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 Limited, trading as Jewellery Repairs UK, company number 16121397. Our registered office is Victoria House, 50 Alexandra Street, Southend On Sea, Essex, England, SS1 1BN, and our correspondence address is PO Box 13541, Chelmsford, Essex CM1 9PW. Our email address is info@jewelleryrepairsuk.com and our VAT Registration Number is 506 7785 63 (THE COMPANY or us or we).

These are the terms on which we sell all goods and 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.

By sending jewellery to THE COMPANY, THE CUSTOMER confirms that they own the jewellery or have the owner’s authority to instruct THE COMPANY to inspect and carry out work on it.

ESTIMATES AND QUOTATIONS

Any estimate provided before THE COMPANY receives and inspects the jewellery, including an estimate based on photographs or information supplied by THE CUSTOMER, is provisional only.

After receiving and inspecting the jewellery, THE COMPANY will provide a final quotation setting out the work recommended and the applicable price. The final quotation may differ from an earlier estimate where the inspection reveals additional wear, damage, construction issues or work that could not reasonably have been identified from the information or photographs initially supplied.

No repair work will be carried out until THE CUSTOMER has accepted and paid the final quotation, unless THE CUSTOMER has separately authorised specific inspection or preparatory work.

SENDING YOUR JEWELLERY USING  THE “JRUK SECURE JEWELLERY PACK” SERVICE

THE CUSTOMER may request THE COMPANY’S “JRUK Secure Jewellery Pack” (the “JRUK Secure Pack”).

The JRUK Secure Pack includes suitable packaging and a prepaid Royal Mail Special Delivery Guaranteed by 1pm envelope for sending the jewellery to THE COMPANY.

The applicable postage and insurance fee will be advised and payable when THE CUSTOMER requests the JRUK Secure Pack. This fee covers delivery of the jewellery to THE COMPANY and its insured return to THE CUSTOMER.

Items sent using THE COMPANY’S  JRUK Secure Pack 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.

Requirements relating to proof of postage, proof of value and insurance claims are set out in the POSTAGE, LOSS, DAMAGE AND CLAIMS section of these terms.

SENDING YOUR JEWELLERY USING THE “USE YOUR OWN POSTAGE” SERVICE

THE CUSTOMER may choose to arrange their own delivery to THE COMPANY using THE COMPANY’S “Use Your Own Postage” service.

All jewellery sent using the “Use Your Own Postage” service 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 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 to the extent that it results from inadequate, insufficient or unsuitable packaging.

THE CUSTOMER is responsible for arranging any insurance cover they consider necessary when using the “Use Your Own Postage” service.

Where THE CUSTOMER requires compensation cover for jewellery sent using the “Use Your Own Postage” service, THE CUSTOMER is responsible for selecting an appropriate Royal Mail Special Delivery Guaranteed service and a level of compensation cover that reflects the jewellery’s replacement value.

QUOTES – PROCEED OR REJECT

 Once THE CUSTOMER receives THE COMPANY’S final quotation, THE CUSTOMER may choose to accept or reject it.

If THE CUSTOMER accepts the quotation, full payment will be required before the repair is carried out. The repair will then be completed in accordance with the accepted quotation and these terms.

If THE CUSTOMER rejects the quotation, the jewellery will be returned in accordance with the service used to send it to THE COMPANY, as set out below.

If the JRUK secure pack was used:

Where THE CUSTOMER used THE COMPANY’S JRUK Secure Pack and chooses not to proceed with the repair, the applicable “If Quote Rejected” charge displayed when the JRUK Secure Pack was selected will apply.

This charge forms part of THE COMPANY’S JRUK Secure Pack pricing and contributes towards the cost of receiving, handling, processing and returning the jewellery.

The jewellery will be returned in accordance with the RETURN DELIVERY section of these terms.

If the “Use your own postage” service was used:

Where THE CUSTOMER used THE COMPANY’S “Use Your Own Postage” service and chooses not to proceed with the repair, THE COMPANY will arrange and pay for the return of the jewellery.

The jewellery will be returned in accordance with the RETURN DELIVERY section of these terms.

