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Returns policy

Summary

For any issues related to returns, returns@universalgold.co.uk

The Consumer Contracts Regulations give you 14 calendar days from the day you receive your goods to cancel.

You are responsible for returning the item within 14 calendar days of cancelling and refunds must be paid within 14 calendar days after returning the goods, or evidence that they were returned.

You still have rights under the Consumer Rights Act for returning faulty goods bought online.

 

Section 1: non faulty goods and returns.

Universal Gold gladly accepts returns and exchanges, although some conditions do apply.

Just contact me within: 14 days of delivery for non-faulty items.

Ship items back to me within: 14 days of delivery for non-faulty items.

These terms apply in discretion to buyers outside the European Union.

We accept cancellations within 48 hours of order, provided the item has NOT been shipped to you. If the item has been shipped to you, you cannot cancel and will instead have to ask for a return. Please see section 2.

The following items can’t be returned or exchanged because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

Custom or personalised orders (including resized or altered jewellery items)

Perishable products (like food or flowers)

Digital downloads

Intimate items (for health/hygiene reasons)

Conditions of return

You are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. You are responsible for returning the items within 14 calendar days of cancelling and refunds must be paid within 14 calendar days after returning the goods, or evidence that they were returned. Proof of postage should be sufficient evidence of returning goods but such proof is NOT acceptable if the wrong postage service is used. We advise Special Delivery-no other postal service is suitable for gold or silver.

 

Section 2 faulty goods-your rights.

Returning faulty goods bought from Universal Gold. Only a tiny fraction of goods we sell come back as faulty. Most items are stress tested and we never sell what we would not buy ourselves.

However, sometimes things just go a bit astray. The Consumer Contracts Regulations are in addition to your other legal rights regarding faulty goods.

So, if your goods are faulty and don’t do what they’re supposed to, or don’t match the description given, you have the same rights under the Consumer Rights Act as you have when buying face to face from Universal Gold.

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund – as long as you do this quickly.

This right is limited to 30 days from the date you buy your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault. Please contact us as soon as any fault develops within the 30 days.

Any terms and conditions that say you must cover the cost of returning an item don’t apply where the goods being returned are faulty. This is why that for faulty goods, we cover and refund all postage to you and back to us. Please use Royal Mail Special Delivery.

If a refund is not what you want, a repair may be possible but this is at our discretion. Again, no cost to you for repairs if we can do them.

We recommend you read this guide that helps you in any retail situation. http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#30-day-right-to-reject