This policy applies to goods bought in-store or online.
PRAVINS GOODWILL RETURNS POLICY
Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for goods bought online or in-store with a valid receipt within 14 calendar days of purchase.
For a refund or exchange under our goodwill policy, items must be:
Please note that your goods will need to be sent to our Head Office for verification and approval before a refund can be offered. The refund will normally be issued from Head Office within 14 days of you returning the goods. Refunds will be made using the same method of payment that was used for purchase.
EXTENDED CHRISTMAS 2018 RETURNS PERIOD – ITEMS PURCHASED FROM THE 1ST TO THE 31ST DECEMBER 2018 CAN BE RETURNED UP TO THE 13TH JANUARY 2019.
RETURNING AND CANCELLING ORDERS FROM OUR WEBSITE
Your legal right to cancel a contract starts from the date of the Shipment Notification or Collection Notification, which is when the contract between us is formed. If the goods have already been delivered to you, you have a period of 14 calendar days in which you may return the goods, starting from the day after the day you receive the goods. After the 14-day period, we will not be able to offer a refund or exchange.
To cancel a contract, please e-mail us at email@example.com. Please inform us of your order number, the date you ordered and received the goods as well as the name and address provided for your order. You may wish to keep a copy of your cancellation notice for your own records. Your cancellation is effective from the date you send us the e-mail.
RETURNING YOUR JEWELLERY TO PRAVINS
You can either return your jewellery to one of our boutiques in person, or send it to our London office by Royal Mail Special Delivery. We recommend Royal Mail Special Delivery as this is a widely-used and reliable tracked service which includes insurance within the cost.
Guidelines for sending jewellery to us by post:
a) Pack your jewellery in a hard container such as the original box.
b) Remember to enclose any supporting documents such as the receipt and guarantee book. Copies will be acceptable if you do not wish to send originals.
c) Place the hard container inside a protective outer cover such as a jiffy bag. For added security, the jiffy bag can be placed inside a silver self-sealing Special Delivery bag (these are available from your local Post Office).
d) Take care to ensure our address is clearly and correctly printed on the outside of the outer cover, the address is
e) Select the correct level of insurance cover (the choices are £500, £1000 or £2500 – please contact us if you need further advice on which option to select).
f) Keep a note of the tracking number.
We regret that we are unable to refund any return postage charges.
HOW REFUNDS WILL BE PROCESSED
We will examine the returned items and will notify you of our findings and (where applicable) confirm your refund (or our reasons why we believe you are not entitled to a refund) by email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of cancellation as described.
Refunds will usually be made to the credit card or debit card used for purchase. For international cards, we will not be liable to you for any fluctuation in currency exchange rates.
If you prefer to return your goods to one of our boutiques, please note that your items will need to be sent to our Head Office for verification and approval before a refund can be offered. The refund will normally be issued from Head Office within 14 days of you returning the products.
EXCHANGING WEBSITE ORDERS
If you would like to exchange your purchase for an alternative item, please email us at firstname.lastname@example.org, providing as much detail as possible. We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returns as outlined above.
To return your goods to us for exchange, please follow the procedure detailed above.
Exchange items can only be dispatched after the returned goods have been received and have undergone a quality control check. Usually, your new exchange item will be delivered within five working days from the time we receive your return parcel. If unfortunately, your desired exchange item is not available, we will refund the purchase price in the manner outlined above.
Alternatively, if you see something you simply must have, you can make your new purchase online and simply return your original purchase for a refund in the manner outlined above.
If you do not return your goods to us within 14 calendar days, we will not be able to offer a refund or exchange.
Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you, altered or personalised in any way (including engraving). Bespoke or specially ordered items will only be refunded if the goods are faulty or were supplied incorrectly.
CLAIMS FOR FAULTY PRODUCTS
In the unlikely event that your purchase is found to be faulty, Pravins shall either fully refund the purchase price, or repair the faulty item, or provide a replacement, or provide alternative goods to the same value. The decision as to which option is offered is entirely at the discretion of Pravins. If we comply with this condition we shall have no further liability to you. Please note that all items that are claimed to be faulty are subject to examination by our Head Office.
Nothing in this policy is intended to affect your statutory rights. This policy should be read in conjunction with our Terms of Business, a copy of which is available on request. Last updated 30th August 2018.