PAYMENT

Once THE CUSTOMER has accepted the quotation, THE CUSTOMER agrees to pay the quoted VAT-inclusive price.

Full payment is required before any repair or service is carried out.

Payments are processed securely through Stripe. THE COMPANY does not receive or store THE CUSTOMER’S complete card number or card security code.

CANCELLATION RIGHTS

Where THE CUSTOMER has a statutory right to cancel a repair contract entered into at a distance, THE CUSTOMER may cancel within 14 days beginning on the day after the repair contract is entered into.

To cancel, THE CUSTOMER must inform THE COMPANY of their decision by a clear statement. THE CUSTOMER may email info@jewelleryrepairsuk.com or use THE COMPANY’S online Cancellation Form. THE CUSTOMER does not have to use the Cancellation Form to exercise their right to cancel.

Where THE CUSTOMER has expressly requested that THE COMPANY begins the repair before the end of the 14-day cancellation period and cancels before the repair service has been fully completed, THE CUSTOMER may be required to pay a reasonable amount proportionate to the work supplied up to the time of cancellation.

If THE CUSTOMER cancels during the cancellation period, THE COMPANY will refund any amount paid, less any proportionate amount due for work supplied up to the time of cancellation.

Where THE CUSTOMER has expressly requested that the repair begins during the cancellation period and has acknowledged that the right to cancel will end once the repair service is fully completed, that right will end when the repair service has been fully completed.

Nothing in this section affects THE CUSTOMER’S statutory rights where a repair is defective, has not been completed as agreed or has not been carried out with reasonable care and skill.

REPAIRS

If, during the repair or service, THE COMPANY identifies unforeseen additional work, operations or difficulties arising from the age, condition, construction or materials of the jewellery that were not included in the accepted quotation, THE COMPANY will pause the affected work and provide THE CUSTOMER with a new or updated quotation for approval.

No additional chargeable work will be carried out without THE CUSTOMER’S approval.

THE COMPANY may suspend or discontinue a repair where it is reasonably necessary to do so, including where:

1. The repair is found to be unsafe or technically impracticable;
2. Previously hidden damage, deterioration or weakness is discovered;
3. Continuing the repair would create a significant risk of further damage;
4. THE CUSTOMER does not approve additional work that is reasonably necessary to complete the repair;
5. A legal or ownership concern arises; or
6. Circumstances outside THE COMPANY’S reasonable control prevent the repair from being completed safely or successfully.

Where a repair is suspended or discontinued, THE COMPANY will notify THE CUSTOMER and explain the reason.

Any amount paid for quoted repair work that has not been carried out will be refunded. The jewellery will be returned in accordance with the RETURN DELIVERY section of these terms.

Where authorised work has already altered the jewellery, or where a hidden defect becomes apparent during the repair, it may not be possible to return the jewellery in exactly the same condition as it was received.

If THE COMPANY reasonably believes that an item may have been stolen or may be subject to an ownership dispute, THE COMPANY may suspend all work, notify the police or another appropriate authority and comply with any lawful instructions concerning possession or release of the item.

THE COMPANY will take reasonable care to preserve existing engravings and hallmarks. However, the nature or location of some repairs may make alteration, partial loss or removal unavoidable. Where such an effect is reasonably foreseeable, THE COMPANY will notify THE CUSTOMER before the relevant work proceeds.

Jewellery repairs involve inherent risks and may require processes including heat, pressure, soldering, welding, polishing, plating, stone removal or stone setting. These processes may reveal or worsen pre-existing weaknesses, deterioration, previous repairs or hidden defects that could not reasonably have been identified before work began.

THE COMPANY will not be responsible to the extent that damage results from a pre-existing hidden defect that could not reasonably have been identified or avoided despite THE COMPANY exercising reasonable care and skill.

Nothing in these terms excludes or limits THE COMPANY’S responsibility for failing to carry out the repair with reasonable care and skill.

If THE COMPANY determines that a repair cannot be completed successfully, THE COMPANY will notify THE CUSTOMER by email. The jewellery will be returned in accordance with the RETURN DELIVERY section of these terms.

