Returns Policy at Silver Phoenix Jewellers: Hassle-Free Satisfaction Guaranteed!

Returns Policy For ONLINE SALES ONLY:

14-Day Change of Mind Returns for ONLINE ORDERS ONLY as per EU Law:

As per EU legal requirements for online orders, we accept returns within 14 days from the date of delivery. It is important to note that this timeframe is calculated from the day the goods are received by the customer.

Return Eligibility Criteria: To be eligible for a replacement, the returned item must meet the following criteria:

1. Unused and in Original Condition: The item must be in its original, unused condition, free from any signs of wear, damage, or customization.

2. Intact Packaging and Tags: The item must be returned in its original packaging, with all tags intact and undisturbed.

Exempted Items: Certain items are exempted from being returned for exchange. These include:

1. Earrings: Due to hygiene reasons, earrings cannot be returned or exchanged.

2. Customized, Personalized, Engraved, and Resized Items: Jewelry that has been customized, personalized, engraved, or resized according to specific requirements cannot be returned or exchanged.

3. Accidentally Damaged Goods: Items that have been accidentally damaged, such as broken chains, cracked stones, or scratched rings, are not eligible for return or exchange.

Returns Process: To initiate the returns process, please follow these steps:

1. Inspection: Every returned item must undergo a thorough inspection, which typically takes a minimum of 1 hour, and may require up to 24 hours. It is necessary to leave the merchandise for inspection, as we cannot proceed with an exchange or warranty repair without it.

2. Proof of Purchase: A receipt or proof of purchase is required to complete the exchange or repair process.

3. Approval and Repair/Exchange: Upon approval of the return, we will proceed with the repair or exchange of the item. Please note that repairs may take up to 28 days, and if a repair is not feasible, we will provide an exchange or a refund if you choose this option.

Sale Items: Only regular-priced items are eligible for exchange. Sale items cannot be exchanged for other merchandise. However, if discounted goods are damaged, we will either repair them or provide an exchange for the exact same item.

Online Order Returns: For items purchased online, returns can be made in-store. Proof of purchase must be presented during the return process. The same rules and eligibility criteria apply to online order returns. It is important to note that Silver Phoenix does not cover the cost of return postage. Therefore, the customer is responsible for the return shipping expenses, which may be charged after the item has been serviced.

We value your satisfaction and aim to provide exceptional service at every step. If you have any further inquiries or require assistance regarding our returns policy, please do not hesitate to contact our dedicated customer support team. Thank you for choosing Silver Phoenix, and we eagerly anticipate the opportunity to serve you with the utmost care and attention to detail.

In Store Purchase Returns Policy:

As per EU law we offer a repair or replace policy for eligible items within a period of 14 days from the date of purchase. Please note that we do not provide refunds for in store purchases, returned items will be repaired or replaced but no refunds are issued.

Eligibility for Replacement:
To be eligible for a replacement, the item must meet the following criteria:

1. Unused and in the original condition: The item must be unused and in the same condition as when you received it. It should be free from any signs of wear or damage.

2. Original packaging and tags: The item must be returned in its original packaging, and any attached tags must not be removed.

Exempted Items:
The following types of goods are exempt from being returned for exchange:

1. Earrings: Due to hygiene reasons, we do not accept returns or exchanges on earrings.

2. Customised, Personalised, Engraved, and Resized Items: Jewelry that has been customised, personalised, engraved, or resized according to your specific requirements cannot be returned or exchanged.

3. Accidentally Damaged Goods: Items that have been accidentally damaged, such as broken chains, cracked stones, bent or scratched rings, are not eligible for return or exchange.

Returns Process:
Please follow the steps below to initiate the returns process:

1. Inspection: Every returned item must undergo a close inspection, which typically takes a minimum of 1 hour and may take up to 24 hours. It is necessary to leave the merchandise for inspection; otherwise, we cannot offer an exchange or warranty repair.

2. Proof of Purchase: To complete the exchange or repair process, we require a receipt or proof of purchase.

3. Approval and Repair/Exchange: If the return is approved, we will proceed with the repair or exchange of the item. Repair time may take up to 28 days, and if repair is not feasible, we will provide an exchange. Refunds are not offered.

Sale Items:
Only regular-priced items may be returned for exchange. Sale items cannot be exchanged for any other merchandise. If discounted goods are damaged, we will repair them or exchange them for the exact same item.

Online Order Returns:
Items purchased online can be returned in-store. Proof of purchase must be provided during the return process. The same rules and eligibility criteria apply to online order returns. Please note that shipping costs for returning items will not be covered by Silver Phoenix. You may be charged for return postage after your item is serviced.

If you have any further questions or require assistance regarding our returns policy, please feel free to contact our customer support team. Thank you for choosing Silver Phoenix, and we look forward to serving you with the utmost care and attention to detail.