Refund policy
Returns & Exchanges
If you are not satisfied with your purchase we will be happy to offer you a refund or exchange. We are pleased to offer a free returns service. To return your goods, you must notify us within 14 days of receiving your order and the items must be returned to us within 30 days of receiving your order. This does not affect your statutory rights.
Your right to a refund, exchange or credit is subject to:
- The jewellery remaining unworn, undamaged and in it’s original packaging
- Any security tags remaining in tact
- Hannah Martin receiving notification that you wish to return your order within 14 days and your goods being returned within 30 days of receipt.
Returns Procedure
1. Request a Returns Authorisation Number (RAN) by emailing us or calling our customer services on 0207 251 6700. You must do this within 14 days of receiving your delivery
2. Pack your item(s) securely in the packaging in which you received it. We are not liable to refund you if an item is returned to us damaged in any way.
3. Follow the instructions sent to you by email to arrange a return shipment. Your goods must be returned to Hannah Martin within 30 days of delivery
4. We will notify you by email when we receive your return and your refund, exchange or credit will be processed.
RETURNS OR EXCHANGES FOR CUSTOMISED & BESPOKE PRODUCTS
Personalised, customised or custom-made goods can also be returned, however due to the specific production of each piece we are unable to reimburse you with full value of the retail price.
Personalised goods, such as pieces that have been engraved, we will retain 25% of the retail price.
Customised or custom-made goods such as designs that have been produced in different materials (metal or stones for example) to those shown on our e-commerce platform, we will retain 70% of the retail price.
Bespoke products (items that have been designed and produced specifically for one client) cannot be returned, and no refunds or exchanges can be made.
Refunds
If you have requested a refund, any sum debited from your credit card, including sales taxes, will be credited to your account as soon as possible and in any event within 30 days of your order provided that each item is received by us in the supplied condition.
If you do not return the goods in the same condition as they were delivered to you, we shall be entitled to deduct the direct costs of recovering or repairing the goods from the amount to be credited to you.
Exchanges
If you have requested an exchange we will ship your exchanged goods once we have received the returned item(s).
Credit
An item may also be exchanged for a Credit Note, under the parameters outlined in this Returns Policy. Once issued Credit Notes are valid for 6 months. These can only be used to purchase goods directly with Hannah Martin Ltd either in the showroom or on this website.
Late Returns
You are responsible for the safe return of the goods in the timeframes listed above. In the event of a late return, a refund or credit offer is entirely at the discretion of Hannah Martin.
Returns must be made in one shipment, any subsequent returns from the same order may incur additional shipping charges.
Cancellation By Us
We reserve the right to cancel an order if:
1. We have insufficient stock to deliver the goods you have ordered;
2. We cannot deliver to your area; or
3. One or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information.
If we do cancel your order we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card within 7 days. We shall not be obliged to offer any additional compensation.