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Refund, Returns and Cancellation Policy

Last Updated: 24/06/2026

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At Studio LG Jewellery, we are committed to providing high-quality jewellery and excellent customer service. This Refund, Returns and Cancellation Policy explains your rights and our obligations under United Kingdom consumer protection laws.

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1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without providing any reason.

The cancellation period expires 14 days after the day on which you, or a third party nominated by you, receive the goods.

To exercise your right to cancel, you must notify us by email before the cancellation period expires.

2. Returning Goods

Once you have informed us of your decision to cancel, you have a further 14 days to return the goods.

Items must be returned in their original condition and, where reasonably possible, in their original packaging, including any certificates, tags, or accessories supplied with the product.

You may inspect the goods as you would in a physical store. However, if the value of the goods is diminished due to handling beyond what is necessary to establish their nature, characteristics, and functionality, we may make a deduction from your refund.

As Studio LG Jewellery operates exclusively online and does not maintain a physical retail store, return instructions will be provided once your return request has been approved.

Customers must send returned items through a local Royal Mail branch or another tracked postal service available in their area, following the instructions provided by our customer support team.

We strongly recommend using a tracked delivery service and retaining proof of postage until the return process has been completed.

Studio LG Jewellery is not responsible for returned items that are lost in transit when sent without tracking or proof of postage.

3. Refunds

Once we receive the returned goods, or valid proof that they have been posted, we will process your refund within 14 days.

Your refund will include:

  • The full purchase price of the returned item(s);

  • The cost of the standard delivery option selected at checkout.

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed.

4. Return Shipping Costs

Where a customer cancels an order under the 14-day cooling-off period, the customer is responsible for the cost of returning the goods.

If an item is faulty, damaged, or not as described, Studio LG Jewellery will reimburse reasonable return shipping costs or provide an appropriate solution at no additional cost to the customer.

5. Faulty, Damaged, or Incorrectly Described Goods

Under the Consumer Rights Act 2015, all products must be:

  • Of satisfactory quality;

  • Fit for their intended purpose;

  • As described.

Short-Term Right to Reject (30 Days)

If a product is faulty, damaged, or significantly different from its description, you have the right to reject it and receive a full refund within 30 days of receiving the goods.

Repair or Replacement

If a fault develops after the initial 30-day period and within the applicable legal timeframe, we may offer a repair or replacement before issuing a refund, as permitted under UK consumer law.

Return Costs for Faulty Goods

Where goods are faulty, damaged, or incorrectly supplied, Studio LG Jewellery will cover all reasonable return shipping costs.

6. Exceptions to the Right to Cancel

The 14-day cooling-off period does not apply to:

  • Personalised or custom-made jewellery;

  • Products manufactured according to customer specifications;

  • Engraved, customised, or modified items made at the customer's request;

  • Any products excluded from cancellation rights under applicable law.

These exceptions do not affect your statutory rights regarding faulty or misdescribed goods.

7. Contact Us

If you wish to cancel an order, request a return, or report a problem with a product, please contact us:

Email: supportsyntrix@gmail.com

We aim to respond to all enquiries within 2 business days.

8. Statutory Rights

Nothing in this Policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.

9. Changes to This Policy

We reserve the right to amend this Policy at any time. Any updates will be published on this page and will take effect immediately upon publication.

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