JEWELLERY REPAIR AGREEMENT
PLEASE READ ALL TERMS AND CONDITIONS
APPLICATION
These Terms and Conditions will apply to the purchase of the services and goods by you (THE CUSTOMER or you). We are Jewellery Repairs UK Registered Office: Victoria House, 50 Alexandra Street, Southend On Sea, Essex, England, SS1 1BN, with correspondence address PO Box 13541, Chelmsford, Essex CM1 9PW,with email address info@jewelleryrepairsuk.com VAT Registration Number 506 7785 63 (THE COMPANY or us or we). These are the terms on which we sell all services to you. You can only purchase the services and goods from the website if you are eligible to enter into a contract and are at least 18 years old.
SENDING YOUR JEWELLERY USING OUR PREPAID POSTAL SERVICE
THE CUSTOMER may request THE COMPANY’S prepaid envelope. The envelopes use Royal Mail Special Delivery Guaranteed Next Day by 1pm service.
The applicable shipping and insurance fee will be advised at the time of booking. The fee covers delivery of the jewellery to THE COMPANY and the return of the jewellery to THE CUSTOMER.
Items sent using THE COMPANY’S prepaid postal service are insured with Royal Mail up to £750. Where THE CUSTOMER purchases enhanced cover of up to £2,500 or £5,000, the additional cover above £750 is provided through THE COMPANY’S business insurance policy.
THE CUSTOMER is responsible for selecting an appropriate level of insurance cover that reflects the replacement value of the jewellery being sent to THE COMPANY.
THE CUSTOMER must retain proof of postage and evidence of the value of the jewellery. Such documentation will be required in the event of an insurance claim. Failure to provide proof of postage and satisfactory proof of value may result in a claim being rejected.
In the event of loss or damage to an item sent using THE COMPANY’S prepaid postal service, THE COMPANY will administer the insurance claim on behalf of THE CUSTOMER. Any claim settlement shall be subject to the terms, conditions and acceptance of the relevant insurer. THE COMPANY does not guarantee that any claim will be accepted.
SENDING YOUR JEWELLERY USING YOUR CHOSEN ROYAL MAIL SERVICE (Sending Directly)
THE CUSTOMER may choose to arrange their own delivery to THE COMPANY.
All jewellery sent directly to THE COMPANY must be sent using Royal Mail. THE COMPANY cannot accept deliveries from alternative carriers due to the use of a Royal Mail PO Box address.
Where THE CUSTOMER arranges their own delivery, all risk of loss, theft or damage remains with THE CUSTOMER until the jewellery has been received by THE COMPANY.
THE COMPANY accepts no responsibility for items lost, stolen or damaged whilst in transit to THE COMPANY when THE CUSTOMER has arranged their own delivery.
THE CUSTOMER is solely responsible for ensuring that jewellery is packaged securely and appropriately for transit. THE COMPANY shall not be liable for any loss or damage resulting from inadequate, insufficient or unsuitable packaging.
THE CUSTOMER is responsible for arranging any insurance cover they consider necessary when using their own postal service.
QUOTES - PROCEED OR REJECT
Once THE CUSTOMER receives a quotation from THE COMPANY, THE CUSTOMER may choose to proceed with the repair or reject the quotation.
If THE CUSTOMER chooses to proceed, the repair will be carried out in accordance with THE COMPANY’S terms.
If THE CUSTOMER does not proceed with the repair, the jewellery will be returned to THE CUSTOMER in accordance with the service used to send the jewellery to THE COMPANY, as set out below.
PREPAID POSTAL SERVICE
Where THE CUSTOMER has used THE COMPANY’S prepaid Royal Mail Special Delivery Guaranteed by 1pm service and chooses not to proceed with the repair, THE CUSTOMER shall be liable for the applicable “If quote rejected” charge displayed at the time of selecting their prepaid envelope option. This charge forms part of THE COMPANY’S prepaid service pricing and contributes towards the cost of receiving, handling, and processing the jewellery.
SEND DIRECTLY SERVICE
Where THE CUSTOMER has sent the jewellery to THE COMPANY using their own postal service, and chooses not to proceed with the repair, THE COMPANY will cover the cost of returning the jewellery to THE CUSTOMER using a Royal Mail service equivalent to that originally used by THE CUSTOMER.
PAYMENT
Once THE CUSTOMER has accepted the quote, THE CUSTOMER agrees to pay the quoted VAT-inclusive price. THE COMPANY agrees to carry out the repairs and servicing with a reasonably appropriate level of skill and care. Once THE COMPANY has initiated the repair or service, THE CUSTOMER cannot withdraw consent.
All payments are collected via our secure, online payment platform which is powered by a third-party provider called Stripe. THE COMPANY is never exposed to or has access to your credit details including your security code.
Full Payment is required before any repair or service is carried out.
Refunds are only given if THE COMPANY is unable to complete a repair that was outlined in the quote. Where a refund is made it will normally be paid in full but this is at the reasonable discretion of THE COMPANY.