RETURN DELIVERY

THE COMPANY uses Royal Mail for all return deliveries.

THE CUSTOMER is responsible for ensuring that the delivery address held by THE COMPANY is complete and correct. Any change of address must be provided to and confirmed by THE COMPANY before the jewellery is dispatched.

If the JRUK secure pack was used:

Where THE CUSTOMER selected the JRUK Secure Pack, the fee paid when the pack was selected includes both delivery of the jewellery to THE COMPANY and its insured return to THE CUSTOMER.

No additional payment for return delivery will be required.

Where THE CUSTOMER rejects the quotation, the applicable “If Quote Rejected” charge will apply as described in the QUOTES – PROCEED OR REJECT section.

If the “Use your own postage” service was used:

Where THE CUSTOMER selected the “Use Your Own Postage” service and accepts the final quotation, THE CUSTOMER will select and pay for their chosen Royal Mail return service when accepting and paying the final quotation.

The available return options and charges will be displayed before payment. Return delivery charges will be calculated using Royal Mail’s current published price for the selected service, plus VAT at the prevailing rate.

THE CUSTOMER is responsible for selecting a return service and level of compensation cover appropriate to the replacement value of the jewellery.

Where THE CUSTOMER selected the “Use Your Own Postage” service and rejects the final quotation, THE COMPANY will arrange and pay for the return of the jewellery.

THE COMPANY will normally use the same Royal Mail service used by THE CUSTOMER to send the jewellery to THE COMPANY, or the nearest appropriate equivalent service available, provided that the service is suitable for sending jewellery. Where the original service is not suitable for jewellery, THE COMPANY may use another appropriate Royal Mail service.

No separate return-delivery payment will be required from THE CUSTOMER.

Repairs that cannot be completed:

Where THE CUSTOMER accepted and paid for a repair but THE COMPANY subsequently determines that the repair cannot be completed successfully, the jewellery will be returned as follows:

1. Where the JRUK Secure Pack was used, return delivery is included in the fee already paid.
2. Where the “Use Your Own Postage” service was used, the jewellery will be returned using the Royal Mail service selected and paid for when THE CUSTOMER accepted the final quotation.

No further return-delivery payment will be required.

Any amount paid for repair work that has not been carried out will be refunded.

Where a return-delivery charge has already been paid and the selected delivery service is used to return the jewellery, that delivery charge will not be refunded.

GENERAL RETURN INFORMATION

Any available tracking information will be provided to THE CUSTOMER after the jewellery has been dispatched.

Any estimated delivery time begins on the date the jewellery is dispatched and not on the date THE CUSTOMER accepts the quotation, makes payment or requests the return of the jewellery.

CUSTOMER NON-RESPONSE AND UNCOLLECTED JEWELLERY

THE CUSTOMER is responsible for responding to THE COMPANY’S quotation and for keeping THE COMPANY informed of any change in contact details or circumstances affecting the repair.

A quotation will remain valid for 30 days from the date it is issued unless THE COMPANY agrees otherwise in writing.

If THE CUSTOMER has not accepted or rejected the quotation within 30 days, the quotation will expire and THE COMPANY will not send further routine quotation reminders.

If THE CUSTOMER contacts THE COMPANY before or after expiry of the quotation and requests additional time before proceeding or making payment, THE COMPANY may agree to continue to store the jewellery safely for an agreed period. Any such arrangement will be confirmed by THE COMPANY.

Where no response or other instruction is received from THE CUSTOMER, THE COMPANY will continue to store the jewellery securely for up to 12 months from the date of the quotation.

THE CUSTOMER remains responsible for keeping their email address, postal address and other contact details up to date while THE COMPANY is holding the jewellery.

If the jewellery remains unclaimed after 12 months, THE COMPANY may take steps to sell or otherwise dispose of the jewellery in accordance with applicable law. Before doing so, THE COMPANY will send a final notice to THE CUSTOMER using the last contact details provided to THE COMPANY and will allow a reasonable further period for THE CUSTOMER to respond and arrange return of the jewellery.

