Returns & exchanges
Faulty items
The procedures set out here to cancel an order or return an item to not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk. If you do receive a faulty item, please follow one of the procedures outlined in our Returning an item section.
Please note that certain items cannot be returned unless Cruz Diamonds is at fault. These are pierced jewellery and personalised or engraved items.
Returning an item
If you wish to return goods, you have a duty to keep them in your possession and to take reasonable care of them until you return them.
Goods must be returned in their original condition, including immediate packaging, within the cooling off period.
Returning a gift
Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item.
Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.
When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.
This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.
Certain items are excluded from the cooling off period guarantee, unless Cruz Diamonds is at fault. These are pierced jewellery and personalised or engraved items.
If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number.
If you cancel part of an order, the postage and packaging charge is recalculated on the price of the items you keep. For example, if your order is for goods worth £75 and you then cancel an item worth £30, your order total will be below £50 and you will no longer qualify for free Standard delivery.
Returning An Item By Post
You can return unwanted items to us by post free of charge. You will be refunded on the credit/debit card you used to place the order within 28 days.
1. Contact our Customer Service team on _SHOPPHONE_* or complete our online returns form at www.cruzdiamonds.com
2. Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of the despatch note into the parcel.
4. If the item is in its original condition, we will refund the payment card used to place the order.
*Calls are charged at local rate and may be recorded. Our lines are open 9am-6pm Monday to Friday and 9am-5pm on Saturday.
Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item. |
