Refund policy

Effective Date: 02-05-2026

1. Overview

We want you to love your Serelle jewelry. However, if you are not completely satisfied, this Return & Refund Policy explains your rights and obligations. By making a purchase, you agree to the terms below.

This policy applies only to purchases made directly from Serelle (website or authorized in-store). Items bought from third-party retailers must be returned to that retailer under their policy.

2. Return Window

  • You have 14 calendar days from the date of delivery to request a return.
  • Items must be postmarked for return within 7 days of receiving your return authorization.
  • Requests made after 14 days will be denied unless required by local law (e.g., UK Consumer Rights Act 2015 – 30 days for faulty goods).

3. Eligibility Criteria

To qualify for a return or refund, items must be:

  • Unworn – No scratches, scuffs, or signs of sizing adjustments (including ring sizing).
  • Unaltered – No resizing, engraving, or custom modifications.
  • In original condition – All original tags, certificates of authenticity, and branded packaging included.
  • Free of odors – Perfume, smoke, or skin oils that cannot be cleaned.

Non-returnable items (final sale):

  • Custom or personalized jewelry (e.g., engraved names/dates, bespoke designs).
  • Earrings (for hygiene reasons – no exceptions).
  • Gift cards.
  • Items marked "Final Sale" or "Clearance" on the product page.
  • Items purchased during promotional events where "no returns" was disclosed.

Note: Serelle reserves the right to refuse any return that shows evidence of wear, attempted resizing, damage, or substitution with a counterfeit or different item. If we suspect return fraud, we will notify you and may permanently close your account.

4. How to Initiate a Return

  1. Contact us at returns@serelle.uk within 14 days of delivery with:
    • Your order number
    • Photos of the item (all angles, including close-ups of any gemstones or clasps)
    • Reason for return
  2. If approved, you will receive a Return Authorization Number (RAN) and shipping instructions.
  3. Write the RAN clearly on the outside of the package. Unauthorized returns without a RAN will be rejected and returned to you at your expense.

5. Return Shipping Costs

  • For change of mind / not wanted: You are responsible for return shipping costs. We recommend insured, tracked shipping. Serelle is not liable for lost or damaged return packages.
  • For defective or incorrect item: We will provide a prepaid return label.
  • International returns: You are responsible for all return shipping, customs fees, and duties. These will not be refunded.

6. Inspection & Refund Process

Once we receive your return:

  1. Inspection (3–5 business days): We will inspect the item under magnification (for gemstone authenticity, metal hallmarks, and condition).
  2. Approval or denial: If the item meets our criteria, we will approve the refund. If not, we will notify you and either:
    • Ship the item back to you at your cost, or
    • If fraud is suspected (e.g., empty box, wrong item, counterfeit substitution), we will deny the refund, retain the item as evidence, and report the incident.

Refund amount:

  • Full refund of the purchase price (excluding original shipping fees).
  • A restocking fee of up to 15% may be deducted for non-defective returns at our discretion (e.g., missing packaging, returned after 14 days but within local legal window).
  • Shipping costs (both original and return) are non-refundable.

Refund method:

  • Original payment method within 14 days after inspection approval.
  • If the original payment method is unavailable (e.g., expired card), we will issue store credit.

7. Exchanges

We do not offer direct exchanges due to inventory fluctuations. To exchange an item:

  1. Return the original item per this policy.
  2. Place a new order for the desired item.

This ensures you receive your preferred piece quickly.

8. Defective or Damaged Items

If your item arrives defective or damaged (excluding normal wear and tear):

  • Contact us within 7 days of delivery with photos/video.
  • We will offer repair, replacement, or refund at our discretion.
  • Warranty period: 6 months from delivery for manufacturing defects (e.g., loose stone, broken clasp). This does not cover damage from accidents, improper care, or normal wear (e.g., scratches on gold plating, stretched chains).

Jewelry is delicate. We are not responsible for damage caused by:

  • Contact with water, lotions, perfumes, or chemicals.
  • Pulling, snagging, or impact.
  • Resizing by a third-party jeweler.

9. Chargebacks

If you file a chargeback with your credit card issuer without first attempting to return the item per this policy:

  • We will contest the chargeback with your transaction and return policy records.
  • You will be responsible for all chargeback fees (typically $20–$50) plus legal collection costs.
  • Your account will be permanently banned from future purchases.

10. Contact for Returns

Serelle Returns Department
returns@serelle.uk