Refund policy

Most THE LAB Jewellers pieces are made to order.

Because made-to-order, custom, bespoke and personalised items are produced specifically for you, they are not eligible for change-of-mind cancellation once production or order-specific work has started (UK Consumer Contracts Regulations 2013).

Standard, non-personalised items: you may cancel within 14 days of receiving your order, and you then have a further 14 days to return it. Items must be unworn, unused and returned in their original packaging with any certificates supplied. Return postage is the customer's responsibility unless the item is faulty.

Faulty, damaged or incorrect items: your full statutory rights under the Consumer Rights Act 2015 always apply (repair, replacement or refund). Email info@thelabjewellers.com with your order number and photos and we will put it right.

Refunds are processed within 14 days of us receiving the returned item (or proof of return), to your original payment method.

High-value jewellery must be returned using a tracked, insured and signed-for service.

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

Nothing in this policy affects your statutory rights. See our full Returns & Refunds page for full details.

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