Returns & Refunds Policy

1. Your Right to Cancel

If you are purchasing as a consumer, you have the legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You are entitled to cancel your order within 14 days without giving any reason.

Cancellation Period

Your cancellation period begins from the day you receive your goods:

Single item orders: 14 days from the day after delivery
Multiple items delivered separately: 14 days from receipt of the final item
Instalment deliveries: 14 days from receipt of the final instalment
Subscription/regular deliveries: 14 days from receipt of the first item

To exercise your right to cancel, you must notify us clearly via email at info@harperkendall.com before the cancellation period expires.

2. How to Return Items

Once you have notified us of cancellation:

You must return the item(s) within 14 days of informing us via our Returns Portal
Items must be returned securely and appropriately packaged
You are responsible for return shipping costs unless the item is faulty or incorrect

We recommend using a tracked and insured delivery service, as you remain responsible for the goods until received by us or process your return for free within the specified period via our Returns Portal

3. Refunds

If you cancel within your legal rights, we will:

Refund the full purchase price of the item(s)
Refund standard delivery costs only (not premium delivery upgrades)

Deductions

We reserve the legal right to reduce your refund if the value of the goods has been diminished due to handling beyond what is necessary to inspect them (i.e., beyond what would reasonably be permitted in a retail environment).

Refund Timing

Refunds will be issued:

Within 14 days of receiving the returned goods, or
Within 14 days of receiving proof of return, whichever is earlier

Refunds will be made using the original payment method unless otherwise agreed.

4. Faulty, Damaged or Misdescribed Items

Under the Consumer Rights Act 2015, all goods must be:

As described
Of satisfactory quality
Fit for purpose

If your item is faulty, damaged, or not as described:

You are entitled to a full refund, repair, or replacement
We will also reimburse reasonable return costs

5. Non-Returnable & Exempt Items

Certain items are legally exempt from the right to cancel due to hygiene, health, or customisation. These items cannot be returned or refunded unless faulty.

For Health & Hygiene Reasons

We do not accept returns on:

Earrings (including studs, hoops, drop earrings)
Belly bars/body jewellery
Any jewellery designed for pierced body parts

This is in accordance with UK regulations regarding sealed goods not suitable for return due to health protection or hygiene reasons once unsealed.

These items are strictly non-returnable once dispatched, regardless of whether they have been worn, unless they are faulty.

Custom & Personalised Items

The following items are also non-cancellable and non-refundable:

Bespoke or made-to-order jewellery
Engraved or personalised items
Special order items sourced specifically for you

These items are exempt under UK law as they are made to the consumer’s specifications or clearly personalised.

6. Third-Party Services (Insurance)

Any shipping protection or insurance services (including third-party providers such as Route):

Are non-refundable once purchased
Will not be included in any refund
Are outside of our control and jurisdiction

If you return an item, the cost of such services will be deducted from your refund, where applicable.

7. Your Responsibility

Until the returned item reaches us:

You remain responsible for its condition
Items must be returned in original condition, including packaging

Failure to do so may result in a reduced refund.

8. Legal Rights

Nothing in this policy affects your statutory rights under:

Consumer Contracts Regulations 2013
Consumer Rights Act 2015