RETURNS & REFUNDS
Pravins goodwill returns policy
Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for an item 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 items purchased through our website, we will be happy to either refund or exchange an item if you change your mind within 14 calendar days of receipt. Our refund or exchange policy for sale items 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 Dispatch 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.
To cancel a contract, please contact our Client Services telephone line (0845 600 8699), e-mail us at email@example.com or write to us at Pravins Ltd, Chancellors House, Brampton Lane, London, NW4 4AB. 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. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.
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
You will receive a full refund of the price you paid for the products. 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 you on the credit card or debit card used by you to pay.
If you prefer to return your goods to one of our boutiques, please note that your items 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 items.
Claims for faulty items
In the unlikely event that your purchase is found to be faulty, Pravins shall either fully refund the purchase price, or repair the faulty item, 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 items that are claimed to be faulty are subject to examination by our Head Office.
Your statutory rights are not affected.
Last updated 5th June 2017.