Terms & Conditions
This page (together with our Privacy Policy, our Cookie Policy, our Returns Policy and our Disclaimer of Liability) tells you who we are and the legal terms and conditions (“Terms”) on which we sell any of the products listed on our website www.harperkendall.com (“our site” or “our store”) to you. Our Returns Policy and our Disclaimer of Liability are incorporated into these Terms by reference.
These Terms will apply to any contract between us for the sale of products to you (a “Contract”). Please read these Terms carefully and make sure you understand them before placing an order. Before placing an order, you will be asked to confirm that you accept these Terms. If you do not accept these Terms, you will not be able to order any products from our store. We recommend that you print or save a copy of these Terms for your records.
We may amend these Terms from time to time, as set out in clause 8. Each time you place an order, please check these Terms to make sure you understand the version that applies to that order. These Terms were most recently updated on 15 June 2026 to reflect changes introduced by the Digital Markets, Competition and Consumers Act 2024 (“DMCCA”), including updated rules on pricing transparency, consumer reviews, and subscription contracts, and to refresh our delivery, returns and hallmarking information.
These Terms, and any Contract between us, are made only in the English language.
1. Contacting Us
To cancel a Contract under your legal right to do so (see clause 9), simply let us know. The easiest way is to email us at info@harperkendall.com. We will email you to confirm receipt of your cancellation. A link to our online cancellation form will be included in our Dispatch Confirmation, and you can also contact our Customer Services team via live chat or by post to our trading address above. Please include your order details so we can identify your order.
If you wish to contact us for any other reason, including complaints, please use our live chat facility or email info@harperkendall.com.
If we need to contact you or give you notice in writing, we will do so by email or by pre-paid post to the address you provided with your order. If you are a business customer and wish to give us formal notice under these Terms, please see clause 20.
2. Our Products
1. The images of products on our store are for illustrative purposes only. While we make every effort to display colours accurately, we cannot guarantee that your device's display will accurately reflect the true colour of a product. Products may vary slightly from the images shown.
2. Because many of our pieces are handmade or hand-finished, all sizes, weights, capacities, dimensions, gemstone measurements and carat weights shown on our store are subject to a tolerance of up to 2%.
3. Packaging may vary from that shown in images on our store.
4. All precious metal jewellery sold by us that is required by law to be hallmarked is independently tested and hallmarked by a UK Assay Office in accordance with the Hallmarking Act 1973, as set out in our Hallmark Guarantee page.
5. Where a product features diamonds or other gemstones, any grading, carat weight or clarity information provided is given as an estimate using industry-standard methods and is subject to the tolerances normal in the jewellery trade.
3. Use of Our Store
Your use of our store is governed by these Terms, our Privacy Policy, our Cookie Policy, our Returns Policy and our Disclaimer of Liability. Please read these carefully, as they include important terms which apply to you.
Reviews. Where we display customer ratings or reviews on our store (including via Trustpilot or similar platforms), we take reasonable and proportionate steps to ensure that reviews are genuine and that we do not commission, submit or publish fake or misleading reviews, in line with the Digital Markets, Competition and Consumers Act 2024 and associated guidance from the Competition and Markets Authority (“CMA”).
4. How We Use Your Personal Information
We only use your personal information in accordance with our Privacy Policy, which explains what information we collect, how we use it, and your rights under UK data protection law (including the UK GDPR and the Data Protection Act 2018). Please take the time to read our Privacy Policy and our Cookie Policy.
5. If You Are a Consumer
This clause applies only if you are a consumer.
6. You may only purchase products from our store if you are at least 18 years old.
7. Certain products on our store (for example, items containing sharp components or those subject to age-restricted sale) can only be purchased if you meet any applicable legal age requirement. We are not permitted by law to supply such products to you if you do not meet that requirement, and you should not attempt to order them if you are underage.
6. If You Are a Business Customer
This clause applies only if you are not a consumer (i.e. you are acting in the course of a business).
8. If you are a business customer, you confirm that you have the authority to bind the business on whose behalf you are using our store to purchase products.
9. These Terms, together with any document expressly referred to in them, our Privacy Policy, our Cookie Policy, our Returns Policy and our Disclaimer of Liability, constitute the entire agreement between you and us, and supersede all previous agreements, representations and understandings between us relating to their subject matter.
10. You acknowledge that, in entering into the Contract, you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms or the documents referred to above.
11. You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in the Contract.
7. How the Contract Is Formed Between You and Us
12. Our shopping pages will guide you through the steps needed to place an order. Our order process lets you check and correct any errors before submitting your order. Please take time to read and check your order at each stage.
