Refund policy

Returns, Refunds & Cancellations Policy

At FATAGYAN LUXE Jewellery, we want you to shop with confidence. We take care in preparing every order and aim to provide a fair, transparent returns and refunds process.

Please read the following information before placing your order.

1. Returns Policy — 30 Days

We offer a 30-day return period from the date of delivery for eligible items.

To qualify for a return under our additional 30-day policy:

• The item must be unused, unworn and in its original condition.
• Original packaging and accessories should be included.
• Proof of purchase or your order number must be provided.
• The item must not fall within a legally permitted returns exclusion.

Please contact us within 30 days of delivery to request a return.

This additional returns policy does not affect your statutory consumer rights.

2. How to Request a Return

To request a return, please contact FATAGYAN LUXE Jewellery using the contact details published on our website.

Please include:

• Your order number.
• The item you wish to return.
• The reason for your return, if you would like to provide one.

Once we receive your request, we will provide the appropriate return instructions and return address privately.

Please contact us before sending an item back so we can provide the correct return details and avoid delays.

You do not need our approval to exercise a statutory right of cancellation, and contacting us for return instructions does not reduce your legal rights.

3. UK Consumer Cancellation Rights

For most eligible purchases made online, UK consumers have a statutory right to cancel within 14 days of receiving their goods, without giving a reason.

To exercise this right, you must clearly inform us of your decision to cancel within the applicable cancellation period.

You then generally have a further 14 days to send the goods back.

Where permitted by law, customers are responsible for direct return postage costs, provided those costs were properly disclosed before purchase.

Your statutory rights remain unaffected by our additional 30-day returns offer.

4. European Union Returns and Withdrawal Rights

For eligible online orders delivered to the European Union, consumers generally have a 14-day right of withdrawal from receipt of the goods, subject to applicable legal exceptions.

Customers may exercise this right by notifying us clearly within the relevant period.

Goods must generally be returned within 14 days of communicating the withdrawal.

Refunds and return postage responsibilities will be handled in accordance with applicable consumer protection law.

Our additional 30-day returns offer also applies to eligible EU purchases.

5. Earrings, Hygiene and Excluded Items 

For hygiene and health protection reasons, certain products may be excluded from change-of-mind returns only where the relevant law permits an exclusion.

This may include sealed goods that are not suitable for return for hygiene or health protection reasons once their seal has been broken.

Personalised or custom-made items may also be exempt from change-of-mind cancellation rights where permitted by law.

We will not automatically exclude all earrings or jewellery from statutory cancellation rights simply because they are jewellery.

These exclusions do not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

6. Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty or incorrect, please contact us as soon as reasonably possible.

We recommend including your order number, a description of the issue and photographs where available.

Although early notification helps us resolve problems quickly, there is no 48-hour deadline that removes your statutory rights.

Where required by applicable consumer law, we will provide an appropriate remedy, which may include a repair, replacement or refund.

We will cover reasonable return costs where legally required for faulty or incorrectly supplied goods.

7. Refunds

Once your return is received, we will inspect it where appropriate and confirm the outcome.

Approved refunds will be made to the original payment method unless otherwise agreed and legally permitted.

For statutory cancellations, refunds will be issued within the applicable legal deadlines. We may withhold a refund until the goods are received or evidence of their return is provided, where permitted by law.

Where legally required, the refund will include the original standard delivery charge. Additional charges for an upgraded delivery service may not be refundable.

For returns accepted solely under our additional 30-day policy, original delivery charges are generally non-refundable unless otherwise required by law.

8. Return Shipping Costs

For change-of-mind returns, customers are generally responsible for return postage where this has been properly disclosed and applicable law permits it.

For faulty, damaged, incorrectly described or incorrectly supplied items, we will meet return shipping costs where required by law.

We recommend using a tracked postal service and keeping proof of postage.

9. Order Cancellations Before Dispatch

If you need to cancel or change an order, please contact us as soon as possible.

We will try to accommodate changes or cancellation requests before dispatch.

Once an order has been dispatched, we may be unable to stop or modify the shipment.

However, dispatch does not remove any statutory cancellation or withdrawal rights that apply to your purchase.

10. International Orders and Customs Charges

FATAGYAN LUXE Jewellery ships from the United Kingdom.

Customers ordering from Ireland and other EU countries may be required to pay import VAT, customs duties or carrier clearance charges.

These charges are separate from our product prices and shipping fees unless explicitly stated otherwise at checkout.

Refunds of import taxes or customs charges collected by third parties may need to be requested from the relevant customs authority or carrier. This does not affect any rights you may have under applicable law.

11. Contact Us

For returns, refunds, cancellations or order-related questions, please contact FATAGYAN LUXE Jewellery through the contact information provided on our website.

Website: https://fatagyanluxe.com

We will provide return instructions and the applicable return address privately when you contact us.

12. Your Statutory Rights

Nothing in this policy excludes, restricts or overrides consumer rights that cannot lawfully be excluded under applicable UK or EU legislation.

Where this policy and mandatory consumer law differ, the applicable consumer law will take precedence.