Refund-policy

Guarantee

Client satisfaction is our main priority. Star Jewellers are committed to producing goods of superior craftsmanship and quality. We believe that our client’s transactions with us must result in an enjoyable, and rewarding shopping experience. We guarantee that all our products will be delivered to you in new condition without damage or fault in craftsmanship.

Should a product be damaged or faulty in its craftsmanship at the time of delivery to you (the client), you may return the product to us (within 14 days of the delivery date) to have the product replaced, repaired or receive a refund of the purchase price (at the discretion of Star Jewels).

The guarantee will not apply if the product is damaged after the date of delivery.

Gift Purchases

Star Jewels want our clients to have the same advantages as if they were in store. It is for this reason that we give our clients 48 hours from delivery of product to contact us, should you not be satisfied with your choice. This applies to items which have been gifted and paid for by someone other than the person receiving the gift.

Please note that you must contact us within 48 hours of delivery to discuss a resolution which will be up to the sole discretion of Star Jewels. Our staff will help clients select a more suitable product, (note that failure to notify us of safe delivery will void this offer).

Orders that the guarantee applies to

This guarantee is an internet guarantee and therefore applies exclusively to orders received through the Star Jewels web site and telephone orders and does not apply to clients who purchase and/or pick up items from any of our stores.

When the guarantee will not apply

Star Jewels reserves the right to refuse to refund / repair / replace of the product if the returned product is not:

• In its original new and unused condition (i.e. scratched or marked);
• If the product, once inspected by our jewellers, is found to be free from manufacturing defect / fault;
• If it is not returned within 14 days of receipt by the client;
• If we have specially made the product at the client’s request (custom made item);
• If the product has been engraved at your ( the client’s) request.
• If you changed your mind and you no longer wish to keep the product, or if your circumstances have changed and you no longer require the product or if you have found and /or purchased a product elsewhere.
• This guarantee does not apply to the texture applied to a product (e.g. a satin finish texture).

Original Condition

Original, new and unused condition means that no stone is missing, that all the original stones are still in the piece, and that there is no damage to any part of the product, scratches, marks or any wear whatsoever. At Star Jewels we do not sell used items and will not accept any item with any indication that it was used or worn. If an item is deemed to have been used, altered or damaged it will be returned to you (the client) and the full purchase price will stand, plus any shipping incurred in delivering the product initially and for the return of the product to you.

Finger sizes

If the size is different from the size ordered, we will resize the ring for you, free of charge , if no finger size is supplied, we will supply the item in our standard size. However you must notify us within 14 days of the delivery date to have the ring resized in a different finger size. We will then provide delivery instructions for you. If the item is resized at another store and damaged in any way this will void the guarantee. The guarantee will not apply if you supply us with an incorrect finger size.

Cancellations

Subject to the following conditions, you may cancel your order at anytime by contacting us, before the goods have been despatched by us:

• Deduction of 20% of the final sale value.
• Forfeiture of all deposits paid for Custom made or Special orders.
• The satisfaction gurantee for the quality of the product may not be used as a pretext to claim a refund when an attempt to cancel the order has been previously made and rejected.

Return delivery instructions

It is imperative that if you intend to return an item for refund, exchange or resize/remake that you contact us first by e-mail or phone so that we can confirm whether you can return the item and whether any applicable resize or remake fees will apply.

We will then send return delivery instructions to you. Please note that for international clients the return instructions are important to minimize your costs for the return delivery fees and any applicable customs fees.

The product must be returned to us in its original condition together with the invoice and packaging within 14 days of the delivery date.

Claiming a refund / replacement / repair

In order to claim a refund / replacement / repair under this guarantee, you must first notify us within 14 days by phone or e-mail to advise us of the problem with the product. We will then confirm whether a refund is available for the transaction. We will then send return delivery instructions to you. Once we receive the returned product we will contact you to confirm receipt. Refund will be made in the original form of payment.