Returns & Refunds
Last updated: 21 May 2026
Overview
We want every THE LAB Jewellers order to feel clear, fair and properly handled.
Because many of our pieces are made to order, custom, bespoke or personalised, return rights may depend on the type of item ordered and whether production or order-specific work has started.
Standard non-custom items may be eligible for cancellation and return under UK distance-selling rules.
Made-to-order, custom, bespoke and personalised pieces may not be eligible for change-of-mind cancellation once production, sourcing, design work, CAD work, stone sourcing, casting, setting, hallmarking or other order-specific work has started.
This does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
Standard Non-Custom Items
If an item is not made to your specification, personalised, bespoke or made to order, you may cancel your order within 14 days of receiving it.
After telling us you wish to cancel, you have a further 14 days to return the item.
To be eligible for return, the item must be:
- unworn;
- unused;
- undamaged;
- returned with original packaging;
- returned with any certificates, documents or accessories supplied.
We may reduce the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned damaged, worn or incomplete.
Made-to-Order, Custom, Bespoke and Personalised Items
Most THE LAB Jewellers pieces are made to order unless clearly stated otherwise.
Made-to-order, custom, bespoke and personalised pieces are produced specifically for you. This may include your chosen metal, lab-grown diamond specification, size, engraving, design reference, setting style, measurements or other agreed details.
Because these pieces are made to your specification, they may not be eligible for change-of-mind cancellation once production, sourcing, design work, CAD work, stone sourcing, casting, setting, hallmarking or other order-specific work has started.
If you wish to cancel a custom or made-to-order piece, contact us immediately. If cancellation is possible, any refund will depend on the stage reached and any costs already incurred.
This does not affect your statutory rights if the item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
Design Fees and Deposits
For custom and bespoke pieces, a design fee is required before we begin the design and quoting process.
Our standard design fee is £100.
For larger, more detailed or complex pieces, the design fee may be £150. We will confirm this before payment is taken.
The design fee is credited against the final cost of your piece if you proceed with production.
If you choose not to proceed after design work, quoting, sourcing or consultation has begun, the design fee may be non-refundable because work has already been carried out.
Once the design/specification has been approved, a 50% production deposit is required before production begins.
Unless agreed otherwise, the 50% production deposit is calculated against the remaining balance after the design fee has been applied.
The final balance is due before dispatch, release, collection or delivery.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrectly supplied, misdescribed or not of satisfactory quality, please contact us as soon as possible at info@thelabjewellers.com.
Please include:
- your order number;
- clear photos or videos of the issue;
- a short explanation of the problem.
Depending on the issue, we may arrange an inspection, repair, replacement, remake, partial refund or full refund.
Made-to-order, custom, bespoke and personalised exclusions do not apply where an item is faulty, incorrectly supplied, misdescribed or not of satisfactory quality.
Your statutory rights are not affected.
How to Request a Return or Remedy
Email info@thelabjewellers.com before sending anything back.
Please include:
- your full name;
- order number;
- item name;
- reason for return or issue;
- photos or videos where relevant.
Items sent back without contacting us first may be delayed or rejected if we cannot identify the order.
Return Condition Requirements
Returned items must be unworn, unused, undamaged and returned with all original packaging, certificates, documents, tags, accessories and presentation materials supplied.
We may reduce the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned damaged, worn, incomplete or without supplied certificates.
Refund Timing
Where a refund is due, we will process it within 14 days of receiving the returned item or receiving evidence that the item has been sent back.
Refunds are made to the original payment method where possible.
Your bank or payment provider may take additional time to show the refund in your account.
Return Postage
For standard non-custom change-of-mind returns, return postage is the customer’s responsibility unless agreed otherwise in writing.
If the item is faulty, damaged, incorrectly supplied or misdescribed, we will confirm the appropriate return or remedy process.
High-value jewellery must be returned using a tracked, insured and signed-for service.
Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.