Refund policy
We operate a 14-day return policy in accordance with UK consumer law. This means that you have 14 days after receiving your order to tell us that you wish to cancel and request a return. Once you have notified us, you then have a further 14 days to send the eligible item back to us.
To be eligible for a change-of-mind return, the earrings must be unworn, unused and handled only as reasonably necessary to inspect them. They should be returned with all original components, tags, cards and packaging, together with proof of purchase.
For hygiene reasons, earrings must not be worn, tried on through a piercing or otherwise used. Where earrings have been handled beyond what is reasonably necessary to inspect them, we may reduce the refund by an amount reflecting the resulting loss in value. Depending on the condition of the earrings and whether they can safely be resold, this deduction may be up to the full product price where permitted by law.
Missing, damaged or discarded packaging does not automatically remove your statutory cancellation rights. However, we may make a reasonable deduction where the condition or absence of the original packaging has caused a genuine reduction in the value of the returned item.
To start a return, you must contact us at support@spherehandmade.com before sending anything back. Please provide your full name, order number, the reason for the return and clear photographs of the earrings and packaging where requested or relevant.
Photographs may be requested to help us assess the condition of the item, identify damage or provide the correct return instructions. A request for photographs does not affect your statutory rights.
If your return request is accepted, we will provide the return address and instructions explaining how and where to send the package. Our return address is not published publicly and will be supplied only after you have contacted us.
Items sent back without first contacting us and obtaining return instructions may be delayed, refused where no return right applies or returned to the sender.
Approval to send an item back confirms only that return instructions have been provided. It does not guarantee a particular refund amount before the earrings have been inspected and does not affect any statutory right you may have.
For change-of-mind returns, you are responsible for the cost of returning the earrings. We strongly recommend using a tracked postal service and retaining your proof of postage. We may ask you to provide evidence that the return has been sent.
Returned earrings must be packaged securely and appropriately. Where inadequate return packaging causes damage or a further reduction in value, we may make a reasonable deduction from the refund to reflect that loss, subject to your statutory rights.
You can always contact us with any return question at support@spherehandmade.com.
Damages and issues
Please inspect your order promptly after delivery. If your item arrives defective, damaged or incorrect, please contact us within 48 hours where reasonably possible and provide your order number and clear photographs of the earrings and the external and internal packaging.
Reporting an issue after 48 hours does not remove or reduce your statutory rights.
Where an item is faulty, damaged, incorrect or not as described, we will assess the matter and provide an appropriate remedy in accordance with UK consumer law. We will cover reasonable return costs where an item is confirmed to be faulty, damaged, incorrect or misdescribed.
During the first 30 days after delivery, customers may have a short-term right to reject goods that do not meet the required legal standards. After the first 30 days, we may offer a repair or replacement before a refund where this is lawful, possible and reasonable.
Because every pair of Sphere Handmade Jewellery earrings is individually handmade, minor variations in colour, pattern, placement, shape, texture, dimensions or finish may occur. These natural handmade variations are part of the character of the product and are not normally considered defects, provided the earrings remain as described, of satisfactory quality and fit for their intended purpose.
Normal wear and tear, accidental damage, misuse, improper storage, bending, dropping, exposure to water, perfume, oils, cosmetics, chemicals or failure to follow the jewellery care instructions will not normally be considered a manufacturing defect. This does not affect your rights where the damage was caused by an inherent fault in the product.
Exceptions / non-returnable items
Genuinely custom-made or personalised earrings that are produced to your individual specifications, including specially requested colours, sizes, designs, initials or other personalised features, cannot be returned or cancelled because of a change of mind.
Custom or personalised orders may be cancelled only where we agree to the cancellation before production has begun. Once production has started, the order cannot be cancelled or returned for a change of mind.
This exception does not apply where a custom or personalised item is faulty, damaged, incorrect or materially different from the agreed description.
Gift cards are non-returnable and non-refundable except where required by law.
Sale and discounted earrings follow the same statutory return rules as full-price earrings. They are not automatically excluded from returns merely because they were purchased at a reduced price.
We do not exclude statutory rights relating to faulty, damaged, incorrect or mis-described goods.
Exchanges
For change-of-mind exchanges, you must follow the return procedure above and place a separate new order for the replacement earrings.
You are responsible for:
- the cost of returning the original earrings;
- the price of the new order; and
- the delivery charge for sending the replacement order.
The replacement order will not be dispatched until the original earrings have been returned and inspected, the return has been approved and the new order and delivery charge have been paid in full.
Returning an item and placing a separate order avoids delays where the replacement earrings differ in price or availability.
These change-of-mind exchange terms do not apply where the original earrings are faulty, damaged, incorrect or misdescribed. In those circumstances, your statutory remedies will apply.
United Kingdom 14-day cooling-off period
If your eligible order is delivered to a United Kingdom address, you normally have the right to cancel the order without giving a reason.
You must notify Sphere Handmade Jewellery within 14 days after the day on which you receive the goods. After notifying us, you must send the goods back within a further 14 days.
The cancellation right does not apply to genuinely custom-made or clearly personalised goods.
Standard, non-personalised orders may be cancelled before dispatch by contacting support@spherehandmade.com. If the order has already been dispatched, you must follow the return procedure set out in this policy.
For an eligible cancellation of an entire order, we will refund the original standard delivery charge paid by you. Where only part of an order is returned and you retain other items from that delivery, the original delivery charge will not normally be refunded.
You are responsible for the direct cost of returning change-of-mind items unless we have agreed otherwise in writing.
The earrings must be handled only as reasonably necessary to establish their nature, characteristics and condition. We may make a deduction for any loss in value caused by handling beyond what would reasonably be permitted when examining the earrings.
Nothing in this policy limits or excludes your statutory consumer rights.
Refunds
We will notify you after we have received and inspected your return and will confirm whether the return has been accepted and whether any lawful deduction applies.
Where a change-of-mind cancellation is valid, we will issue the refund without undue delay and no later than 14 days after:
- we receive the returned earrings; or
- if earlier, you provide satisfactory evidence that the earrings have been sent back to us.
This timing is required under the UK distance-selling rules.
Approved refunds will be made only to the original payment method used for the order, unless otherwise required by law or expressly agreed by us.
For a valid cancellation of an entire eligible order, the refund will include the product price and the original standard delivery charge. Return postage remains your responsibility for a change-of-mind return.
Where only part of an order is returned, the original delivery charge will not normally be refunded because the remaining products were still delivered.
We may reduce the refund to reflect:
- signs that the earrings have been worn or inserted into a piercing;
- damage, marks, perfume, make-up, oils or contamination;
- handling beyond what was reasonably necessary to inspect the item;
- missing or damaged components or packaging where this reduces the item’s value;
- damage caused by inadequate return packaging; or
- any other demonstrable loss in value caused while the item was in your possession.
Any deduction will reflect the actual reduction in value and will be applied only where permitted by law.
Your bank or payment provider may require additional time to process and display an approved refund after it has been issued.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at support@spherehandmade.com.