Refund policy
Last updated: 14th November 2024
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We have a 14-day return policy for eligible items purchased directly through our website, which means you have 14 days from the courier’s confirmed delivery date (“date of receipt”) to request a return. You then have another 14 days to return the item to us.
For orders placed in-store or over the telephone, our terms and conditions, including our returns policy, differ from those applied to online purchases, and can be provided upon request.
This online returns policy applies only to 'Ready To Wear' items, which will have 'Ready To Wear' clearly indicated in their title, and are ordered in their 'Current Size' with no adjustments. If 'Adjust To' or 'Make To' options are selected in the size selector, the item is not eligible for return, even if it is a 'Ready To Wear' item.
To be eligible for a return, the item must be in the same condition as when you received it: unworn, unused, in its original packaging, and accompanied by the original undamaged gemmological certificate (if applicable). Please note, we reserve the right to refuse a return if the item shows signs of wear, damage, or alteration after receipt, or if it is missing its original packaging and certification documents.
If you’re uncertain whether your item qualifies for return, please contact us before ordering at 020 7405 4585 or via email at diamonds@rennieco.com.
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To initiate a return, please first contact us at diamonds@rennieco.com. An example of a model cancellation form can be found below.
Model Cancellation Form
To: Rennie & Co
105 Hatton Garden
London, EC1N 8LY
Email: diamonds@rennieco.com
I/We [your name(s)] hereby give notice that I/we wish to cancel my/our contract of sale for the following goods:
Ordered on: [date]
Received on: [date]
Name of consumer(s): [your name(s)]
Address of consumer(s): [your address]
Date: [current date]
Please delete any words in brackets that do not apply.
Our team will provide detailed instructions on how and where to send your package. Returns are sent at your own cost and risk, with a signature on delivery and tracking required. Proof of postage should be retained. Returns should be sent to the following address: Rennie & Co, 105 Hatton Garden, London, EC1N 8LY, UK. With prior arrangement, items can also be returned in-store.
Please ensure the returned items are securely packaged and insured, as Rennie & Co is not liable for any returned goods lost, damaged, or delayed in transit.
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Consumer Rights and Defective Products
In accordance with the Consumer Rights Act 2015, if you believe the product is defective, we will first assess the returned item to determine whether it is indeed defective. We will notify you of the outcome via email within 14 days of receiving the returned product.
If you are returning a potentially defective item by post rather than in person, please contact us in advance to agree on a suitable postal method, as we cannot reimburse disproportionately high shipping costs in the event that the item is found to be defective.
If the product is found to be defective, we will arrange the appropriate remedy, which could be a full refund, repair, or replacement, depending on the circumstances. If a refund is issued, it will include the original delivery charges, and we will cover the return delivery charges.
If the product is deemed not defective, you will be responsible for both the return delivery charges to send the item to us for examination, and the cost of sending the item back to you.
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Refunds
We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item. Please note that while we will process the refund within this 14-day period, it may take additional time for your bank or credit card company to complete the transaction and post the funds to your account. Refund times can vary depending on the payment method used, and Rennie & Co cannot influence the processing times of external payment providers..
This return policy is governed by the laws of England and Wales.
