Returns & Refunds Policy

1. Overview

At EdenLily we take pride in the quality and craftsmanship of every piece. Because our jewellery is custom-made and personalised to your specifications (including laser engraving, choice of metal, chain style and optional QR code), most items are made to order and cannot be resold. This policy explains your rights and our obligations under UK law.

2. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You are always entitled to goods that are:

• Of satisfactory quality — free from defects, durable and fit for purpose.
• As described — matching the description, images and specifications on our website and your order confirmation.
• Fit for purpose — suitable for any specific purpose you made known to us before purchase.

If any item you receive fails to meet these standards, you are entitled to a repair, replacement or refund as set out below.

3. Custom & Personalised Items — Cancellation Exemption

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28(1)(b)), goods that have been made to your specification or clearly personalised are exempt from the 14-day cooling-off cancellation right.

Because all EdenLily jewellery is custom laser-engraved with your chosen text, design, QR code and/or metal finish, we are unable to accept returns or offer refunds for change-of-mind reasons once production has commenced. This includes, but is not limited to:

• You no longer want the item.
• You chose the wrong engraving text, font, metal or size.
• The item was purchased as a gift and the recipient does not want it.
• You found the same or similar item elsewhere at a different price.

Important: Please double-check all personalisation details (engraving text, font, metal, chain, size) before completing your order. We will engrave exactly what you submit. Errors in customer-provided text are not grounds for a return.

4. Faulty or Misdescribed Items

If your item arrives damaged, defective or materially different from what you ordered, you have the right to a remedy under the Consumer Rights Act 2015. Please contact us within 30 days of receiving your order. We will offer:

1. Repair or replacement — we will remake or repair the item at no cost to you, including return shipping.
2. Full refund — if a repair or replacement is not possible or if the first repair/replacement is unsatisfactory, you are entitled to a full refund.

To request a remedy you must:

• Email us at hello@edenlily.co.uk with your order number and a clear description of the issue.
• Include photographs showing the fault or discrepancy.
• Retain the item and its packaging until we have resolved your claim.

We will respond within 2 working days and aim to resolve all claims within 14 days.

5. Return Postage Costs

• Faulty or misdescribed items: we will cover the cost of return postage. We will either provide a pre-paid return label or reimburse your reasonable postage expenses.
• All other returns (where we agree to accept them at our discretion): return postage is at your own expense. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit back to us.

6. How to Return an Item

1. Contact us first — email hello@edenlily.co.uk with your order number. Do not send items back without prior authorisation.
2. We will issue a Return Authorisation (RA) reference and provide the return address.
3. Package the item securely in its original packaging (where possible) and include the RA reference.
4. Post the item using a tracked, signed-for service. Keep your proof of postage.
5. Once we receive and inspect the item, we will process your repair, replacement or refund within 14 days.

7. Refund Method & Timescales

• Refunds are issued to the original payment method used at checkout.
• We will process approved refunds within 14 days of receiving the returned item (or, for items not requiring return, within 14 days of agreeing the refund).
• Please allow an additional 3–5 working days for the refund to appear in your account, depending on your bank or card issuer.

8. Cancellations Before Dispatch

As our items are made to order, production typically begins within 24 hours of order confirmation. If you wish to cancel an order, please contact us as soon as possible at hello@edenlily.co.uk.

• If production has not yet started, we will cancel your order and issue a full refund.
• If production has already commenced, the cancellation exemption for personalised goods applies and we will be unable to offer a refund.

9. Items Damaged in Transit

If your item arrives damaged due to transit, please contact us within 48 hours of delivery with photographs of the packaging and item. We will arrange a replacement or full refund at no additional cost.

10. QR Memory Page Add-On

The QR code is permanently laser-engraved into the jewellery. The associated digital memory page is a service provided alongside the physical product. Refunds for the QR add-on are handled together with the item itself — no separate refund is available for the digital service component alone.

11. International Orders

This returns policy applies equally to international customers. However:

• Return postage costs for non-faulty items shipped outside the UK are at your expense.
• Any customs duties or import taxes paid on delivery are non-refundable by EdenLily — please contact your local customs authority for reclaiming these.
• We recommend using a tracked international service for returns to avoid loss.

12. Complaints & Dispute Resolution

If you are unhappy with how we have handled your return or refund, please email hello@edenlily.co.uk and we will escalate your case internally. You also have the right to use the Citizens Advice Consumer Service or submit a dispute through the EU Online Dispute Resolution Platform (if applicable).

13. Contact Us

For any questions about this policy, please contact us:

• Email: hello@edenlily.co.uk
• Subject line: Return / Refund — [Your Order Number]