13. After you place an order, we will send you an email acknowledging receipt of your order. This acknowledgement does not mean your order has been accepted – our acceptance only takes place as described in clause 8.3.
14. We will confirm our acceptance by sending you an email confirming that your products have been dispatched (a “Dispatch Confirmation”). The Contract between us is only formed when we send you the Dispatch Confirmation.
15. If we are unable to supply a product – for example because it is out of stock, no longer available, we cannot meet your requested delivery date, or there has been a pricing error as described in clause 13 – we will inform you by email and will not process that part of your order. If you have already paid, we will refund the full amount, including any delivery charges, as soon as possible and in any event within 14 days.
8. Our Right to Vary These Terms
16. We may revise these Terms from time to time. The date at the top of this page shows when these Terms were last updated.
17. Every time you place an order, the Terms in force at that time will apply to your Contract.
18. We may revise these Terms to reflect changes in relevant laws and regulatory requirements (for example, changes introduced under the Digital Markets, Competition and Consumers Act 2024), changes in payment methods, security or fraud-prevention requirements, or improvements to our store and services.
19. If we need to revise these Terms in a way that affects an order you have already placed, we will give you reasonable advance notice and explain how to cancel the Contract if you are not happy with the change. You may cancel in respect of all affected products, or only those you have not yet received. If you cancel, we will arrange (at our cost) for the return of any products you have already received and provide a full refund, including any delivery charges.
9. Your Right to Cancel (Consumer Cancellation Rights)
This clause applies only if you are a consumer.
20. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your Contract during the period set out in clause 10.3 below. This means that if you change your mind, you can notify us of your decision to cancel and receive a refund. Free, independent advice about your cancellation rights is available from Citizens Advice.
21. This cancellation right does not apply to:
a) products that have been made or personalised to your specification (for example, engraved, resized to a bespoke measurement, or made-to-order pieces), once production has begun;
b) pierced jewellery (such as earrings or body jewellery) which has been unsealed or worn, for hygiene reasons;
c) any products which have become inseparably mixed with other items after delivery.
22. Your legal right to cancel starts on the date of the Dispatch Confirmation and, for a single product, ends 14 days after the day you receive it. For orders comprising multiple products delivered separately, or products delivered in instalments, the cancellation period ends 14 days after you receive the last product or instalment. For subscription-style or regular deliveries, the cancellation period ends 14 days after you receive the first delivery.
23. To cancel, simply let us know – the easiest way is by email to info@harperkendall.com, or via the cancellation form linked in your Dispatch Confirmation. We will email to confirm receipt. Your cancellation is effective from the date you send your email or letter.
24. If you cancel your Contract, we will:
d) refund the price you paid for the products, subject to any reduction permitted by law to reflect diminished value caused by handling the goods beyond what is necessary to establish their nature, characteristics and function (see our Returns Policy for guidance and examples);
e) refund the delivery costs you paid, although the maximum refund is limited to the cost of our cheapest standard delivery option, even if you chose a faster, more expensive option;
f) make any refund without undue delay, and in any event within 14 days of receiving the returned product back, or (if earlier) within 14 days of you providing evidence that you have sent it back, or, where the product has not been delivered, within 14 days of your cancellation notice.
25. If you are returning products because they are faulty or not as described, we will refund the full price, including any applicable delivery charges and the reasonable costs of returning the item to us.
26. We will refund you using the same method you used to pay, unless you agree otherwise. If vouchers were used, we may refund in vouchers.
27. If products have already been delivered to you before you cancel, you must return them to us without undue delay and within 14 days of telling us you wish to cancel. Please see our Returns page for our returns address, printable returns labels and information about how to arrange a return, including any collection we may offer to arrange.
28. Unless the product is faulty or not as described, you are responsible for the cost of returning products to us. Where a product cannot reasonably be returned by post (for example, due to its size), we will tell you the applicable return/collection cost.
29. As a consumer, you also have statutory rights under the Consumer Rights Act 2015 in relation to faulty products, not of satisfactory quality, not fit for purpose, or not as described. These rights exist regardless of, and are not affected by, the cancellation right in this clause 10. Free advice is available from Citizens Advice.
10. Delivery
30. We will provide you with an estimated delivery date at checkout and/or in our Dispatch Confirmation. Delivery will normally take place within the timeframe stated on our Shipping page. Occasionally delivery may be affected by an Event Outside Our Control (see clause 19).
31. If no one is available to take delivery, our courier will leave you instructions to rearrange delivery or collection.
