PRAVINS GOODWILL RETURNS POLICY
Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for a product bought online or in store with a valid receipt within 14 calendar days of purchase, excluding sale items.
For a refund or exchange under our goodwill policy, items must be:
- Unworn and in the same condition as despatched
- Complete with all packaging, certificates, guarantee booklets and the purchase receipt
- Not have been specially made to order, personalised, adjusted or otherwise altered in any way
- Not sale merchandise
For sale products purchased through our website, we will be happy to either refund or exchange a product if you change your mind within 14 calendar days of receipt.
Our refund or exchange policy for sale products purchased in store may differ and this will be made clear to you at the time of purchase.
RETURNING AND CANCELLING ORDERS FROM OUR WEBSITE
Your legal right to cancel a contract starts from the date of the Shipment Confirmation, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of 14 calendar days in which you may cancel and return the products, starting from the day after the day you receive the products. After the 14-day period, we will not be able to offer a refund.
To cancel a contract, please e-mail us at email@example.com. Please inform us of your order number, the date you ordered and received the goods as well as the name and address provided for your order. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you sent us the e-mail.
Please package your jewellery securely and send it by Royal Mail Special Delivery to Pravins Ltd, Chancellors House, Brampton Lane, London NW4 4AB. We regret that we are unable to refund any return postage charges.
Guidelines for sending jewellery by post:
a) Pack your jewellery in a hard container such as the original box
b) Remember to enclose any supporting documents such as the receipt and guarantee book. Copies will be acceptable if you do not wish to send originals.
c) Place the hard container inside a protective outer cover such as a jiffy bag. For added security, the jiffy bag can be placed inside a silver self-sealing Special Delivery bag (these are available from the Post Office)
d) Take care to ensure our address is clearly and correctly printed on the outside of the outer cover, the address is
e) Select the correct level of insurance cover
f) Keep a note of the tracking number
We will examine the returned product and will notify you of our findings and (where applicable) confirm your refund (or our reasons why we believe you are not entitled to a refund) via email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of cancellation as described. We will refund the product purchase price of a defective product in full. We will refund you on the credit card or debit card used by you to pay. We will not be liable to you for any fluctuation in currency exchange rates.
If you prefer to return your goods to one of our boutiques, please note that your products will need to be sent to our Head Office for verification and approval before a refund can be offered. The refund will normally be issued from Head Office within 14 days of you returning the products.
EXCHANGING WEBSITE ORDERS
If you would like to exchange your purchase for an alternative product, please contact us at firstname.lastname@example.org. We will happily exchange your product as long as it is returned in pristine condition and satisfies the criteria for returning a product as outlined above.
Exchange products can only be dispatched after the returned goods have been received and have undergone a quality control check.
Usually, your new exchange product will be delivered in 2-5 working days once we receive your return parcel. Items which we need to source from our suppliers, the delivery lead time ranges from 1-4 weeks. If unfortunately, your reserved product is not available, we will refund the purchase price with the original payment method used to make the original purchase.
Alternatively, if you see something you simply must have, you can make your purchase online and we will refund your original product purchase price when it is returned to us. To return a product to us for exchange, please follow the procedure detailed above.
In the event of failure to return any products to us within the time limits stated, even though validly cancelled, we reserve the right to refuse your exchange request.
CLAIMS FOR FAULTY PRODUCTS
In the unlikely event that your purchase is found to be faulty, Pravins shall either fully refund the purchase price, or repair the faulty product, or provide a replacement, or provide alternative goods to the same value. The decision as to which option is offered is entirely at the discretion of Pravins. If we comply with this condition we shall have no further liability to you. Please note that all products that are claimed to be faulty are subject to examination by our Head Office.
Please note that we are unable to offer exchanges or refunds on bespoke products or special orders. This means that we cannot provide refunds or exchanges on products that have been specially made to order for you, products that have been altered or personalised in any way (including engraving). Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly.
Your statutory rights are not affected.
Last updated 2nd July 2018.