(A). Your Right to Cancel ("Cooling-Off Period" or “Change of Mind”) 

• Ready-to-Ship Items: Under the Consumer Contracts Regulations, you have a legal right to change your mind and cancel your order for any reason.

  • Notification of order cancellation: You must inform us of your decision to cancel within 14 days of receiving your items.

  • Returns: Do not return any items until you have received a written email confirmation from us, which will include the returns shipping address. After receiving our confirmation, for UK orders you have 14 days to send the item back (We allow 21days for international orders).

  • Exclusions: The returns must remain in its original state—untouched tags, seals, packaging, and documents—and be exactly as it was when sent to you. If your returns have been tampered with or used, we reserve the right to reject the return. We may also choose to accept returns that have been damaged, opened, tampered with, or used at our discretion, but deductions may be made from your refund for any loss in value for such a return.

  • Exclusions: This "Cooling-Off Period" or "Change Of Mind" right does not apply to earrings (for hygiene reasons) if the hygiene seal is broken. There will be no refunds.

• Bespoke/Personalised/Custom-made Items : Per UK law, the 14-day cooling-off period does not apply to goods that are personalised or made to your unique specifications. Once a bespoke commission has been approved and production has started, it cannot be cancelled or returned unless it is faulty/fault proven. This policy does not affect your statutory rights under UK consumer law.

(B). Order Cancellation process [For orders withing Cooling off period – 14 days from date of order only]

To cancel an order made within the “cooling off period” – please email services@neverkikish.com using standard collection form template below:

Notification of Order Cancellation Form

For Ready-to-Ship items only (as per the cooling-off period).

To: [Your Business Name]
Address: [Your Shipping Address]
Email: [Your Email Address]
Phone number: [Your contact number]

I/We [] hereby give notice that I/We [] cancel my/our [*] contract of sale of the following goods:

• Order Number: ____________________

• Ordered on [] / Received on []: ____________________

• Name of Consumer(s): ____________________

• Address of Consumer(s): ____________________

Signature of Consumer(s): ____________________ (only if this form is notified on paper)
Date: ____________________

[*] Delete as appropriate.

Important Conditions of Approved Cancellation and any related Returns

• Items must be returned if it has been dispatched and in same condition as they were sent.

• We will inspect items returned.

• If the item has been used, we reserve the right to return the item back to sender or reduce your refund to reflect any loss in value.

• You (Buyer) are responsible for return postage and insurance costs unless the item is faulty, damaged or incorrect.

• Returned items must be sent back within 14 days for UK orders (or 21days for international orders) of the written confirmation of the returns shipping address from us - which we will send after a “notification of order cancellation” is sent to us using the form above.

• Unless otherwise stated in writing, the customer is responsible for shipping, insurance, and customs duties related to these returns for cancellations.

• All returns must be sent to us securely packaged and dispatched using tracked and insured postage to the returns address confirmed by our team.

• Please retain and send to by email the proof of posting/ tracking number and details of courier.

• Alternatively, we can provide tracked and insured returns postage for a fee – contact us to discuss this option – via services@neverkikish.com

• If the item are to be returned they must not have been worn or used and original tags, seals and packaging must be intact  - as was sent ; we reserve the right to decline any return that does not meet this requirement or we may within our own discretion chose to offer a partial refund to reflect any loss in value.

• Shipping and delivery of rejected items are subject to the terms outlined in our Shipping Policy and Delivery Policy.

(C). Refunds – Cancelled or Returned Items

• For only Ready-to-ship/Pre-order items - we will issue your refund within 14 days of receiving the returned item

• Refunds will be done to the original payment method.

• If you cancel an order within 14days of an order, you’ll get a refund including standard delivery; cancellations after dispatch exclude shipping costs, sales tax, duties, local fees, levies, duties, or customs charges from the refund

• Order cancellations after 14 days - refund will not include the cost delivery shipping costs, sales tax, duties, local fees, levies, duties, or customs charges from the refund, after we receive your returned item.

• Bespoke/Personalised/Custom-made order:  These are not eligible for returns and therefore we do not accept returns, and do not offer refunds, nor provide exchanges.

• Hygiene products- Earrings (with broken seals):  we do not accept returns, offer refunds, nor provide exchanges under standard circumstances.

• All our payments for booked services served are non-refundable - No refund on all purchases made for Services, we are committed to upholding the quality of your experience. This policy does not affect your statutory rights under UK consumer law.

• E-consultation cost is also a service served and this is also non-refundable, however this cost can also be put toward cost of an order. This policy does not affect your statutory rights under UK consumer law.