32. Delivery is completed when the products are delivered to the address you provided, or when you (or a carrier organised by you) collect them from us. From that point, the products are your responsibility.
33. Ownership of the products passes to you once we have received payment in full, including all applicable delivery charges.
34. If we miss an agreed delivery deadline, you may cancel your order immediately if: we have refused to deliver the products; delivery within the deadline was essential (taking all circumstances into account); or you told us before we accepted your order that delivery within the deadline was essential.
35. If you are a consumer and do not wish to cancel immediately, or do not have the right to do so under clause 11.5, you may give us a new, reasonable deadline for delivery and cancel if we fail to meet it.
36. If you cancel under clause 11.5 or 11.6, you may cancel in respect of all products or just some of them (unless splitting the order would significantly reduce the value of what has been delivered). We will refund any sums paid for the cancelled products and their delivery, and arrange return or collection at our cost where products have already been delivered.
11. International Delivery
37. We currently deliver to the destinations listed on our Shipping page. Please check that page for the current list of countries we deliver to, as this may change from time to time.
38. Some products may be subject to restrictions for certain international destinations – please review the relevant product and shipping information carefully before ordering.
39. If you order for delivery outside the UK, your order may be subject to import duties and taxes applied when it reaches its destination. We have no control over these charges and cannot predict their amount; they are your responsibility.
40. You must comply with all applicable laws and regulations of the destination country. We will not be liable if you breach any such law or regulation.
12. Price of Products and Delivery Charges
41. Prices for products are as quoted on our store at the time you submit your order, displayed inclusive of any mandatory fees so that you see the full price upfront, in line with the pricing transparency requirements of the Digital Markets, Competition and Consumers Act 2024. We take all reasonable care to ensure prices are correct at the time the relevant information is entered onto our system, but see clause 13.5 for what happens if we discover a pricing error.
42. Prices may change from time to time, but changes will not affect orders already placed.
43. Product prices include VAT (where applicable) at the rate in force in the UK at the relevant time. If the VAT rate changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid in full before the change takes effect.
44. Product prices do not include delivery charges. Delivery charges are shown clearly during checkout before you confirm your order, and are also set out on our Shipping page.
45. Our store features a large number of products, and despite our reasonable efforts, some products may occasionally be mispriced. We check prices as part of our dispatch process. If the correct price is lower than the price shown, we will charge the lower price. If the correct price is higher than the price shown, and the error is one that you could reasonably have recognised as a mispricing, we are not obliged to supply the product at the stated price; in any other case, we will contact you to give you the option of purchasing at the correct price or cancelling, and will not process the order until we hear from you. If we cannot reach you, we will treat the order as cancelled and notify you in writing.
46. We do not use “drip pricing” – any mandatory charges that you must pay to obtain the product will be included in the headline price or clearly displayed before you complete your purchase, in accordance with CMA pricing guidance.
13. How to Pay
You can pay using any major debit or credit card, PayPal, Apple Pay, Google Pay, Shop Pay, or Klarna (where offered, subject to Klarna's own terms – see our Klarna FAQ page for details). Payment for products and any applicable delivery charges is taken in advance. We will not charge your card until your order is dispatched, save where Klarna or another payment provider's own terms specify otherwise.
14. Subscriptions and Recurring Purchases
If we offer any subscription-based products or services (for example, a jewellery concierge or subscription box), the specific terms for that subscription – including price, frequency, minimum term, and how to cancel – will be set out at the point of sign-up and provided to you in writing. In line with the subscription contract reforms under the Digital Markets, Competition and Consumers Act 2024, we will: provide clear pre-contract information about the subscription before you sign up; send you reminders before any free trial, introductory offer or fixed-term contract ends or renews, and before any payment is taken following such a period; and provide a straightforward, easily accessible way for you to cancel, including the right to a cooling-off period as required by law. If you have any difficulty cancelling a subscription, please contact us at info@harperkendall.com, and we will assist you.
15. Manufacturer Guarantees
Some products come with a manufacturer's guarantee. Please refer to the guarantee documentation provided with the product for its specific terms.
If you are a consumer, a manufacturer's guarantee is in addition to, and does not affect, your legal rights in relation to products that are faulty or not as described. Free advice is available from Citizens Advice.
16. Our Warranty for the Products
47. For products that do not come with a manufacturer's guarantee, we provide a warranty that, on delivery and for 12 months from delivery, the product will be free from material defects in materials and workmanship, subject to clause 17.2.
