Refund policy
Returns and Refunds
The item is sold as seen.
Refunds:
We do refund within 14 days from the day of purchase on all items in the case of a manufacturer fault only. We do not refund on sales items, body jewellery (earrings, nose studs), rare second-hand items, bespoke items and special order items (including custom made engagement rings). If a manufacturer's fault occurs in the items above, we will repair the item free of charge for the first time. If the goods were used, abused, altered or mishandled we reserve the right not to accept returns on such items.
According to "The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Section 34(9)", "If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price.". This means that if the customer mishandles and/or destroys the item in such a way that it would not be sellable, the customer is not entitled to a refund by law.
If the customer would like to exercise their statutory rights for 30 days, as we are in fine jewellery, we must take into account the Shopify fees for the sale (non-refundable in case of return and they're hefty), plus lab fees and other expenses that are involved in this return. It means that we will deduct from the amount to be refunded, 25% of the money paid. Please note that postage to the buyer and back to us, is paid by the buyer and non-refundable. If the customer would like to see the item before buying, it would be best for all parties to make a virtual appointment with us and see the item for themselves in order to make an educated decision.
Simply send an email to info@ecninvestments.co.uk, within 14 days of the purchase. When we receive such a request, we will email instructions on how to return the product to us. Please contact us first; we will not be responsible for any packages posted without our consent. Do not send it without contacting us, as we will give you the correct Return Hub address.
Subject to receipt and all necessary inspections by our Quality Control team, we will refund you if your item meets our criteria above. In this case, please allow up to 10 working days for us to process your refund. Also, at this point we will accommodate the customer's needs if the customer wishes to exchange. The times our customer can exchange within one purchase is limited and subject to discretion of the management.
Returns are not free of charge. Please ensure that you clearly mark the goods as returned goods on any customs or postal forms. All returns must be sent by registered mail. We will refund the full amount if items are in good condition and not worn.
Late or missing refunds:
If you haven’t received a refund, first check your bank account.
Contact your credit card company, it may take a few days before your refund is officially processed. There is often some processing time before a refund is completed.
If you’ve done all of this and you still have not received your refund yet, please contact us on info@ecninvestments.co.uk