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Refund Policy

1. Overview

At Hatton Gold, we want you to feel confident when purchasing from us.

This Refund & Returns Policy explains your rights, our return conditions, and how refunds are handled.

2. Returns Eligibility

Customers may request a return for eligible items within the applicable return period.

To qualify for a return, items should generally be:

  • Unworn

  • In original condition

  • Free from damage or alterations

  • Returned with original packaging where possible

Hatton Gold reserves the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

The following items are typically non-returnable unless faulty or legally required:

  • Custom-made jewellery

  • Personalised or engraved items

  • Bespoke orders

  • Resized rings

  • Special order items

  • Items altered at the customer’s request

Because these items are created specifically for individual customers, they may not be eligible for cancellation or refund once production has begun.

4. Change of Mind Returns

If you wish to return an eligible item due to a change of mind, please contact Hatton Gold before returning the item.

Customers are generally responsible for return shipping costs unless otherwise agreed.

Returned items remain the customer’s responsibility until safely received by Hatton Gold.

We recommend using a tracked and insured shipping service.

5. Faulty or Damaged Items

If your item arrives damaged or you believe it is faulty, please contact us as soon as possible.

We may request:

  • Photographs of the item

  • Photographs of packaging

  • A description of the issue

  • Supporting order information

Items may need to be inspected before a refund, repair, replacement, or other resolution is offered.

6. Inspection Process

All returned items are inspected upon receipt.

Hatton Gold reserves the right to:

  • Reject returns that do not meet policy requirements

  • Refuse refunds for items showing signs of wear, misuse, or unauthorised alterations

  • Apply deductions where damage has occurred beyond reasonable inspection

7. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on:

  • Payment provider

  • Banking institution

  • Inspection requirements

Shipping fees, customs charges, and additional service costs may be non-refundable unless legally required.

8. Custom & Bespoke Orders

Custom, bespoke, personalised, or made-to-order jewellery often involves:

  • Design consultation

  • Material sourcing

  • Production work specific to the customer

For this reason:

  • Deposits may be non-refundable

  • Orders may not be cancellable once production begins

  • Design approval may constitute commitment to proceed

Customers are responsible for reviewing all custom details carefully before approval.

9. Ring Resizing

Where resizing services are offered, resized items may become non-returnable unless faulty.

Customers are responsible for providing accurate sizing information.

Additional resizing charges may apply.

10. Recrafted Jewellery

Recrafted jewellery consists of restored or previously owned items.

Customers acknowledge that:

  • Minor signs of character may remain

  • Some items may contain original components

  • Product descriptions aim to accurately reflect condition

Returns relating to expected characteristics disclosed in product descriptions may not be accepted.

11. Exchanges

Exchanges may be offered at Hatton Gold’s discretion depending on:

  • Product availability

  • Item condition

  • Product type

  • Customisation status

Additional charges may apply where exchanged items differ in price.

12. International Returns

International customers are responsible for:

  • Return shipping costs

  • Customs declarations

  • Import/export documentation

  • Any duties or taxes associated with the return

Hatton Gold is not responsible for delays caused by customs processing.

13. Lost Return Parcels

Hatton Gold is not responsible for return parcels lost or damaged during transit.

Customers should retain proof of postage and tracking information until the return has been confirmed as received.

14. Consumer Rights

Nothing in this Refund & Returns Policy affects your statutory rights under UK consumer protection laws.

15. Contact Information

For questions regarding returns, refunds, exchanges, or faulty items, please contact Hatton Gold using the contact information provided on our website.

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