REFUND, EXCHANGE AND CANCELLATION POLICY
This policy forms part of FANCI’s terms of business. A copy of our full terms of business is available on request.
FANCI will offer a refund or exchange on goods returned within ten days from the date of purchase (twenty days for purchases between 8th and 24th December), subject to the following conditions:
- The goods have not been worn and are in the same condition as purchased with all original packaging and purchase receipt.
- The goods have not been especially made to order, sized, or otherwise altered in any way.
- The goods are not sale merchandise.
Certain jewellery items will require Senior Management approval before a refund or exchange can be agreed.
In the unlikely event that your purchase is found to be faulty, FANCI shall either repair the faulty item, provide a replacement item or provide a replacement item to the same value of the purchase price.
Items that are claimed to be faulty will require inspection by FANCI Senior Management.
FANCI cannot accept the cancellation of an order for any bespoke commission once an order has been placed. Amendments and alterations to the initial design are welcome and FANCI encourage customer feedback during the design stages to ensure complete customer satisfaction.
CARING FOR YOUR JEWELLERY
Cleaning and Inspection
Most types of jewellery, with the exception of items set with emeralds, opals, pearls or turquoise, can be cleaned with a very soft toothbrush in warm, soapy water and rinsed with clean water.
We recommend that you return your jewellery to FANCI at least once a year for a professional clean and inspection. Should any maintenance work be required FANCI will notify you of this and any charges that may be incurred prior to proceeding.
General Care Guidelines
We recommend that you remove all jewellery before going to the gym, gardening or taking part in any sport or activity which could lead to accidental damage or excessive wear and tear. Items such as earrings, necklaces, chains and bracelets should always be removed to avoid inadvertent snagging.
We strongly recommended that you maintain adequate insurance cover for your jewellery.
JEWELLERY RE-MODELLING AND USE OF SUPPLIED MATERIALS
FANCI welcome bespoke commissions using existing stones and materials, however, using existing/old materials comes with potential risks.
- Stones already set in existing mounts may have hidden flaws/fractures which may cause the stone to split/crack upon removal from the mount. Pre-existing chips/damage may be hidden beneath a claw and only found once removed from its setting.
- Whilst every care is taken when setting stones there is always a risk of a stone chipping/breaking/splitting during the setting stage rendering it unusable.
- FANCI cannot guarantee the quality of materials that it hasn’t supplied. Items manufactured from ‘old’ gold may have slight imperfections such as porosity or similar when finished.
FANCI will guarantee the workmanship for all commissions undertaken using a customer’s own materials but cannot offer a guarantee covering materials. FANCI cannot accept any liability if stone(s) becomes unusable as described above. Should replacement stone(s) be required this will be at the customer’s cost.
Orders placed for bespoke items using customer supplied materials are accepted under these terms of business only.
JEWELLERY SERVICES AND REPAIRS
With an on-site workshop the team at FANCI offer a full jewellery repair service without the need to send jewellery away. As with re-modelling (see above), there are certain risks involved when working with jewellery.
FANCI will guarantee the workmanship for all repairs and jewellery services on customer’s jewellery supplied for repair or services, however, cannot offer a guarantee covering existing materials. FANCI cannot accept any liability if stone(s) becomes unusable as described in JEWELLERY RE-MODELLING AND USE OF SUPPLIED MATERIALS. Should replacement stone(s) or additional material be required this will be at the customer’s cost.
Orders placed for repairs and services are accepted under these terms of business only.
AFTERCARE AND JEWELLERY MAINTENANCE
It is recommended that you have your jewellery inspected and cleaned on a regular basis. FANCI offer a complimentary check and basic clean service in store to all customers which we recommend customers to use at least once per year. For engagement and wedding rings FANCI offer one free resize within six months of the purchase date to a maximum of one size up/down from the original ring size. It is not always possible to resize a ring due to material, design and/or stone settings. FANCI reserve the right to decline to resize a ring (complimentary or otherwise) if it is not possible or to make a charge (quotable in advance of work) if the resize required falls outside of the free resize criteria but is possible.
Quality is at the forefront of everything FANCI manufacture. A lifetime guarantee is given against all items manufactured by FANCI against any manufacturing flaws. In the event it is deemed that an item manufactured by FANCI has a manufacturing flaw, it will be repaired or replaced free of charge. Accidental loss, damage and wear and tear are not covered by this guarantee. Other exclusions include repairs and items manufactured using customer supplied materials not supplied by FANCI. This guarantee is non-transferrable and is limited to the original purchaser only.
FEEDBACK AND CONTACT
Customer feedback is always welcome. If you feel FANCI can improve their service, please email the Managing Director at firstname.lastname@example.org . You will always receive a response. If you would like to give positive feedback about your experience, product or team member please, likewise, email the Managing Director on the address above who will relay your feedback to the team member who served you.
FANCI is a trading style of Nash Jewellery Innovation Limited.
Registered in England and Wales registration number: 10533953 | Registered Address: 17 London Road, Southampton. SO15 2AE
VAT Registration Number: 292 1398 85