Returns & Refunds

Last updated: 19 August 2026

Overview

We want every THE LAB Jewellers order to feel clear, fair and properly handled. Your rights depend on whether you bought a standard item or goods made to your specifications or clearly personalised. Simply describing an item as made to order is not, by itself, the legal test.

Nothing in this policy affects your rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.

Standard Items

If an item is not made to your specifications and is not clearly personalised, you may cancel from the time you place the order until 14 days after receiving it. After telling us that you wish to cancel, you have a further 14 days to return the item.

You may inspect the item as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.

Please return the item with its original packaging and any certificates, documents, tags, accessories and presentation materials supplied. Return postage is the customer’s responsibility for a change-of-mind return unless we agree otherwise in writing.

Goods Made to Your Specifications or Clearly Personalised

The statutory 14-day change-of-mind cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised. This can include jewellery produced to an agreed metal, diamond specification, size, engraving, design, measurements or other individual choices.

We will make the agreed specification clear before production and confirm when this exemption applies. If you wish to cancel, contact us immediately. We may agree to stop work where reasonably possible; any voluntary refund will depend on the stage reached and documented work or sourcing already completed.

This exemption never removes your rights where an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.

Custom Design Fees and Deposits

Custom design fees pay for design, consultation, quoting or sourcing work. They may be non-refundable once that work has begun where you asked us to start. We will explain this before taking the fee.

Production deposits are handled according to the agreed specification, your statutory rights and the work or sourcing completed at the point of cancellation. We will explain any amount retained and the basis for it.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrectly supplied, misdescribed or not of satisfactory quality, contact us as soon as possible at info@thelabjewellers.com.

Please include your order number, clear photos or videos of the issue and a short explanation. Depending on the issue, we may arrange an inspection, repair, replacement, remake, price reduction or refund. We will cover reasonable return costs where the item is faulty, damaged, incorrectly supplied or misdescribed.

How to Request a Return or Remedy

Email info@thelabjewellers.com before sending anything back. Include your full name, order number, item name, reason for the return and photos or videos where relevant. We will respond with the next steps and a return reference.

Where to Send Returns

Once we have confirmed your return by email, send the item to:

THE LAB JEWELLERS LTD
Unit 169994, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

Use a tracked, insured and signed-for service and keep your proof of postage. Please make sure the insurance cover matches the value of the piece.

This address is for returns only. Our registered office at 3rd Floor, 86-90 Paul Street, London, EC2A 4NE is a correspondence address, not a showroom, and returns sent there cannot be processed.

Refund Timing

Where a refund is due following cancellation, we will make it without undue delay and no later than 14 days after we receive the returned item or evidence that it has been sent back, whichever is earlier. Refunds are made to the original payment method unless agreed otherwise.

Statutory Rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.