Returns policy

Your statutory rights

AJ Trinkets is a small UK business selling handmade jewellery online. This policy explains how cancellations and returns work. Nothing in it removes or limits your statutory rights, including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

You do not have to give a reason to cancel a non-personalised item inside the cancellation period. We will not refuse a refund the law says you are entitled to, and we will not insist on store credit instead of that refund.

Before you send anything back

Email ajtrinketss@gmail.com first, and include your order number. Please do this before you post a parcel, so we can send you the return address. For a change-of-mind cancellation, that email is enough: you do not need our permission, and the cancellation starts when we receive it.

• Use the email address above. A clear statement that you want to cancel is enough.
• Include your order number, and the item you are sending back.
• For a change of mind, post the item with a tracked service. You pay that postage. Keep the receipt and email us the tracking proof.
• If the item is faulty, damaged, or not as described, wait for us to arrange the return. We pay that postage.

Non-personalised items: changing your mind

If the piece was not made to your specification and is not clearly personalised, you can cancel for 14 days after the day it is delivered to you, or to someone you asked to receive it. You do not have to give a reason.

After you tell us, you have 14 days to post the item back, or to hand it over. Send it tracked. You pay the direct cost of that return postage.

Please send the piece back unworn and unused, in its original packaging if you still have it. You may handle it as you would in a shop, to look at it and check the fit. If handling goes beyond that and the piece loses value, we may reduce the refund by that loss, up to the price you paid. That reduction does not take away your right to cancel.

We refund the item price to the original payment method, within 14 days of receiving the piece back or of receiving proof you have sent it, whichever comes first. We do not charge a fee for the refund. If you cancel the whole order, we also refund the standard delivery charge you paid. If you chose a dearer delivery service than our least expensive ordinary option, we refund delivery up to the cost of that ordinary option.

If we never receive the piece and you cannot show it was posted, the refund waits until we have the piece or proof of postage. A tracked receipt is the proof we ask for.

Sealed earrings and similar items

Earrings and similar items can be excluded from a change-of-mind return for hygiene reasons only when we supplied them sealed and you break that seal after delivery. While the seal is intact, you can still cancel. This exception does not apply to a piece we did not seal, and it does not affect your rights if the item is faulty, damaged, or not as described.

Personalised and custom-made items

Pieces made to your specification, or clearly personalised with a name, initials, or a custom message, are exempt from the 14-day cancellation right. There is no change-of-mind return on those pieces. Please check the spelling before you pay. We make what you type in the personalisation box.

This exemption is only about changing your mind. It does not affect your rights if a personalised piece is faulty, damaged, or not as described.

Faulty, damaged, or not as described

This section applies to every piece, including personalised and custom-made ones. Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have a 30-day right to reject them, and you can ask for a repair or a replacement. If a repair or replacement is not possible, or it fails, you can ask for a price reduction or reject the goods. We follow those rights. Nothing here limits them, and we cannot shorten the 30-day right.

Please email ajtrinketss@gmail.com within 48 hours of delivery, with your order number and a photo. That helps us put it right quickly. Reporting later does not limit your statutory rights, including the 30-day right to reject.

We cover the return postage for faulty, damaged, or not-as-described items. Email us first and we will arrange the return. Refunds for these items go to the original payment method.

If a parcel has not arrived, email us with your order number and we will help you trace it.

Model cancellation form

You can cancel by email in your own words. You can also use this form. Complete it and email it to ajtrinketss@gmail.com.

To AJ Trinkets, ajtrinketss@gmail.com.

I give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Date:

We email you the return address after we receive your cancellation. Please use that address, and a tracked service if you are cancelling because you changed your mind.

The law this follows

Change-of-mind cancellations follow the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including the 14-day period after delivery, the further 14 days to send goods back, refunds to the original payment method, refund of standard delivery on cancellation, the customer's responsibility for return postage when we have said so, the reduction for handling beyond a shop inspection, the hygiene-seal exception, and the exemption for goods made to your specification or clearly personalised.

Faulty, damaged, and not-as-described items follow the Consumer Rights Act 2015, including satisfactory quality, fitness for purpose, description, the 30-day short-term right to reject, and repair or replacement.