Refund policy
Returns & Refund Policy
We want you to be happy with your purchase from Jollys Jewellers. If something is not right, our team will be happy to help.
This policy applies to consumer purchases made through our online store, operated by Jollys (Mansfield) Limited trading as Jollys Jewellers. Nothing in this policy limits your statutory consumer rights.
Changing your mind
For most goods purchased online, you can cancel your purchase without giving a reason within 14 calendar days after the day you, or someone you nominate, receives the goods.
If a single order is delivered in separate deliveries, the cancellation period normally runs from the day after you receive the last item.
After telling us that you wish to cancel, you must send the goods back without undue delay and within 14 calendar days after the day you notified us.
The exceptions described below may apply to certain personalised goods or sealed goods unsuitable for return for genuine hygiene reasons.
How to arrange a return
Please contact us using any of the following methods:
Email: info@jollysjewellers.com
Telephone: 01623 652227
Online: Contact our team
You can also write to our returns address below.
Please provide your name, order number and details of the item you wish to return, where available. This helps us identify your purchase and explain the return arrangements.
You do not need to use a particular form or obtain our prior approval to exercise a statutory cancellation right. Any clear statement that you wish to cancel is sufficient.
Returns address
Jollys Jewellers
10 - 12 Market Place
Mansfield
Nottinghamshire
NG18 1HU
Please include your order number or other information identifying your purchase inside the parcel.
Taking care of your item
You may examine an item as you reasonably would in a shop to establish its nature, characteristics and functioning.
Please take reasonable care of the item and return any accompanying boxes, certificates, accessories, tags and documentation.
Opening ordinary packaging does not, by itself, remove your statutory cancellation rights. Original packaging is helpful for protecting the item during its return, but it is not an absolute condition of exercising those rights.
Where permitted by law, we may make a deduction reflecting a reduction in value caused by handling beyond what is necessary to examine the item. This could include damage or wear caused by use beyond reasonable inspection.
We do not charge a restocking fee for exercising a statutory cancellation right.
Return postage
Unless we agree otherwise, you are responsible for the direct postage costs of returning an item because you have changed your mind.
We will cover reasonable return costs where an item is faulty, misdescribed or supplied incorrectly, and where otherwise required by law. Please contact us to arrange the appropriate return method.
For valuable jewellery and watches, we recommend using a tracked delivery service with insurance suitable for the item’s value. Keep your proof of posting. This recommendation does not limit your statutory rights.
Refunds following cancellation
When you validly cancel an entire eligible order, we will refund the price paid for the goods and any standard outbound delivery charge you paid.
If you selected a premium delivery option, we are only required to refund the cost of the least expensive standard delivery service available for that order. The additional cost of the premium service is not normally refundable for a change-of-mind cancellation.
We will issue your refund without undue delay and no later than 14 calendar days after:
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We receive the returned goods; or
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You provide evidence that you have sent them back,
whichever happens first.
Where no goods need to be returned, the applicable cancellation refund will be issued within 14 calendar days after you notify us that you are cancelling.
Refunds will be made using the original payment method unless you expressly agree to another method, without an additional refund fee. Any lawful deduction for diminished value will be explained.
Your bank or payment provider may require additional processing time before the refund appears in your account.
Faulty, damaged, incorrect or misdescribed goods
Please contact us if your item arrives damaged, is not the item ordered, develops a fault or does not match its description. Include your order number and explain the problem. Photographs may help us understand the issue.
Depending on the circumstances, your statutory rights may include a refund, repair, replacement or price reduction.
The 14-day change-of-mind cancellation period does not limit your rights concerning faulty or misdescribed goods. Those rights also apply to pre-owned, vintage and antique items, taking account of the relevant circumstances, including their age, description and price.
We will arrange an appropriate assessment or return and meet the reasonable return costs required by law.
Any refund due when you exercise a statutory right to reject faulty goods will be made without undue delay and within 14 calendar days after we agree that you are entitled to it.
Personalised and bespoke items
The statutory right to change your mind may not apply to goods genuinely made to your specifications or clearly personalised, such as jewellery engraved specifically for you.
We will explain relevant item-specific restrictions before you order. Selecting a standard size does not, by itself, make an item bespoke.
Where you request separately charged resizing or other work during a cancellation period, any lawful charge for work supplied will depend on the information and express permissions required by law. These arrangements will be explained before work begins.
Your rights where goods are faulty, misdescribed or otherwise fail to meet legal requirements remain unaffected.
Sealed items and hygiene
A change-of-mind cancellation right may cease to apply to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
This is not a blanket exclusion for all earrings or jewellery. Any applicable restriction will be explained before purchase and will apply only where the legal requirements are met.
Your rights concerning faulty or misdescribed goods remain unaffected.
Sale and discounted items
Sale and discounted items have the same statutory consumer rights as full-price goods. An item is not excluded from statutory cancellation or faulty-goods remedies simply because its price was reduced.
Exchanges
If you would like a different piece, please contact our team to discuss the available options. Many of our items are individual pieces, so availability may be limited.
This does not affect any statutory right to a replacement where goods are faulty or misdescribed.
Further information
Please read this policy alongside our Terms & Conditions.
If you have any questions about a return, please email info@jollysjewellers.com or telephone 01623 652227.