(D). Faulty, Damaged, or Incorrect Goods

Items excluded from Change-of-Mind Returns: The right to cancel does not apply to:

• Bespoke/Personalised/Custom-made Orders items

• Hygiene products like earrings, are not suitable for return once the seal is broken 

These exclusions do not affect your rights if an item is faulty or misdescribed.

Regardless of whether an item is ready-to-ship or bespoke, you are protected by the Consumer Rights Act 2015. All jewellery must be of satisfactory quality, fit for purpose, and as described. 

• Short-Term Right to Reject (30 Days): If your item is faulty, damaged or not as described, you can reject it for a full refund within 30 days of receiving it.

• Repair or Replacement (Up to 6 Months): After 30 days, if a fault develops, you are entitled to a repair or replacement. If a repair is unsuccessful, you may then request a refund or price reduction.

• Return Costs: If an item is found to be faulty, damaged or not as described, we will cover the reasonable costs of return postage. 

Please use the form template below to notify us of any fault:

Faulty Product Claim Form

DDB/Invoice number or Order Number: ____________________
Date of Purchase: ____________________
Address: [Your Shipping Address]___________________
**Address must be same address we used for shipping for security/traceability**
Email: [Your Email Address]___________________
Phone number: [Your contact number]___________________

Date Fault Discovered: ____________________

1. Description of the fault & activity when fault was noticed:
[Please describe the issue in detail, and the activity involved when the issue occurred e.g., "Clasp will not close," "Stone has come loose," "Solder joint has failed."] [was spraying, or physical impact (e.g., dropped, cleaning with  liquid, washing, laundry, shower/bath/ swim)?

2. Photo Evidence:
[Please attach 4-6 clear, high-resolution photos of the items on all sides and showing clearly the fault and the overall condition of the piece].  Pictures must also include photographic evidence of the defect or damage, showing original packaging, paperwork and tags.

3. Product History:
[has the item undergone any work by us or any third parties – such as resizing, , polishing,  engraving etc. ]

4. Desired Resolution:

• Fix - Repair (Free of charge if fault is confirmed)

• Resize  (Free of charge if fault is confirmed)

• Replacement (Subject to stock/material availability)

• Refund (Only available within first 30 days of receipt)

Declaration:
I confirm that the item has been cared for according to the Jewellery Care Guide provided and the fault is not a result of accidental damage or misuse.

Signed: ____________________ Date: ____________________

 

Processing notes (This will be filled during an e-consultation – with the agreed outcome): ____________________

 

Signed: ____________________ Date: ____________________

(E). How to “Return”  a  Faulty, Damaged, or Incorrect Product -  for a Free  - The Maintenance Service “resize, repair, clean , engrave or style” or a Refund

In the rare event that an item arrives damaged, faulty or incorrect Goods.

• Fill out the Faulty products Claim Form 

• Book our free  45-minute service consultation : This can be booked  via our Services page under “Free -  The Maintenance service”  option – this service is free/complimentary.

• During the consultation your requirements will be discussed.  This mandatory paid e-consultation will review your return and clarify expectations, and a  SOR number generated .

• For your repair returns, wait for our written approval and Service Order Reference (SOR) number before shipping your item— returns without a SOR number will be cancelled. We will provide a Service Order Confirmation (SOC), SOR number, return instructions, and address. Do not send items without written approval and a valid SOR number. (please include your SOR in your order notes).

• DDB - After-sales details brief: This will be sent to you after the call. It outlines what is most important to you for your request, established during your consultation call, outlining your vision for style, material, size, and other preferences. We reserve the right to ask any questions, as and when needed, to inform our service.

• Complimentary Shipping and Insurance for Complimentary Repair returns: We will provide you with an insured and trackable shipping label.  The complimentary return shipments must be securely packaged and sent via the Courier details and to the address we have confirmed. Alternative shipping methods will not be accepted.

• Inspection, Assessment, and Processing:  Upon receipt, the item will undergo a full quality control inspection, and the condition documented, and we will notify you before we implement any work agreed towards either for a Free  fix, resize, clean, repair, maintain or styling.

• Refunds for  Faulty, Damaged, or Incorrect goods – where a refund has been requested – we will issue your refund within 14 days of receiving the returned item. Refunds will be done to the original payment method.

(F). Mandatory Conditions for  Faulty, Damaged, or Incorrect Goods

• We do not accept unauthorised service orders

• We only  carry out maintenance on products purchased from us (this will be verified before accepting any maintenance order)

• If the item are to be returned they must not have been worn or used and original tags, seals and packaging must be intact  - as was sent ; we reserve the right to decline any return that does not meet this requirement or we may within our own discretion chose to offer a partial refund to reflect any loss in value.

• Shipping Costs :While Never Kikish will cover the cost of shipping and delivering a repaired or replacement item back to you, the customer is responsible for any shipping, handling, custom duties and insurance costs associated with sending the original item to us for inspection.

