Returns, Refunds & Cancellations Policy
This policy was last updated 01/09/2025
Returns, Refunds & Cancellations Policy
For the purpose of this document:
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"we", "us", "our", "the Company" all refer to Silver Meadow Studio Limited.
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"you", "your", "the customer", "the client" all refer to the person access or purchasing through this website.
Right to Cancel (UK & EU Customers)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days from the day after you receive the goods, without giving any reason, unless an exemption applies (see below - Exemptions from Cancellation Rights).
To exercise this right, you must notify us in writing at info@silvermeadowstudio.co.uk within the 14-day period. You must then return the goods to us within a further 14 days.
Exemptions from Cancellation Rights
The right to cancel does not apply to:
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Custom, bespoke, or made-to-order jewellery.
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Earrings (for hygiene reasons), unless faulty.
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Items that have been worn, damaged, or altered by the customer.
Cancellations
Made-to-Order Items
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Production begins within 48 hours of purchase.
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Orders cancelled within 48 hours will incur a 5% cancellation fee.
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Orders cancelled after 48 hours will incur a 20% cancellation fee.
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Once a made-to-order item has been completed or dispatched, cancellations and refunds are not permitted unless the item is faulty.
Custom & Bespoke Items
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Custom and bespoke items are exempt from the statutory 14-day cancellation rights.
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Cancellations are subject to the same terms as made-to-order items unless otherwise agreed in writing.
Ready-to-Ship Items & Loose Gemstones
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Orders cancelled before dispatch will incur a 5% cancellation fee.
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Once dispatched, cancellations are not permitted.
Condition of Returns
Returned items must be:
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Unworn, unused, and in the same condition as received.
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Returned in their original packaging.
Failure to meet these conditions may result in a partial refund or refusal of the return.
Return Shipping
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Customers are responsible for return postage costs unless the item is faulty or incorrect.
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Tracked and insured delivery is recommended; we cannot be held responsible for items lost or damaged in transit.
Refunds
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Once returned goods are received and inspected, we will notify you of approval or rejection.
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Approved refunds will be processed within 14 days of receipt of the returned goods. Refunds will be made via the original payment method only.
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Original shipping costs are non-refundable, except where the item is faulty or incorrectly supplied.
Faulty or Damaged Goods
If your item arrives faulty or damaged, please notify us within 30 days of delivery. To help us resolve the issue efficiently, you must provide clear photographs of the damage or fault within 5 days of receipt of delivery.
Upon receipt of evidence, we will assess the claim and may request that the item be returned for inspection. Where the item is confirmed to be faulty or damaged, we will offer a repair, replacement, or full refund at no additional cost.
Repairs & Aftercare
We offer a repair service for some accidental damage outside of the returns period. Charges may apply; please contact us for a quotation.
Contact Information
For all enquiries, please contact us via the email below.
Email: info@silvermeadowstudio.co.uk