Where uncollected jewellery is sold, any proceeds will be dealt with in accordance with applicable law, including any permitted deduction for sums owed to THE COMPANY and reasonable costs incurred in connection with storage, sale or disposal.

POSTAGE, LOSS, DAMAGE AND CLAIMS

Where THE CUSTOMER sends jewellery to THE COMPANY, THE CUSTOMER must retain proof of postage and satisfactory evidence of the value of the jewellery, including where available a purchase receipt, valuation, invoice or other evidence showing its replacement or market value.

Where an item sent using the JRUK Secure Pack, or an item returned using postage arranged by THE COMPANY, is lost or damaged in transit, THE CUSTOMER must notify THE COMPANY by email as soon as reasonably possible and provide the information reasonably required to investigate and submit a claim.

THE COMPANY will administer any applicable Royal Mail or business-insurance claim relating to postage purchased or arranged by THE COMPANY. Any claim and settlement will be subject to the terms, evidence requirements, exclusions, valuation basis and acceptance of Royal Mail or the relevant insurer. THE COMPANY cannot guarantee that any claim will be accepted or that any compensation or insurance settlement will be paid in full.

Where THE CUSTOMER sends jewellery to THE COMPANY using the “Use Your Own Postage” service, THE CUSTOMER is responsible for making any claim directly with Royal Mail because THE CUSTOMER selected and purchased the inbound postal service. THE COMPANY will provide reasonable confirmation or assistance relating to receipt or non-receipt where required.

Claims require proof of posting, proof of the postal service and compensation level purchased, proof of value and other evidence requested by Royal Mail or the relevant insurer. Failure to retain or provide the required evidence may result in the claim being reduced or rejected.

Where jewellery or its packaging is received damaged, THE CUSTOMER must retain the jewellery, all contents and all packaging, as these may be required for inspection as part of the claim.

Any compensation or insurance settlement will be assessed by Royal Mail or the relevant insurer in accordance with the applicable claim or policy terms, including the evidence of actual loss or value provided and the maximum level of compensation or insurance cover selected.

Any compensation or insurance settlement received by THE COMPANY in respect of THE CUSTOMER’S lost or damaged jewellery will be paid to THE CUSTOMER, subject to the applicable Royal Mail or insurer claim and policy terms.

Where a claim for lost jewellery is successful, any compensation or insurance settlement paid to THE CUSTOMER is paid on the basis that the jewellery remains lost. If the jewellery is subsequently located, recovered or delivered, THE CUSTOMER must notify THE COMPANY immediately. Where payment has already been made to THE CUSTOMER, THE CUSTOMER agrees to repay the amount received to THE COMPANY in full. THE COMPANY may require THE CUSTOMER to complete or acknowledge any additional documentation reasonably required by Royal Mail or the relevant insurer before any compensation or insurance settlement is released to THE CUSTOMER.

GUARANTEE

Any guarantee period that differs from the standard guarantee periods below will be specified in THE CUSTOMER’S quotation.

Unless a different guarantee period is stated in THE CUSTOMER’S quotation, repair work carried out by THE COMPANY is covered by a 12-month guarantee from the date on which the repaired jewellery is returned to THE CUSTOMER.

The following exceptions apply:

1. Restringing repairs are covered by a six-month guarantee.
2. Where THE CUSTOMER’S quotation states “BEST POSSIBLE ONLY”, no additional contractual guarantee is provided. This is because the condition, construction or material of the jewellery, or factors outside the area being repaired, may affect the longevity or effectiveness of the repair.

THE COMPANY’S guarantee applies only to the specific repair work carried out by THE COMPANY, as described in the accepted quotation. It does not apply to the jewellery as a whole or to unrelated components, settings, links, stones or areas that were not included in the repair.

The guarantee does not cover damage caused by accident, misuse, neglect, impact, pulling, crushing, improper storage, exposure to chemicals, general wear and tear, deterioration elsewhere in the jewellery, or work subsequently carried out by THE CUSTOMER or another person or business.

