise you’re not quite sure what happens if it doesn’t fit, arrives damaged, or you simply change your mind.

As a jewellery designer and founder of argent + asher, I spend a lot of time talking clients through their rights on returns, refunds and repairs, especially for personalised pieces like gold name necklaces and diamond initials. The laws are there to protect you, but they’re often written in a way that’s anything but clear.

This guide is part of my series on buying jewellery online confidently, including my article, the Ultimate Guide to Confidently Buying Fine Jewellery Online, and it’s written to make the legal side simple so you can buy jewellery without second-guessing every click.

At a Glance: Your Rights for Online Jewellery Orders

Under UK law, two main sets of rules apply when you buy jewellery online:

• Consumer Contracts Regulations - give you a 14-day cooling-off period for most online purchases, plus another 14 days to send items back.  Citizens Advice explains your cooling-off rights here.
• Consumer Rights Act 2015 - protects you if jewellery is faulty, not as described, or not fit for purpose. That covers refunds, repairs and replacements.  See Citizens Advice on faulty goods.

The complication? Personalised and bespoke jewellery is treated differently, and earrings have extra hygiene rules. Let’s walk through what that means in real life.

1. The 14-Day Cooling-Off Period: When You Can Change Your Mind

For most online jewellery purchases, you do have a legal “change your mind” window. Under the Consumer Contracts Regulations, you usually get:

• 14 days from the day after your order arrives to tell the retailer you’re cancelling, and
• another 14 days to send the jewellery back.

If you do that, the retailer should refund:

• the full purchase price, and
• the basic delivery cost (if you chose express or premium shipping, only the standard cost is guaranteed).

Citizens Advice has a clear guide on cooling-off rights here:  Changing your mind about something you’ve bought.

However, jewellery has two important exceptions: personalised pieces and earrings.

3. Faulty Jewellery: Refunds, Repairs & Replacements Under UK Law

The Consumer Rights Act 2015 says all goods - including jewellery, must be:

• As described
• Of satisfactory quality (taking into account price and materials)
• Fit for purpose

If your jewellery doesn’t meet those tests, your rights look like this:

Within 30 days: your short-term right to reject

If an item is faulty, damaged or clearly not what was promised, you can generally:

• Reject the item and ask for a full refund, and
• Have your basic delivery cost refunded too.

From 30 days to 6 months: repair or replace first

After the first 30 days, the retailer normally gets one chance to:

• Repair the jewellery, or
• Replace it with a like-for-like piece.

If they can’t fix the problem in a reasonable time or the repair fails, you can usually move to a refund. In the first six months, the law often assumes the fault was there from the start unless the retailer can prove otherwise.

Up to 6 years: long-term issues

For high-value pieces like engagement rings, diamond name necklaces and heirloom pendants, you may still have rights years later if they don’t last a “reasonable” length of time.

In most of the UK you can make a claim under the Consumer Rights Act for up to six years (five in Scotland), although any refund is usually reduced to reflect the use you’ve had.  Citizens Advice covers faulty goods and time limits here.

5. Earrings, Piercings & Hygiene Rules

Earrings and other pierced jewellery are often treated differently because of hygiene. Retailers typically say:

• You can return earrings during the cooling-off period only if the hygiene seal and packaging are still fully intact.
• Once that seal is broken or the item has been tried on, they’re usually non-returnable unless faulty.

This is in line with how hygiene-related goods are treated under the Consumer Contracts Regulations. You can see more detail in consumer guides such as  Which? on Consumer Contracts Regulations.

Faults, however, are always covered. If a post snaps, a stone falls out, or the closure fails, your rights under the Consumer Rights Act still apply.

7. How Argent & Asher Handles Returns, Refunds & Repairs

At Argent & Asher, almost everything we create is personalised or bespoke, from diamond name necklaces to zodiac pendants and birthstone initials. That means most orders fall under the personalised exemption to the standard 14-day cooling-off period.

Even so, my approach is always built on clarity and long-term trust:

• Design previews before we start work, so you can approve your layout, spelling and stone positions.
• Clear written specifications for metals, gemstones and sizing.
• Realistic guidance on how pieces will wear over time.
• Support with repairs and aftercare, so your piece can be loved for decades, not months.

For me, the goal is simple: you should never feel like you’re taking a gamble. A personalised piece should feel exciting and secure, never stressful.

Can I return personalised jewellery bought online?

Usually no, if you’ve simply changed your mind. Bespoke and personalised pieces, like gold name necklaces and engraved rings are normally exempt from the standard 14-day cooling-off period because they’ve been made specifically for you.

However, if a personalised item is faulty, not as described or poorly made, your rights under the Consumer Rights Act still apply. You can find more detail on bespoke goods from sources like  Gov.uk’s guidance for retailers.

What if my name is spelt wrong on a personalised necklace?

If the mistake is the jeweller’s fault (for example, they ignored your approved design or misspelled a name), the piece is not as described. In that case you can usually insist on:

• a correct replacement, or
• a refund if they can’t put things right in a reasonable way or timeframe.

Do I have to pay to send faulty jewellery back?

If jewellery is faulty, damaged or not as described, the retailer should normally cover the cost of return postage and still refund your basic delivery cost if you’re owed a refund.

If you’re returning something purely because you’ve changed your mind (and it isn’t personalised), you may have to pay for return postage if this was clearly stated in the retailer’s terms.

Can I get a refund if my jewellery breaks after a year?

It depends on the cause and how the piece has been worn. If a fault appears within what’s considered a reasonable lifespan for that type of jewellery, you may still have rights to a repair, replacement or partial refund under the Consumer Rights Act for up to six years in most of the UK (five in Scotland).

Normal wear-and-tear or accidental damage, however, is not usually covered by consumer law, that’s where good aftercare and repair services matter.

Can I return earrings bought online?

Many retailers allow returns on earrings only if the hygiene seal and packaging are completely unopened, and you’re still within the cooling-off period. Once opened or tried on, earrings are often non-returnable for hygiene reasons unless they’re faulty.

What evidence do I need if a retailer refuses a valid return?

Gather:

• Photos of the problem or fault
• Copies of the product description and listing
• Emails or messages about the issue
• Proof of purchase and tracking details

If you can’t resolve things, you may be able to claim via your card provider using  Section 75 or chargeback, or seek further advice from Citizens Advice.