سياسة الاسترداد
Last updated: 2 November 2026
We want you to feel confident in your Bruvé Jewels purchase. Please contact bruve.jewels@gmail.com if you would like to return an item or need help with an order.
14-day change-of-mind returns
Tell us within 14 calendar days after delivery if you wish to return an eligible item. You then have a further 14 calendar days after notifying us to send it back. Where one order is delivered in separate parcels, the period begins after delivery of the last item in that order.
For our voluntary change-of-mind policy, items must be unworn, undamaged and in their original condition, with original packaging, included accessories and relevant seals or labels intact. Handle jewellery carefully while deciding whether to keep it.
Earrings and necklace labels
- Earrings: earrings arrive with a hygiene seal. We do not accept change-of-mind returns after that seal has been opened or removed where the earrings are unsuitable for return for health or hygiene reasons. Please inspect them before breaking the seal.
- Necklaces: please leave the attached security label intact. Removal makes a necklace ineligible under our voluntary change-of-mind policy. However, an ordinary security label does not itself remove a UK or EEA customer’s statutory cancellation right. Where that right applies, we may only deduct for loss in value caused by handling beyond what is reasonably necessary to inspect the item, as permitted by law.
These seal and label conditions do not remove your rights if an item is faulty, damaged on arrival or not as described.
How to arrange a return
- Email us with your name, order number and the item you wish to return. For a change of mind, you do not have to give a reason.
- Clear photographs or a short video can help us understand the item’s condition or any problem. We may request these to assist our assessment, but they are not a condition of exercising a statutory cancellation right.
- We will provide the return instructions and our return address in Los Angeles, California, United States. Please contact us before posting so the parcel reaches the correct location. The London registered address is not our returns centre. A valid statutory cancellation does not depend on us approving it first.
- Package the jewellery securely, include your order reference and retain proof of posting. We recommend a tracked service with suitable cover for jewellery.
Return postage
You pay the direct cost of a change-of-mind return, including international postage to Los Angeles where applicable. Ask us about the required customs paperwork before sending an international return. We do not charge a restocking fee. For a faulty, incorrect or misdescribed item, contact us for a suitable return method; we cover reasonable necessary return costs where required by law.
Inspection and refunds
We inspect returned items to confirm their condition and eligibility and will tell you the outcome. If a deduction or refusal is lawful, we will explain the reason. Inspection will not extend an applicable legal refund deadline.
Refunds go to the original payment method. We issue eligible voluntary-return refunds within 14 calendar days of receiving the returned item. For UK or EEA statutory cancellations where goods have been dispatched, we refund without undue delay and no later than 14 calendar days after the day we receive the goods back or you provide evidence that you sent them back, whichever happens first. If no goods were supplied, we refund within 14 calendar days after your cancellation notice. Your payment provider may take additional time to display the credit.
Original shipping fees are non-refundable for change-of-mind returns, except where applicable law requires otherwise. Customers also pay change-of-mind return postage.
Where UK or EEA statutory cancellation rights apply to an entire order, we refund the cost of our least expensive standard outbound delivery option. Any additional charge for an upgraded delivery service is non-refundable. Other mandatory rights, including remedies for faulty or misdescribed goods, remain unaffected. We do not deduct a shipping fee from your refund if original delivery was free.
Refusal to pay customs charges
If import duties or taxes were clearly disclosed before purchase as your responsibility and you decline to pay them, the carrier may return the parcel to us. Where permitted by law, any refund may be reduced by reasonable, documented return-to-sender costs actually charged to us. Original shipping fees remain subject to our Returns & Refunds Policy and your statutory rights. We will explain any deductions and process refunds within the applicable legal deadlines.
This does not apply to charges we agreed to cover, charges caused by our error, or charges that were not properly disclosed. If an order was advertised as duty- or tax-covered, contact us before refusing delivery so we can resolve the charge. Refusing a parcel does not automatically cancel your order; please also email us if you wish to cancel. Refusal does not automatically forfeit your entire payment or remove mandatory consumer rights.
Faulty, damaged or incorrect items
Contact us as soon as you notice a problem so we can help. The 14-day change-of-mind limit and seal conditions do not limit claims under applicable consumer law. Depending on the circumstances and the law that applies, you may be entitled to a repair, replacement, refund or another remedy. Please retain the item and packaging while we arrange the next steps.
Australian customers retain all applicable Australian Consumer Law guarantees, including a choice of refund or replacement for a major product failure and the remedies available for other failures.
Exchanges and cancellation before dispatch
Contact us if you need a different item or size. We will explain the available return and replacement options. If you wish to cancel before dispatch, email promptly; we will try to stop the order. If it has already shipped, the applicable return or cancellation process applies.
Your statutory rights
This policy adds to, and does not exclude or restrict, mandatory consumer rights in your country. UK and EEA customers generally have a statutory 14-day cancellation right for online purchases, subject to lawful exceptions such as genuinely hygiene-sealed goods that become unsuitable for return after unsealing. Other mandatory cancellation or product rights may apply in other countries.
Contact
Bruvé Jewels is operated by Bruvé Jewellery Ltd.
Registered address: 124–128 City Road, London EC1V 2NX, England, United Kingdom.
Operations: Los Angeles, California, United States.
Email: bruve.jewels@gmail.com.