Refunds and Returns Policy
Returns and Exchange Policy
At Hayes & Cole, we aim to deliver high-quality products and a smooth customer experience. However, if you need to return an item, the following terms apply. By placing an order, you accept this policy.
Return Periods
Return timelines vary by product type:
• Engagement and wedding rings: 90 days
• All other jewellery: 30 days
Eligibility for Returns
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Standard Items
Items must meet all of the following:
• Unworn, undamaged, and in original condition
• Returned with all original packaging, certificates, and documentation
• No alterations such as resizing, engraving, or third-party repairs
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Defective Items
Refer to the section below.
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Non-Returnable Items
You will always be notified in advance if an item is not eligible for return. These include:
• Custom or bespoke designs
• Rings with:
– Natural diamonds over £20,000
– Lab-grown diamonds over £5,000
– Coloured gemstones over £5,000
– Specific shapes (Old Mine, Rose Cut, Hexagonal, Old European, Kite) above £4,000
– Custom-cut gemstones or diamonds of any value
• Loose or unset diamonds
How to Start a Return
To request a return, contact our Customer Care Team at help@hayesandcole.com within 90 days of receiving your order. Include your order reference number. You will receive instructions for shipping or drop-off.
Returned items must reach us within 97 days of delivery, or within 7 days after the applicable return period if different. Late returns will not be accepted.
Shipping Requirements
Customers are responsible for return shipping costs. You must follow our provided shipping instructions carefully to ensure proper insurance and security.
We are not responsible for items lost, stolen, or damaged if instructions are not followed. Poorly packaged returns may be rejected.
Returns missing documentation, packaging, or required items will not be processed.
Inspection Process
All returns undergo a quality check, which may take up to 14 business days.
Fees
Certain bespoke items may incur a £150 design fee upon return. If applicable, this will have been disclosed before purchase.
Refunds
Refunds are issued only after inspection confirms eligibility. They will be processed via the original payment method, excluding any applicable fees.
Exchanges
If you wish to exchange an item, contact help@hayesandcole.com and follow the return procedure. Exchanged or newly created rings are final sale and cannot be returned or exchanged again, unless defective.
Exchange fees:
• Engagement rings: £250 handling and restocking fee
• Wedding rings: £100 handling and restocking fee
Gift Returns
To return a gifted item, contact our Customer Care Team and follow the same process. Refunds will be issued to the original purchaser. Exchanges can also be arranged.
Resizing and Remaking
If resizing exceeds two sizes within six months, a remake fee starting from £250 (including VAT) may apply. See our Resizing Policy for details.
Defective or Damaged Items
If your item arrives damaged or defective, notify us within 3 days of delivery at help@hayesandcole.com. We will evaluate and offer repair, replacement, or refund where appropriate. Damage caused after delivery is not covered.
Dispute Resolution
Any disputes will be handled through mediation or arbitration as outlined in our Terms of Service. Customers are responsible for associated costs.
If you have any questions, please contact our Customer Care Team at help@hayesandcole.com.