• Complimentary Returns (All returns shipping expenses paid): We provide insured, trackable shipping labels for complimentary return shipments – will be covered by us for valid. All returns must be securely packaged and dispatched using the designated courier and address confirmed by our team. Please note that alternative shipping methods will not be accepted.

• Inspection, Assessment, and Processing: Upon receipt, returned items undergo a comprehensive quality control inspection and condition assessment. We will notify you prior to commencing any agreed-upon work. If the item's condition differs from the declared notification in the Fault Good Claim form, we reserve the right to cancel your request and return the item without service. Alternatively, we may discuss proceeding with the repair at an additional cost and notify you of any extra time required before starting the work.

(G). Return of Rejected Returns

• Items not meeting our return criteria (e.g., signs of use/wear, not in original condition, or returned without approval) will be sent back to the sender at the confirmed address on the SOR. This address cannot be changed post-issuance for security reasons. The customer covers return shipping, insurance, and customs duties unless stated otherwise in writing.

• Items will be shipped back to the sender's order address which will be matching details on the DDB and Faulty Good claim form. For security and insurance reasons, this address cannot be modified .

• Shipping and delivery of rejected items are subject to the terms outlined in our Shipping Policy and Delivery Policy.

(H).  General Mandatory conditions  - All Returns

These are the important conditions to be met for all returns to us:

• All Store policy terms must be adhered to

• We do not accept unauthorised returns- Any item returned without prior approval or an issued SOR number will be rejected and returned to the sender at the sender’s expense.

• We do not accept unauthorised service orders - Any item sent without prior approval or an issued SOR number will be rejected and returned to the sender at their expense.

• Any item returned without prior approval or an issued SOR number will be rejected and returned to the sender at their expense.

• All communication regarding return requests must include your SOR number and full contact information.

• Items being returned due to cancellation, damage or faulty must be returned in their original packaging and include all accompanying documentation, tags, and the assigned SOR number.

• For security reasons, once your SOR confirmation is issued, the return address cannot be changed after your items have been dispatched. The same applies to the address provided in your SOR confirmation or DDB-Aftersales details brief; it remains final after dispatch. All returned items will be sent to the original order address, which must match the details found on both the DDB and the Faulty Goods claim form. Security and insurance policies prohibit any modifications to this address.

• All communication regarding service requests must include your SOR number and full contact information.

• Repairs will be quoted on a case-by-case basis. We will provide an estimate before any work begins

• The customer is responsible for all shipping  handling and custom duties and taxes unless, otherwise stated by us.

• Please Note: When processing your return we may need to speak with you before we are able to complete the process. If we are unable to make contact with you within 14 days of receiving your item(s), we will return it to sender’s address confirmed on the SOR .

• It can take up to 14 days for us to process your return.

• We only accept to service “only for items” that have been bought from us. We must receive photographic evidence of original purchase paperwork – evidencing the item was purchased from us for us to consider accepting a service. We reserve the right to reject any request without this.

(I). No Exchanges/No Order Changes

• No changes can be made to an order after an order has been placed. In this case you would have to cancel and re-order [Please note  - such cancellations, returns or refund will be regarded as  Cancelled order and thus are subject to the terms stipulated in in the following sections – “3. Your Right to Cancel ("Cooling-Off Period" or “Change of Mind”)// “4. How to Cancel”// “5. Returns After Notified Cancellation”// 6. Refunds for Cancelled Orders]

• We do not offer exchanges for any items. This policy does not affect your statutory rights under UK consumer law.

Why? As  our products are handcrafted or handmade –  we cannot guarantee that a replacement item or alternative size will be in stock or available for immediate dispatch.

1. "Return & Re-order" Process (Ready-to-Ship Items)
   If you have purchased a Ready-to-Ship item or Pre-Order  item and would prefer a different style or size:

   • Please follow our Returns Procedure detailed in section 4 above to send the original, unworn item back to us within 14 days of receipt for UK orders  (or within 21 days of receipt for international orders) for a refund.

   • You may then place a new, separate order for the alternative item at your convenience.

2. Bespoke & Commissioned Items
   Items made to your specific requirements (including custom sizes, engravings, or unique designs) are final sale and are not eligible for return or exchange unless they are found to be faulty.

3. Faulty Goods
   If your item is faulty, please refer to our Faulty Goods Policy. In the case of a confirmed manufacturing defect, we will prioritise a repair or replacement of the original design over a refund or exchange for a different product.

(J). Service Bookings - Returns, Refunds, and Exchanges

• We do not offer returns, refunds, or exchanges for any service bookings – cancelled late, carried out or completed.

• This policy does not affect your statutory rights under UK consumer law.