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Refund policy
Consumer Right of Return and Refund
As part of our Terms and Conditions, which reads as:
"10 Your consumer right of return and refund
10.1 If you are a consumer in the UK and EU, you have a legal right to cancel a Contract, subject to clause 10.2, during the period set out below in clause 10.3. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau, Trading Standards office or equivalent consumer protection organisation in your jurisdiction.
10.2 Clause 10.2 applies to all customers regardless of the customer’s location. The cancellation right provided for in this clause 10 does not apply to Products:
(a) that are made to order to your specification;
(b) that are clearly personalised;
(c) for which the price is dependent on fluctuations in the financial market which we cannot control and which may occur within the cancellation period set out in clause 10.3; or
(d) that are sealed and are not suitable for return due to hygiene reasons if they become unsealed after delivery (for example jewellery for piercings).
(e) Please note that we are unable to exchange or refund earrings or earrings kits and/or containing earring findings under current EU Hygiene regulations.
Please note that many of our Products are likely to fall within one or more of these exceptions.
10.3 Your legal right to cancel a Contract starts from the date on which we confirm our acceptance of your order, which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the table below:
|
Your Contract |
End of cancellation period |
|
Your Contract is for a single Product (which is not delivered in instalments on separate days). |
The end date is the end of 14 days after the day on which you receive the Product. |
|
Your Contract is for multiple Products which may be delivered on separate days. |
The end date is 14 days after the day on which you receive the last of the separate Products ordered. |
10.4 To cancel a Contract under this clause 10, you just need to let us know that you have decided to cancel within the relevant timescale set out in clause 10.3. The easiest way to inform us of your decision to cancel your Contract is by e-mailing us at support@gualberto.co.uk or by calling us at 07704939627 (please note that you might incur costs when calling us, depending on your location). When you are e-mailing, please include details of your order to help us identify it. If you send us your cancellation notice by email, then your cancellation is effective from the date you send us the e-mail.
Please note that calls to our customer service may incur charges, which will vary depending on your location and your service provider. For the most efficient and secure communication, we recommend contacting us via email.
Under no circumstances should you provide your credit card, bank, or other payment details when communicating with us by phone or email. We will not be held liable for any loss, fraud, or unauthorized use of such information if you choose to share it.
10.5 If you cancel your Contract under this clause 10 we will:
(a) refund you the price you paid for the Products. However, please note that all returned Products will be subject to the checks set out in clause 10.8 and we are permitted by applicable law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop (please note that Products returned further to cancellation under this clause 10 should not show any signs of wear and all security tags must show no signs of tampering or removal). If we refund you the full price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount
We require all Products to be returned to us prior to any refund being issued. No refund will be processed until the returned Products have been received and inspected by us.
Products must be returned in the same condition as originally supplied, with no signs of wear, alteration, damage, misuse, or tampering. All original packaging, labels, certificates (if any), and security tags must be intact and included. If, upon inspection, we discover that the Products have been handled in an unacceptable way or are not in their original condition, we reserve the right to refuse a refund.
If the Products are faulty or defective, you are still required to return them to us. Upon receipt and verification of the fault, we will issue a full refund to your original payment method.
Products must be returned to us first. Once a thorough inspection has been completed and the items are deemed resellable, we will proceed with processing your refund. Please note that the time it takes for funds to appear in your account will depend on your bank or payment provider.
Unless the Products are faulty or not as described, you are responsible for the cost of return shipping and for ensuring that the Products reach us safely. We strongly recommend using a tracked and insured delivery service, as we cannot be held liable for returns that are lost, delayed, or damaged in transit.
Refunds will not be issued if:
- The Products are returned in an unacceptable condition, show signs of wear or use, or are missing original packaging, tags, or accessories.
- The Products are returned outside of the specified return period (where applicable).
- The Products are marked as non-returnable or final sale at the time of purchase.
Proof of purchase (such as your order confirmation or receipt) must accompany all return requests.
This returns and refunds policy does not affect your statutory rights under applicable consumer protection laws; ; and
(b) refund any delivery charges you have paid only if the product is deemed to be faulty, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally accepted method); and
(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Products, 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us. For information about how to return Products to us, see clause 10.7; or
(ii) if you have not received the Products, 14 days after you inform us of your decision to cancel the Contract.
10.6 We will refund you as follows:
(a) if you paid by debit or credit card, on the credit or debit card used by you to pay; or
(b) if you paid by bank transfer, by bank transfer to the account from which your transfer was made.
In any event, you will not incur any fees as a result of the refund. We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest (see clause 10.5(c)).
10.7 If the Products have been delivered to you before you decide to cancel your Contract:
(a) then you must either:
(i) return them to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. It will be your responsibility to pay for the shipping fee/s when returning the product/s. Our return address is: Gualberto Couture, 17 Railway Street Poyntzpass, Newry County Down, United Kingdom, BT35 6SN. We strongly recommend that you return your Products by secure, signed for delivery and ensure the Products for their full replacement value up to the point they come into our possession. Unless the Products are faulty or not as described (in this case see clause 11), you will be responsible for the cost of returning the Products to us; or
The Products will be at your risk until we receive them.
