01256 830527 Returns - Petra Jewellery - Independent jewellers in Basingstoke
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Basingstoke

01256 355945

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Basingstoke | 01256 355945

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Sharing the Sparkle since 1979

Returns

 

We would like you to always be happy with the jewellery you buy from us and place a huge amount of emphasis on getting things right first time!

 

Please refer to our Petra Promise to get a good understanding of our approach to keeping you happy! 
 
 
You have the right to change your mind and sometimes things go wrong.  We have set out some guidelines below as to how we deal with things and you can also refer to our full Terms & Conditions for the formal stuff.
 

 

 

 

The basics

 

If you have changed your mind:
 
You can cancel an order before despatch unless it is ‘custom made’ or ‘engraved’.
 
You can return an item for a refund or exchange within 14 days of delivery with a completed returns form.
 
Please return items to our shop address in their original condition and packaging and for your benefit and security we recommend that if you are posting the goods back to us to use Royal Mail Special Delivery. This will ensure proof of delivery and insurance of the goods whilst they are in transit.
 
Repair, exchange or refund of faulty items:
 
If you believe your product is faulty please inform us as soon as possible, ideally in writing.
 
We will log the issue on our system and then wait for you to bring it in or post it to us for an assessment. Depending on what has happened we can potentially repair the item and we will need some time to do this please. This would be explained to you once we have had the opportunity to examine the item and we know exactly what the best solution is for you.
 
Where repairing the item isn’t feasible or simply doesn’t make sense we will offer you an exchange. Ideally this will be for the same design, however occasionally a particular item might no longer be available or was a one-off piece so we will endeavour to replace it with something of similar value that you are 100% happy with or offer you a full refund if that is not the case.
 
If you haven’t used the item and discover it is faulty and we cant offer you a repair or exchange option that you are satisfied with then we would be happy to offer you a full refund as long as you have proof of purchase or a gift voucher if you don’t have proof of purchase. 
 
We quality control every piece of our jewellery once it is made and again before you leave our shop with it and whilst defects can sometimes occur over time this is actually extremely rare. Often ‘faults’ are a result of ‘wear and tear’ or ‘accidental damage’ and unfortunately the latter can happen as soon as you wear an item. We absolutely appreciate that any fault on a piece of jewellery, regardless of how it has occurred can be upsetting and we encourage you to always come and talk to us so we can agree a solution. We will give you a fair assessment of what has happened, what is required to rectify the problem and try to offer you a discounted rate for any work and materials that might be necessary if we conclude that the fault is not a manufacturing fault.
 
In the unlikely event that you are not satisfied with our suggested solution then we would advise you to get a second opinion from an independent jewellery expert and present it to us in writing. We take this matters extremely seriously and would much rather uphold our reputation for looking after our customers than risk falling out with you. We do however ask for you to also be fair and reasonable please!
 
Every situation is different, we genuinely want our customers to be happy, please ask us if you have any questions or feedback, thank you.
 
The formal stuff is in our full set of Terms & Conditions.

 

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