48. This warranty does not cover defects arising from: fair wear and tear; wilful damage, abnormal storage or working conditions, accident, or negligence by you or a third party; failure to follow our care instructions; alteration or repair carried out by anyone other than one of our authorised repairers; or any specification you provided to us.
49. We are not responsible for damage to your jewellery caused by third parties or by other objects, or for damage arising from normal exposure to chemicals, cosmetics, chlorine, or impact during everyday wear.
50. If you are a consumer, this warranty is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 in respect of faulty or misdescribed goods. Free advice is available from Citizens Advice.
17. Our Liability if You Are a Business
This clause applies only if you are a business customer.
51. We supply products for your business's internal use only, and you agree not to resell them, unless we have agreed otherwise with you in writing.
52. Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or defective products under the Consumer Protection Act 1987.
53. Subject to clause 18.2, we will not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with the Contract for: loss of profits, sales, business or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss.
18. Our Liability if You Are a Consumer
54. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence, but we are not responsible for loss or damage that is not foreseeable.
55. We supply products for domestic and private use only. If you use a product for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, business interruption, loss of business or loss of business opportunity.
56. We do not exclude or limit our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); any breach of the terms implied by sections 13 to 15 of the Sale of Goods Act 1979, or the corresponding provisions of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.
19. Events Outside Our Control
57. We will not be liable for any failure or delay in performing our obligations under a Contract that is caused by an Event Outside Our Control, as defined in clause 20.2.
58. An “Event Outside Our Control” means any act or event beyond our reasonable control, including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat, war (declared or not), fire, explosion, storm, flood, earthquake, epidemic or other natural disaster, or failure of public or private telecommunications, transport or courier networks.
59. If an Event Outside Our Control affects our performance of a Contract, we will contact you as soon as reasonably possible, and our obligations will be suspended for the duration of the event. Where it affects delivery, we will arrange a new delivery date once the event has ended.
60. You may cancel a Contract affected by an Event Outside Our Control that has continued for more than 30 days. If you cancel, we will arrange (at our cost) for the return of any products already received and refund the price paid, including delivery charges.
20. Communications Between Us
61. References in these Terms to communication “in writing” include email.
62. If you are a consumer, you may contact us as set out in clause 2.
63. If you are a business customer, any notice given under or in connection with a Contract must be in writing and delivered personally, sent by pre-paid first-class post or other next-working-day delivery service, or by email.
64. A notice is deemed received: if delivered personally, when left at our registered office; if sent by pre-paid first-class post or next-working-day service, at 9.00 am on the second business day after posting; or if sent by email, one business day after transmission.
65. To prove service, it is sufficient to show that a letter was properly addressed, stamped and posted, or that an email was sent to the correct address. This clause does not apply to the service of any proceedings or other documents in legal proceedings.
21. Other Important Terms
66. We may transfer our rights and obligations under a Contract to another organisation. This will not affect your rights or our obligations under these Terms, and we will notify you in writing or via our store if this happens.
67. You may only transfer your rights or obligations under these Terms to another person if we agree in writing. However, if you are a consumer and purchased a product as a gift, you may transfer the benefit of our warranty under clause 17 to the recipient without needing our consent.
68. This Contract is between you and us. No other person has any right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise, except that a gift recipient may benefit from our warranty under clause 17 as described above, without either party needing the recipient's consent to vary or cancel the Contract.
69. Each clause of these Terms operates separately. If any court or competent authority decides that any clause is unlawful or unenforceable, the remaining clauses will remain in full force and effect.
70. If we do not insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or delay in doing so, that will not mean we have waived our rights, and it will not relieve you of those obligations. Any waiver by us will only be effective if given in writing, and will not automatically waive any later default.
71. If you are a consumer, these Terms are governed by English law, and any Contract and any dispute or claim arising from it will be governed by English law. The courts of England and Wales have non-exclusive jurisdiction, although if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.
72. If you are a business customer, these Terms, any Contract and any dispute or claim arising from them (including non-contractual disputes) are governed by, and will be construed in accordance with, the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
22. Regulatory Information
As an online retailer, we comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, the Consumer Protection Act 1987, the Sale of Goods Act 1979 (as applicable to business customers), the Hallmarking Act 1973, UK GDPR and the Data Protection Act 2018, and the consumer protection provisions of the Digital Markets, Competition and Consumers Act 2024 as enforced by the Competition and Markets Authority. If you have a complaint that we have been unable to resolve, you may also be able to refer your dispute to an alternative dispute resolution (ADR) provider – details of which, if applicable, will be made available to you on request.