REFUND, RETURN & WARRANTY POLICY
We offer a refund and/or exchange within 30 days of receipt of your purchase. If 30 days have passed since you received your purchase, we may not be able to offer a change-of-mind refund or exchange. This does not affect your rights if an item is faulty, damaged, incorrect or not as described, or any additional protection provided by our 12-month warranty. Please see our full Warranty Policy for more information.
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ELIGIBILITY FOR REFUNDS AND EXCHANGES
- Your item may be removed from its packaging and inspected as it reasonably would be in a shop.
- Returned items will be evaluated and must show no signs of having been worn, used, damaged or altered.
- Please return the item in its original packaging, with all supplied components, where reasonably possible.
- To complete your return, we may require a receipt or proof of purchase. This can also be your order-confirmation email, provided it includes your order number.
- Regular-priced, sale, promotional and mystery items may be returned in accordance with this policy.
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EXCHANGES (IF APPLICABLE)
We replace items if they are defective or damaged. We may also exchange an unwanted item provided that you contact us within 30 days of receiving your order and the item meets the eligibility requirements above.
If you need to exchange your earrings, please contact us via email at returns@amberandorange.co.uk or through our contact form. You will receive confirmation of where and how to return your earrings.
Exchanges are subject to availability. Depending on the circumstances, we may ask you to return the original item for a refund and place a new order for your preferred style.
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ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURNS
The following items are not eligible for a full change-of-mind refund:
- Items of jewellery that show signs of having been worn, used, damaged or altered.
- Gift cards or vouchers that have been used, redeemed or personalised.
- Personalised or custom-made items, unless they are faulty, damaged, incorrect or not as described.
Wearing earrings in a piercing is considered use rather than reasonable inspection. If an item has been handled beyond what is reasonably necessary to inspect it and its value has consequently been reduced, we may make an appropriate deduction from the refund to reflect its actual loss in value. For worn earrings, this reduction in value may be up to the full purchase price.
This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
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PARTIAL REFUNDS (IF APPLICABLE)
Partial refunds may be granted for:
- Any item that is not in its original condition, is damaged, has been worn or is missing parts for reasons not due to our error.
- Any item that has been handled beyond what is reasonably necessary to establish its nature, characteristics and appearance, where that handling has reduced its value.
- Part of a multi-buy or promotional bundle, where the refund must be adjusted to reflect the correct price of the item or items retained.
Any deduction will be based on the item’s actual reduction in value and will be confirmed in writing by email.
Once your return has been received and inspected, we will email you to confirm that we have received the returned item. We will also notify you of the approval of your return and whether any deduction applies.
If approved, your refund will be processed to your original payment method without undue delay and no later than 14 days after we receive the returned item or receive evidence that it has been sent back, whichever occurs first.
If you cancel and return your complete order, we will also refund the cost of our standard delivery service if you paid for delivery. If you selected a more expensive delivery option, any amount above the standard delivery cost will not be refunded.
Your bank or card provider may require additional processing time before the refund appears in your account.
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LATE OR MISSING REFUNDS
- If you have not received a refund yet, please check your bank account again.
- Contact your credit or debit card provider, as it may take some time before your refund is officially posted.
- If you have completed these steps and still have not received your refund, please contact us at returns@amberandorange.co.uk.
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RETURN POSTAGE REIMBURSEMENT
We will reimburse reasonable return-postage costs, up to the cost of an appropriate Royal Mail standard service, where earrings are returned because they are faulty, damaged, incorrect or not as described, including faults covered under our Warranty Policy.
The appropriate postal service and cost can be confirmed by contacting us before returning your earrings.
You will be responsible for paying your return-postage costs if you are returning your earrings because you have changed your mind or would like to exchange them for a different style.
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FAULTY ITEMS AND WARRANTY
Please contact us as soon as possible if your item arrives faulty, damaged, incorrect or not as described.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject faulty goods within 30 days of receiving them.
After 30 days, you may be entitled to a repair or replacement. If a repair or replacement is unavailable, unsuccessful or not provided within a reasonable time, you may be entitled to a price reduction or refund.
Our 12-month warranty provides additional protection and does not replace, restrict or shorten your statutory consumer rights. Please see our full Warranty Policy for more information.
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SHIPPING
Please contact Amber & Orange before sending your product back so that we can provide the correct return instructions and address. Failure to contact us first may result in a delay in processing your refund or exchange, but it will not affect your statutory rights.
Items should be returned within 14 days of telling us that you wish to cancel or return your order.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please package your return securely and retain proof of postage. If you would like additional reassurance that your return will reach us, you may choose to use a tracked and/or signed-for service. This will be at the buyer’s expense for change-of-mind returns, and no additional reimbursement will be made for upgrading to this service unless agreed with us in advance.
Your refund will be processed after we receive the returned item or receive evidence that it has been sent back, whichever occurs first, subject to the inspection and refund terms above.
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Your statutory rights remain unaffected by this Refund, Return and Warranty Policy.