Returns & Refunds

Last updated: 23 October 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.

Items with a Statutory Right to Cancel

For goods that do not fall within the exemption for goods made to your specifications or 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 send the item back. Any statutory extension to these deadlines still applies.

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 your specifications or clearly personalised. Whether the exemption applies depends on the actual specification and personalisation of your order. Making an item after you order does not, by itself, determine whether the exemption applies.

We will explain any applicable exemption before you place your order and before the contract is made.

If you wish to cancel, contact us immediately. For an order that falls within this exemption, we may agree to stop work where reasonably possible. Any voluntary refund for an exempt order will depend on the stage reached and documented work or sourcing already completed, subject to your statutory rights.

This exemption does not affect your statutory rights if an item is faulty, incorrectly supplied, misdescribed, not fit for purpose or not of satisfactory quality.

Custom Design Deposits and Production Deposits

The £100 design deposit for a custom piece pays for your CAD design work and is taken off the final price. Any charge retained for design work is subject to your statutory rights. If you ask us to start a separate design service during its cancellation period and then cancel, we may charge only as permitted by law for the work provided. You lose the statutory right to cancel that service after it has been fully performed only if you expressly agreed to it starting and acknowledged that the right would then end.

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. Where a statutory right to cancel applies, we will not deduct production or sourcing costs from your refund.

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 address below. TLJ is the name we use on parcels, so please address it exactly as shown and don't mention jewellery or our shop name anywhere on the outside.

TLJ
Unit 169994, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

Use a tracked and signed-for service and keep your proof of postage.

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.