(a) must be returned properly packaged, undamaged and showing no signs of wear (although we do accept that Products returned as faulty under clause 11 may be subject to reasonable wear and tear if the fault was not immediately apparent on delivery). All security tags must show no signs of tampering; and
(b) should not have been altered, resized or tampered with by any person other than us or our authorised repairers and we reserve the right to contact the relevant authorities if we suspect any fraudulent activity in respect of any returned Products. Please note that the gemstones used for your Products (if any) may be laser marked with serial numbers for the purposes of fraud prevention and customer security.
Products returned which do not comply with the requirements set out in this clause 10.8 may not be accepted.
The services will be provided within an agreed timescale, and note that time is not of the essence of the contract.
i.) If you received free delivery for your order and cancel part of the order and the new total amount falls below the free delivery threshold, then your refund will be issued less the corresponding postage for the new cost of the order.
ii.) If you received free delivery for your order and cancel the entire order, then the refund will be issued less the corresponding postage for the new cost of the order.
Please note: Any items bought in a discount sale are not returnable if they are:
- Final Sale Items of personalised products
- Made-to-order or personalised products
- Products affected by financial market fluctuations ie gold, silver, and titanium.
- Sealed items that are unsealed after delivery for hygiene reasons (e.g., earrings or kits or earring findings), due to EU hygiene regulations.
10.8 Refunds and Product Condition
We will only issue a refund once the returned Products have been received and inspected by us. Products must be returned in the same condition as originally supplied, with no signs of wear, alteration, damage, or misuse. All original packaging, labels, and security tags must be intact and show no signs of tampering or removal.
If, upon inspection, we discover that the Products have been handled in an unacceptable way, are not in their original condition, or otherwise fail to meet the return requirements outlined above, we reserve the right to reduce the amount of the refund to reflect the diminished value of the Products or refuse a refund altogether.
If the Products are faulty or defective, you are still required to return them to us. Upon receipt and verification of the fault, a full refund will be issued to your original payment method.
Refunds will be processed within 14 calendar days of our receipt and inspection of the returned Products. You will receive confirmation once your refund has been issued. Please note that the time it takes for funds to appear in your account may vary depending on your bank or payment provider.
Unless the Product is faulty or not as described, you are responsible for all return shipping costs and ensuring the Products are returned safely. We strongly recommend using a tracked and insured delivery service, as we cannot be held liable for lost or damaged returns.
We comply with all applicable consumer protection laws regarding refunds and returns. Nothing in this clause affects your statutory rights.
11 Faulty or mis-described Products
11.1 We are under a legal duty to supply Products that are in conformity with your Contract and these Terms.
11.2 If you consider that any Product we have supplied is faulty or mis-described, please notify us using the contact details set out in clause 17.3 (and where possible include a photograph of the faulty or mis-described Product).
11.3 If any Products you have purchased from us are faulty or mis-described, provided you return such Products to us if requested in accordance with our reasonable instructions and they pass all the applicable checks referenced in clause 10.8, we will refund the price of the Products in full, together with any applicable delivery charges, and the reasonable costs you incur in returning the Products to us.
11.4 If you received free delivery for your order and cancel part of the order and the new total amount falls below the free delivery threshold, then your refund will be issued less the corresponding postage for the new cost of the order.
Please note: Any items bought in a discount sale are not returnable.
Advice about your legal rights is available from your local Citizens’ Advice Bureau, Trading Standards office or equivalent consumer protection organisation in your jurisdiction. Nothing in these Terms will affect these legal rights under applicable law in your jurisdiction.
Note: If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order. We may also contact you by telephone using the number you provide to us in your order.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Sale Items and Gift Cards
Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We require that the product/s must be returned to us for inspection before any refunds can be made. You will be responsible for shipping and
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@gualberto.co.uk.
General Disclaimer:
While we make every effort to ensure that the information on our website, communications, marketing materials, and product descriptions is accurate, complete, and up-to-date, Gualberto Couture™ makes no representations or warranties of any kind, express or implied, about the accuracy, reliability, or completeness of any information provided.
Errors and Omissions:
All information, including pricing, availability, descriptions, images, specifications, and other content, is provided “as is” and may contain errors, inaccuracies, or omissions. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information without prior notice.
Limitation of Liability:
To the fullest extent permitted by law, Gualberto Couture™ shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages, or any loss of profit, revenue, business, or opportunity arising from reliance on or use of any information contained on our website or in our communications, errors, inaccuracies, omissions in such information, or any other matter relating to the provision of information, products, or services by us.
Reservation of Rights:
We reserve the right, at our sole discretion, to correct, update, or remove any information, content, or materials; restrict access to or suspend the website or certain features temporarily or permanently; and refuse or cancel orders or transactions at any time for any reason, including errors in pricing, product information, or availability.
No Endorsement or Warranty:
Any links to third-party websites, services, or content do not constitute endorsement by Gualberto Couture™, and we make no representations regarding the accuracy or reliability of any third-party content. All use of such third-party content is at your own risk.
Refund Policy Disclaimer:
Refunds, if applicable, will be provided only in accordance with our published Refund and Returns Policy. Gualberto Couture™ makes no additional guarantees regarding refunds outside of those terms, and any request for a refund will be assessed strictly under our policy guidelines.
Acceptance:
By using our website or purchasing our products, you acknowledge and accept this disclaimer and agree that it governs your use of our information and services.
Thank you for your business.
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