REPAIRS
If, during the repair or service, we find unforeseen additional operations or encounter difficulties, due to the condition and/or age of the item, not covered in the initial quote, THE COMPANY will promptly provide THE CUSTOMER with a new or updated quote for approval, detailing the newly required operations on the jewellery. At anytime a repair or service can be discontinued by THE COMPANY. In this case, the item will be returned to THE CUSTOMER, without charge and insofar as possible in the same condition as when the item was delivered to us and THE COMPANY shall have no further liability to THE CUSTOMER.
If an item received has been reported stolen, THE COMPANY retains the right to notify the former owner and/or the appropriate authorities, who have the sole authority to establish legal ownership of the item.
When Jewellery is repaired or serviced we will make our best efforts to preserve any engravings or hallmarks, however, this is not guaranteed.
All repairs involve a degree of risk, primarily due to the necessity of using heat in most cases. If a piece of metal is faulty, applying heat may exacerbate the damage beyond repair. Although THE COMPANY endeavour to detect faulty metal before commencing work, internal faults may remain undetectable until heat is applied. In such cases, THE COMPANY accepts no liability if damage occurs due to faulty metal and THE CUSTOMER is advised to contact the retailer for a replacement or refund.
ITEMS THAT CANNOT BE REPAIRED
If THE COMPANY determines that a repair cannot be successful then the jewellery will be returned to THE CUSTOMER at the address supplied on the enclosed repair form. The jewellery will be sent back free of charge via Royal Mail 48 Tracked which is an un-insured method of postage.
THE COMPANY cannot be held responsible for damaged or lost items that have been returned this way and THE CUSTOMER waives all rights to complain and challenge.
THE COMPANY will issue an email with a tracking number informing YOU, THE CUSTOMER that a repair cannot be made and is being returned.
If THE CUSTOMER requires insured and/or tracked delivery, they must inform THE COMPANY who will arrange at THE CUSTOMER’s expense.
RETURN DELIVERY
THE COMPANY will only ever use Royal Mail for deliveries.
Delivery charges are shown here and at the time of payment or cancellation, and include UK VAT at the prevailing rate
THE CUSTOMER’s delivery address and billing address must be the same. It is the responsibility of THE CUSTOMER to ensure that our system has the correct delivery address at all times.
The choice of return options are given to THE CUSTOMER at the time of payment or cancellation except in the event of non-response from THE CUSTOMER.
In the event of non-response from THE CUSTOMER within a reasonable timeframe as determined by THE COMPANY, the items will be returned to THE CUSTOMER using the address provided on the repair form. The jewellery will be sent back via Royal Mail 1st Class Signed for, which is a postage method without tracking or insurance.
If THE CUSTOMER chooses a non tracked and/or un-insured method of return delivery then THE COMPANY and Royal Mail cannot be held responsible for any damage or loss.
Delivery times are based on the date an item has actually been posted, which may not be the date THE CUSTOMER made the request.
ROYAL MAIL CLAIMS
To claim for damage or loss on postal insured service, THE COMPANY requires written notification via email from THE CUSTOMER to initiate a claim against Royal Mail. Proof of value, such as a sales receipt or a valuation document, will be requested by Royal Mail. If THE CUSTOMER is unable to provide these details to THE COMPANY, the claim cannot proceed and will be rejected.
Royal Mail compensate based on actual loss, where evidence of posting and value are provided. Please keep all receipts from the Post Office as these are required in the event of a claim.
GUARANTEE
Our Guarantee period varies but is always specified in THE CUSTOMERS quote.
Most repairs come with a 1-year guarantee only, exceptions as below:
- Restringing repairs, are covered for 6 months only.
- In instances where the quote indicates “BEST POSSIBLE ONLY,” no guarantee is offered as external factors beyond the repair may influence its longevity or effectiveness.
Our guarantee solely applies to the repair conducted by THE COMPANY and does not cover damage caused by THE CUSTOMER or general wear and tear.
To make a claim under the guarantee, THE CUSTOMER must promptly submit a claim via email. THE COMPANY will assess the jewellery to determine if the repair is covered by the guarantee. If covered, the work will be carried out promptly and returned using the originally chosen postage method.
FORCE MAJEURE
In the event, THE COMPANY is unable to finish the repair or service due to a force majeure event, the completion will be deferred based on the nature and magnitude of the event, pending agreement. Force majeure encompasses, but is not limited to, natural phenomena, conflicts, strikes, attacks, unforeseen official restrictions, and any other events beyond THE COMPANY’s control.
GOVERNING LAW
The contract (including any non-contractual matters) is governed by the law of England and Wales.
COMPLAINTS
We try to avoid any dispute, so we deal with complaints as follows: If at any time you are not completely satisfied with the service provided by us, please submit your complaint via email info@jewelleryrepairsuk.com We will aim to respond with an appropriate solution.
