Cancellation & Refund Policy
This is template copy for demonstration, not a counsel-reviewed legal document — replace it with approved wording before relying on it for a real customer.
Cancelling before dispatch
You can cancel an in-stock order at any time before it is dispatched, at no charge, from your order history or by contacting us. Once a piece has been handed to the courier it can no longer be cancelled, and the return route below applies instead. A made-to-order or customised piece can be cancelled only before production begins. After that the piece exists for you alone, and any deposit may be retained against work already done.
Returns
Unworn jewellery in its original packaging, with the certificate and hallmark tag intact, can be returned within 7 days of delivery for a refund, or exchanged within 15 days. The piece must be in the condition it arrived in. Customised and made-to-order pieces are not eligible for return except where faulty or not as specified.
Faulty or incorrect items
If a piece arrives damaged, faulty, or is not what you ordered, tell us within 48 hours of delivery with photographs. We will arrange collection at our cost and either replace the piece or refund it in full, including any delivery charge you paid.
How a refund is made and when
Refunds are made to the original payment method — we cannot redirect a refund to a different card, account or person. Once we have received and inspected a returned piece, the refund is initiated within [TO BE PROVIDED BY INNOCENCE] business days, and your bank or card issuer typically credits it within a further 5 to 7 working days. That second period is outside our control. A refund covers the price you paid for the piece. Where a return is a change of mind rather than a fault, any original delivery charge is not refunded.
Gold rate movement does not change your refund
You are refunded what you paid, not what the piece would be worth at today's rate. If the gold rate has risen or fallen since your purchase, the refund amount is unchanged.
Old gold exchange
Exchange of old gold against a new purchase is assessed in store, on purity and weight at the time of valuation, and is not part of the online return process.