Cancellation & Returns Policy
Last Updated: June 2026
Because of the high-carat nature of our raw materials and our strict dedication to made-to-order craftsmanship, our refund framework is explicitly tailored around statutory exemptions for personalised luxury goods.
1. Statutory Exemption for Bespoke Goods
In strict accordance with Regulation 28(1)(b) of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day distance-selling “cooling-off” period does not apply to goods that are made to the consumer's specifications or are clearly personalised.
Online Boutique Orders: Every piece listed in our boutique is individually handcrafted from scratch based on your specific ring size, precious metal choice, and stone selection. As such, these items are legally classified as bespoke and are non-refundable and non-exchangeable.
Private Commissions: Items custom-crafted from unique design sketches, or featuring loose gemstones sourced explicitly for a client, are strictly final sale. They cannot be returned or cancelled under any circumstances once production begins.
2. The 24-Hour Grace Period
We recognise that a high-value purchase requires absolute certainty. Therefore, we provide a strict 24-hour grace window from the exact timestamp of your checkout to modify or cancel your order. Once 24 hours have elapsed, precious materials are allocated, gold is cast, and logbooks are transmitted to our global ateliers. After this boundary, cancellations are completely prohibited.
3. Faulty Items & Manufacturing Imperfections
Every piece undergoes a multi-stage master magnifying inspection before leaving our London office. However, your rights are fully protected under the UK Consumer Rights Act 2015. If an item arrives with a genuine structural manufacturing defect or transit damage:
You must report the issue to samuel@samuelco.com within 48 hours of signed delivery, including clear macro photographic evidence.
The item must be returned entirely unworn, unaltered, and completely intact inside its custom handmade packaging via our secure courier network.
If an independent workshop assessment verifies a structural manufacturing error, Samuel & Co. Jewellery Limited will repair or replace the piece entirely at our cost.
4. Sizing Protocol
Rings and luxury bands are crafted to the exact size specified during checkout or design sign-off. Samuel & Co. Jewellery Limited is not liable for incorrect sizing inputs provided by the client. Resizing requests post-delivery are treated as independent workshop modifications and are subject to an individual service fee and secure transit charges.
