Clogau UK Return Policy
14 day “no quibble” money-back guarantee
We offer all of our direct customers (excluding retailers) a 14-day “no quibble” money-back returns policy. If for any reason you are unsatisfied with your Clogau jewellery or watch, you may return it unworn and in its original presentation packaging, and within 14 days of receipt for a full refund or exchange. This policy does not apply to earrings (for hygiene reasons), soldered or engraved items, which cannot be returned (this does not affect your statutory rights).
Returns may be subject to postage charge, depending on circumstance.
Important information about all returns:
| • | Only items purchased through Clogau directly (via website, phone or mail order) can be returned here. Any item/s purchased via a Clogau stockist should be returned to the stockist. |
| • | However, if you bought your item on holiday or the shop you bought it from has closed down or moved out of your area, you can send it back to us. |
| • | You are responsible for arranging and funding any return, unless the item is faulty or dispatched in error by us. Where the item is faulty or dispatched in error, Clogau will only reimburse returns made within the UK (excluding International) after the item(s) has been assessed by us. |
| • | When returning items you must obtain proof of posting as we cannot accept responsibility for parcels lost in transit. Furthermore, returns must be made via a secure postal service method which carries a level of adequate insurance cover. |
| • | If you are returning proof of purchase with your item, it is advisable to only send copies as we cannot guarantee that we will be able to return any original documents. |
| • | Jewellery must be returned in its entirety, such as a pendant with a chain, both earrings, etc. |
How to return your item
Whether you wish to return, exchange, service or repair your item(s), you can arrange an online return quickly and easily. Simply follow the instructions on-screen to see whether your item is suitable for return.
Exchanges
Arrange an exchange online now
If the item(s) you want is more expensive than the original item(s), please have your credit/debit card details to hand and we will process payment for the additional amount required.
If the items(s) you want is less expensive than the original items(s), we will reimburse your credit/debit card or your PayPal account (depending on your initial form of payment) for the difference in cost.
Postage costs are applicable to exchanges made during the returns period.
Repairs
We pride ourselves on producing high quality jewellery and watches, however, if your jewellery or watch has a manufacturing fault, please return it to us so that we can assess the item before handing it to our craftsmen.
If your jewellery or watch is damaged in any way that does not appear to be a manufacturing fault (for example, if it was accidentally damaged), we will discuss with you any repair options and costs before proceeding.
Please note that jewellery must be returned in its entirety, such as a pendant with a chain, both earrings, etc.
Items returned for repair may be subject to postage costs if not covered by warranty.
Items with a sentimental value
It is important to inform Clogau of any jewellery you are returning that may hold sentimental value. Ordinarily, if an item is unrepairable Clogau will send a replacement, however, this is not an appropriate solution if sentiment is an issue. Please make Clogau aware of returned items with sentimental value by ticking the appropriate box during the ‘Order and return details’ stage of the online returns process.
Service
For a small charge, plus postage, we are able to service your Clogau jewellery. This includes professional cleaning and/or polishing.
Warranty cover
See full warranty Terms & Conditions
The Clogau two-year manufacturer warranty covers your Clogau jewellery and watches against manufacturing faults from the date of purchase. To be covered, the item must have been purchased either directly from Clogau or from an approved Clogau stockist and must exhibit a manufacturing fault or mechanical failure of watch movement parts.
Refunds or exchanges on items purchased from an approved Clogau stockist must be addressed to the stockist, and not Clogau directly. If the place of purchase no longer exists, or cannot accept the item for any other reason, please arrange a return via Clogau directly and state this within the ‘Reasons for return’ section.
To obtain service under the warranty, proof of purchase is required. Should your jewellery or watch prove defective (at our discretion) following a stringent quality control inspection within two years from the date of purchase, you will be entitled to either a repair free of charge, replacement with the same item, a replacement with a succeeding item if the returned item has been discontinued, an exchange for an item of the value stated on the receipt or a credit to the purchase value stated on the receipt. Please note that pefume is exempt from warranty.
Perfume
Perfume can be returned but only if the clear outer wrapper is still intact. If it is broken, unfortunately it cannot be returned. Please note that perfume is exempt from warranty.
Prefer to speak to someone? Call 0845 606 88 77
We’re here to take your call Monday to Friday, from 9am to 5pm. At all other times, please leave your name and number on our answering machine and we’ll get back to you as soon as we possibly can.
For more information visit Clogau UK
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