Returns & Exchange Policy and Warranty Policy

Return & Exchange Policy

At Hallmark Jewellers, your satisfaction is our priority. If for any reason you are not completely happy with your purchase, we’re here to help.

Eligibility for Returns or Exchanges

• Returns and exchanges are accepted within 30 days of the original purchase date.
• Items must be:
  • Unworn and in original condition
  • Returned with the original receipt
  • Accompanied by all packaging, tags, and certificates (if applicable)

Items Not Eligible for Return

• Custom-made or personalised jewellery
• Items that have been resized, altered, or engraved
• Sale or discounted items

Exchange Policy

• Items can be exchanged once for another product of equal or higher value (with the difference paid).
• Exchanges must meet the same condition and timeframe as returns.

Refunds

• Approved returns will be refunded to the original payment method.
• Please allow up to 7 business days for processing.
• In some cases, a credit note may be issued instead of a refund.

Proof of Purchase

• A valid receipt is required for all returns and exchanges. We cannot process returns without proof of purchase.

Faulty Items

• If your jewellery is found to be faulty or damaged, please return it within 30 days for a full inspection.
• If deemed faulty, we will offer a repair, exchange, or full refund at no additional cost.

In-Store Returns Only

All returns and exchanges must be made in person at our store location. We do not accept returns by post.

If you need assistance or have questions about your purchase, our team is always happy to help.

Warranty Policy
At Hallmark Jewellers, we understand that a diamond ring is often much more than a piece of
jewellery. Whether it is an engagement ring, a wedding ring or a special family piece, we want
you to enjoy wearing it with confidence for many years to come.
Every ring we sell is checked with care before it leaves our shop. Our warranty provides
additional peace of mind by covering qualifying manufacturing and workmanship faults, subject
to the terms below.

1.⁠ ⁠ What is covered?
Our warranty covers faults in the manufacture or workmanship of your diamond ring that arise
during the warranty period, provided they are not the result of accidental damage, misuse or
normal wear and tear.
Where a fault is covered, Hallmark Jewellers will assess the ring and arrange an appropriate
repair at no additional cost.

2.⁠ ⁠ What is not covered?
The warranty does not normally cover:
Accidental damage: damage caused by knocks, impacts, crushing or other accidents.
Normal wear and tear: including the gradual thinning of claws, wear to the ring shank, surface
scratches and deterioration resulting from regular use.
Lost or damaged diamonds: where the loss or damage results from an accident, impact, wear
and tear or failure to maintain the setting.
Unauthorised repairs or alterations: damage or faults arising from work carried out by another
jeweller or third party.
Misuse or neglect: damage resulting from improper use or failure to take reasonable care of the
ring.
Each ring is assessed individually, as the cause of a problem may not always be immediately
apparent.

3.⁠ ⁠ Looking after your diamond ring
Diamond rings are made to be enjoyed, but even the strongest diamonds and precious metals
can be damaged under certain conditions.
Claws and settings can wear over time, and a diamond may become loose without the wearer
noticing. We recommend having your ring professionally checked at regular intervals so that any
developing problems can be identified early.
Please contact us if you notice a loose stone, a bent claw or any change in the condition of your
ring. We advise against continuing to wear it until it has been checked.

4.⁠ ⁠ Making a warranty claim
If you believe your ring has developed a fault covered by this warranty, please bring it to
Hallmark Jewellers with your proof of purchase, where available.
We will examine the ring, explain our findings and discuss the appropriate next steps with you.
If the issue is covered by the warranty, we will arrange the repair in accordance with these
terms. If it is not covered, we will explain why and provide a quotation for any recommended
work before proceeding.

5.⁠ ⁠ Your statutory rights
This warranty is offered in addition to your statutory rights as a consumer. It does not affect
those rights, including any rights you may have if goods are faulty or do not meet the
requirements of the Consumer Rights Act 2015.
Warranty period, commencing from the date of purchase:
– 5 year guarantee on bespoke special orders, excluding wear, tear and accidental damage.
– 5 year guarantee on remodelled jewellery, excluding wear, tear and accidental damage.
– 2 year guarantee on silver items, excluding wear, tear and accidental damage.
– 12 month guarantee on repairs, excluding wear, tear and accidental damage.
Warranty provider: Hallmark Jewellers, Titchfield, Hampshire.