Returns Policy
Returns Process & Contact Information
To ensure a smooth and efficient returns process, please follow these steps:
1. Complete the Returns Form – An online Returns Form is included with your purchase. Please ensure you fill out all required details accurately, including your order number, item details, and reason for return. This will help us process your return more quickly and efficiently.
2. Include the Returns Form with Your Parcel – Once completed, enclose the form inside your return package along with the item(s) you are returning. Failure to include this form may delay processing.
3. Securely Package Your Return – Ensure the item(s) are properly packed to prevent any damage in transit. Use the original packaging where possible and ensure all labels, tags, and seals remain intact.
4. Attach Your Returns Label – If you are eligible for our Free Returns Service, make sure you print and affix the returns label to the parcel before posting. If you choose not to use our returns label, return postage costs will not be reimbursed.
5. Post Your Return – Use a registered, tracked, or secure postal service to send your parcel back to us. Retain proof of postage until your refund or exchange has been processed.
Contact Details for Returns & Enquiries
If you need assistance with your return or have any questions, please get in touch with us:
Windrush, New Road, Swindon, DY3 4PP
📧 General Enquiries: info@acotisdiamonds.co.uk
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Returns Conditions & Guidelines
Earrings & Hygiene Seal Policy
For hygiene and safety reasons, all earrings purchased from Acotis Jewellery are supplied with a tamper-proof seal. We cannot accept exchanges or refunds if this seal has been broken or removed. This policy ensures the highest health and safety standards for all our customers. However, this does not affect your statutory rights if the product is faulty or not as described.
Returns Timeframes
To be eligible for a refund or exchange, all returns must be made within the specified time limits:
• Standard Returns: Items must be returned within 30 days from the dispatch date stated in your confirmation email.
• Sale & Discounted Items: These must be returned within 14 days from the dispatch date.
• Late Returns: If a return is made outside the designated period, a credit note will be issued instead of a refund. This credit note will be valid for 12 months from the date of issue.
Condition of Returned Goods
To qualify for a refund or exchange, returned items must meet the following conditions:
✔️ Items must be unused and unworn, with all original tags, labels, and protective packaging intact.
✔️ Any free promotional gifts received with an order must also be returned if the related item is being refunded.
✔️ Acotis Jewellery reserves the right to inspect the condition of all returned goods. If an item appears to have been used, damaged, or is missing its original packaging, we may decline the return or issue only a partial refund.
💳 Refunds will be processed back to the original payment method.
Important Information & Consumer Rights
📌 Secure Shipping & Proof of Postage
We strongly recommend using a tracked or recorded delivery service to return your parcel. Please retain your proof of postage until your refund has been successfully processed. Acotis Jewellery cannot be held responsible for returns lost in transit.
📌 Your Statutory Rights
This returns policy does not affect your statutory rights, particularly in cases where goods are faulty, damaged, or incorrectly supplied. Customers are protected under the Consumer Protection (Distance Selling) Regulations, which provide rights for refunds and exchanges under certain circumstances.
For full legal details regarding consumer rights, please refer to the Consumer Protection (Distance Selling) Regulations.