If THE CUSTOMER believes that a repair has failed within the applicable guarantee period, THE CUSTOMER must notify THE COMPANY and provide reasonable details and, where requested, photographs of the issue.

Where an inspection is reasonably required, THE CUSTOMER must return the jewellery, including any loose or detached components, to THE COMPANY for assessment before a guarantee remedy is agreed.

THE COMPANY will arrange and pay the reasonable cost of returning the jewellery for assessment, provided that THE CUSTOMER follows THE COMPANY’S return instructions and uses the Royal Mail service specified by THE COMPANY.

Following assessment, where THE COMPANY confirms that the issue is covered by the guarantee, THE COMPANY will carry out the appropriate remedial repair without charge and will cover the cost of returning the jewellery to THE CUSTOMER.

This guarantee is provided in addition to, and does not affect, THE CUSTOMER’S statutory rights.

COMPLAINTS, ASSESSMENT AND REMEDIES

THE COMPANY aims to resolve complaints fairly and promptly. If THE CUSTOMER is dissatisfied with the service provided, including where THE CUSTOMER believes that a repair has not been completed in accordance with the accepted quotation, has not been carried out with reasonable care and skill, or is otherwise defective, THE CUSTOMER must notify THE COMPANY by email at info@jewelleryrepairsuk.com and provide reasonable details of the issue. THE COMPANY will respond within a reasonable time.

Where reasonably required, THE CUSTOMER agrees to return the jewellery, together with any loose or detached components, to THE COMPANY for inspection and assessment before any refund, price reduction or other remedy is finalised.

THE COMPANY will arrange and pay for the reasonable cost of returning the jewellery to THE COMPANY for assessment, provided that THE CUSTOMER follows THE COMPANY’S return instructions and uses the Royal Mail service specified by THE COMPANY.

THE CUSTOMER must give THE COMPANY a reasonable opportunity to inspect the jewellery. Where the assessment shows that the original repair has not been completed in accordance with the accepted quotation or with reasonable care and skill, THE COMPANY will, where appropriate, repeat or correct that repair at no additional cost. Any such repeat repair will be carried out within a reasonable time and without causing significant inconvenience to THE CUSTOMER.

Where the assessment identifies additional deterioration, damage, weakness, defects or repair work that falls outside the scope of the original accepted quotation and is not caused by, or required to remedy, a failure in THE COMPANY’S original repair, THE COMPANY may provide THE CUSTOMER with a new or additional quotation. No additional chargeable work will be carried out without THE CUSTOMER’S approval.

Where the assessment shows that THE COMPANY’S original repair has failed to meet the accepted quotation or has not been carried out with reasonable care and skill, THE COMPANY will provide the appropriate remedy in accordance with THE CUSTOMER’S statutory rights. This may include corrective or repeat repair work at no additional cost, a partial refund or, where appropriate, a full refund.

No refund or price reduction will normally be finalised until THE COMPANY has had a reasonable opportunity to inspect the jewellery, unless an inspection is unnecessary, impossible or the law requires otherwise.

Nothing in these terms limits or excludes THE CUSTOMER’S statutory rights.

FORCE MAJEURE

THE COMPANY will not be responsible for a delay or failure to perform its obligations where the delay or failure is caused by an event outside THE COMPANY’S reasonable control.

Such events may include natural disasters, fire, flood, war, civil unrest, terrorism, industrial action, postal or transport disruption, government restrictions, interruption of utilities or communications, or the serious illness or incapacity of a person essential to the repair.

THE COMPANY will notify THE CUSTOMER where reasonably possible and will take reasonable steps to reduce the effect of the event. Any agreed completion date will be extended by a reasonable period having regard to the circumstances.

If the event prevents the repair from being completed, THE COMPANY will notify THE CUSTOMER, refund any amount paid for repair work that has not been carried out and return the jewellery in accordance with the RETURN DELIVERY section.

GOVERNING LAW

The contract, including any non-contractual matters, is governed by the law of England and Wales.

If THE CUSTOMER is a consumer who lives in another part of the United Kingdom, this does not deprive THE CUSTOMER of any mandatory protections provided by the law of the part of the United Kingdom in which they live.