Returns & Refund Policy
Last updated: 11th Nov 2025

1. Introduction
Welcome to Avieva Jewels (“we”, “us”, “our”). We specialise in lab-grown diamond and gold jewellery and ship worldwide. This policy explains your rights and our practices regarding returns, refunds and exchanges, and applies in addition to your statutory rights under UK consumer law.

2. Change-of-Mind Returns (UK & EEA Consumers)

• If you are a consumer in the UK or EEA who purchased online, you have the right under the Consumer Contracts Regulations to cancel your purchase within 14 calendar days from the day after delivery.

• To cancel, you must notify us in writing (via email or our returns form) within that period. After notification, you have another 14 days to return the goods to us.

• We will refund the full purchase price including standard delivery fees you paid, unless you chose a premium delivery option; we are not required to refund additional costs for express shipping unless we agreed otherwise.

• You must return items in the same condition as received (unused other than being tried on), with all original packaging, certificates and documentation. You are responsible for the cost of return shipping unless we agree otherwise.

• For customers outside the UK/EEA, we may at our discretion accept change-of-mind returns; you remain responsible for any customs duties or taxes incurred on import and return shipping costs.

3. Faulty, Mis-described or Unfit Goods

• Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may be entitled to a repair, replacement or refund.

• If a fault becomes apparent within six months, it is presumed to have been present at delivery (unless we can prove otherwise).

• If you believe your item is faulty or mis-described, please contact us immediately with your order number, description of the issue and photos if possible. We will provide return instructions and options for repair, replacement or refund.

• For valid returns of faulty goods we will refund any original standard shipping cost and the return shipping cost if we provide a prepaid label or collect the item. Refunds will be processed via the original payment method unless otherwise agreed.

4. Bespoke, Personalised and Final Sale Items

• Items that are made to order, customised or engraved (e.g., bespoke design or personalisation) are exempt from the change-of-mind returns in Section 2 unless they are faulty or mis-described.

• Sale items, discontinued lines or items marked “final sale” may be non-returnable for change of mind; however statutory rights for faulty or mis-described goods still apply.

5. Worldwide Shipping & Customs

• When shipping internationally, you are responsible for any import duties, taxes or customs charges at your destination. These are outside the scope of our refund policy and cannot be refunded by us unless required by law.

• For international returns, unless otherwise agreed, you are responsible for return shipping costs. Refunds exclude any non-recoverable taxes or duties you incurred.

6. Refund Process

• To initiate a return or refund, contact us at info@avievajewels.com (or via our returns portal), quoting your order number, purchase date, product details and reason for return. Attach supporting photos where relevant.

• We will provide a return authorisation and shipping instructions. Please keep proof of postage/tracking.

• Once we receive and inspect the returned item and accept the return under this policy, we will process your refund within 14 days. The exact time for the funds to appear depends on your payment provider.

7. Condition and Restocking

• Returned items must be in resaleable condition. If the item is used more than to try on, damaged, missing packaging/certificates or otherwise not in original condition, we may deduct a reasonable amount from your refund or decline the return.

• We do not charge a restocking fee except where explicitly stated at the time of sale and agreed by you in writing.

8. Governing Law & Your Rights

• These terms do not affect your statutory rights under UK or EEA consumer law.

• For UK/UK resident consumers, this policy is governed by the laws of England & Wales.

• If you reside outside the UK, your local consumer protections may apply in addition.

9. Amendments to this Policy
We reserve the right to update or modify this policy at any time. The version displayed at the time your order is placed will apply to that order.

10. Contact Us
If you have any questions about this policy or want to exercise your rights, please contact:

Avieva Jewels
Registered in England & Wales: [14429907]
Email: info@avievajewels.com
Tel: +44 7480 410 810