Returns & Refunds Policy

1. Overview

We take pride in the quality and craftsmanship of every piece. Because our jewellery is made to order and personalised to your specification — laser-engraved with your chosen text, font, uploaded artwork and/or QR code, in the metal, chain and charm shape you select — nothing we make is a stock item and nothing we make can be sold to another customer. This policy explains exactly what that means for your rights and for 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. Why Personalised Jewellery Cannot Be Returned

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28(1)(b)), goods that are made to the consumer’s specification or are clearly personalised are exempt from the 14-day cooling-off cancellation right. The same exemption exists in EU law at Article 16(c) of the EU Consumer Rights Directive 2011/83/EU, which applies to our EU customers.

Every EdenLily product is personalised. We do not sell ready-made stock. Each piece is engraved and assembled to the exact specification you submit at checkout, so this exemption applies to every order we take — not just to some items or some product lines.

This means we are unable to accept returns, exchanges or refunds for change-of-mind reasons. The following are not valid reasons for a return or refund:

• You have changed your mind or no longer want the item.
• The engraving text you supplied was wrong or misspelt, or you chose the wrong font, size, metal, chain length or charm shape.
• Artwork or an image you uploaded was low resolution, or did not engrave the way you expected it to.
• The item was bought as a gift and the recipient does not want it.
• You have found the same or a similar item elsewhere at a lower price.
• You ordered the wrong quantity.
• Your order was delayed because you did not reply to a query we raised about your design or artwork.

4. Your Responsibility at Checkout — You Are the Designer

You design your piece; we manufacture it. We engrave exactly what you submit, character for character — including capitalisation, punctuation, spacing, accents and emoji. The on-screen preview you approve is what we produce.

• We do not proofread, spell-check, correct grammar or translate your engraving text.
• We do not redraw, retouch or upscale uploaded artwork. Low-resolution files engrave as supplied.
• At checkout you must tick the mandatory acknowledgement confirming that you have checked your personalisation details and accept this policy. An order cannot be placed without it. We keep your order details and the design you submitted, and will rely on them in any dispute.

If something in your submission looks like an obvious error, we may pause and email you as a courtesy — but we are under no obligation to do so, and production may proceed exactly as submitted.

5. Cancelling an Order

Production is scheduled as soon as your order is confirmed and usually begins within 24 hours. To cancel, email hello@edenlily.co.uk with your order number as soon as possible.

• If we receive your email before production has started, we will cancel your order and refund you in full.
• Once engraving has begun, no cancellation or refund is available. The personalised-goods exemption applies.
• Rush (24-hour) production orders enter production immediately and cannot be cancelled once placed.
• Rush production fees (£9.95) and Next Day delivery fees are non-refundable once the service has been started or the parcel has been dispatched.

6. What Counts as a Fault — and What Does Not

These are faults, and we will always put them right:

• The engraving does not match the details you submitted.
• The metal, chain or charm supplied is not the one shown on your order confirmation.
• A broken clasp, chain or bail on arrival.
• A missing item from your order.
• An engraved QR code that does not scan on delivery — we will re-engrave or replace the piece.

These are not faults:

• Minor natural variation in a hand-finished, laser-engraved product — slight differences in engraving depth, tone or contrast between pieces, or compared with the on-screen preview.
• Screen colours not matching the real metal. Monitors and phone screens render gold, rose gold and silver differently.
• Tarnish, wear, scratches or discolouration caused by use, water, perfume, cosmetics, sun cream or storage.
• Damage caused by misuse, accident, pulling or over-tightening.
• A piece that sits or fits differently from what you expected because of the chain length you chose.
• Hallmark, plating and finish characteristics that are normal for the metal you selected.

Care note: remove your jewellery before showering, swimming or exercising, apply perfume and cosmetics before putting it on, and store it dry and away from other pieces. Full guidance is in our jewellery care guide.

7. 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.

1. Repair or replacement — where the error is ours we remake or repair the item entirely at our cost, including return postage. We may ask you to return the original piece either before or after the replacement ships.
2. Short-term right to reject — if you notify us within 30 days of delivery, you are entitled under the CRA 2015 to reject the item and receive a full refund.
3. After 30 days and within 6 months — we will repair or replace the item first, and refund you if that repair or replacement is unsuccessful.

To request a remedy you must:

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

We inspect all returned items. We reserve the right to refuse a claim where the damage is consistent with wear, misuse or accidental damage rather than a manufacturing fault. We will respond within 2 working days and aim to resolve all claims within 14 days.

8. Goodwill Remakes for Customer Errors

Mistakes happen. If you made an error in your own personalisation — a typo, the wrong date, the wrong name — we cannot refund or exchange the piece, but on request we will usually offer to remake it at a discounted remake price, typically a percentage off the original item price.

This is a goodwill gesture offered entirely at our discretion. It is not a statutory right, it is not guaranteed, and it does not form part of your contract with us. Email hello@edenlily.co.uk with your order number to ask.

9. Items Damaged in Transit

If your item arrives damaged, contact us within 48 hours of delivery with photographs of both the item and the outer packaging. Please keep all packaging until your claim is resolved — carriers require it to assess a claim, and we may not be able to pursue one without it.

Next Day and tracked deliveries are insured by the carrier. Where a parcel is lost or damaged in transit to you, we handle the carrier claim ourselves — you do not need to deal with the courier. We will arrange a replacement or a full refund at no additional cost to you.

10. Return Postage and How to Return an Item

1. Contact us first — email hello@edenlily.co.uk with your order number and photographs. Do not send anything back without prior authorisation.
2. We will issue a Return Authorisation (RA) reference and the return address. Unauthorised returns may be refused or returned to sender at your cost.
3. Package the item securely in its original packaging where possible and write the RA reference clearly on the enclosed note.
4. Post it using a tracked, signed-for service and keep your proof of postage. We are not responsible for items lost in transit back to us where you cannot provide proof of postage.
5. Once we receive and inspect the item we will process your repair, replacement or refund within 14 days.

• Faulty or misdescribed items: we cover return postage. We will either provide a pre-paid label or reimburse your reasonable postage costs.
• Anything else: return postage is at your own expense, and items returned to us that are found not to be faulty will be sent back to you at your expense.

11. 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.

12. QR Memory Page Add-On

• The QR code is permanently laser-engraved into the jewellery and cannot be removed or changed.
• The digital memory page is a service delivered alongside the physical piece. It is not separately refundable — refunds for the QR add-on are handled together with the item itself.
• If an engraved QR code does not scan on arrival, that is a fault: contact us and we will re-engrave or replace the piece at our cost.

13. EU Customers

We ship to the United Kingdom and the European Union only. This policy applies in full to EU orders, and the personalised-goods exemption in Article 16(c) of Directive 2011/83/EU means the 14-day withdrawal right does not apply to your order. In addition:

• Any customs duties, import VAT or the EU handling charge shown at checkout are non-refundable by EdenLily. Contact your local customs authority about reclaiming import charges.
• Return postage for non-faulty items is at your expense; for faulty items we cover it.
• Always use a tracked service when returning an item to us from the EU.

14. Abuse of This Policy

We may decline to accept future orders from a customer who has made repeated unsubstantiated claims, or who raises a chargeback without contacting us first to give us the chance to put things right. In any chargeback or payment dispute we will supply the payment provider with your order record, your submitted design proof and confirmation that the mandatory policy acknowledgement was accepted at checkout.

15. 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.

16. Contact Us

For any questions about this policy, please contact us:

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