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GUARANTEE & RETURNS POLICY

Jewellery Guarantee Policy

Thank you for choosing Aquila Jewellery. We take pride in the quality and craftsmanship of our jewellery. This policy outlines your rights and our commitment to you as a valued customer.

6-Month Jewellery Guarantee

We offer a 6-month guarantee on all our jewellery from the date of purchase. This guarantee covers:

  • Manufacturing defects in materials or workmanship
  • Faults that appear under normal use and care

If a fault is found during this period, we will offer a free repair or replacement, depending on the nature of the issue. If neither is possible, a partial or full refund may be offered.

What’s Not Covered

Our guarantee does not cover:

  • Accidental damage, misuse, or neglect
  • Normal wear and tear (e.g. surface scratches, fading)
  • Lost or stolen items
  • Damage caused by third-party repairs or alterations

How to Make a Claim

Please contact us at hello@aquilajewellery.com with:

  • Your proof of purchase
  • A description and photo(s) of the issue

We’ll inspect the item and advise on the next steps.

Your Statutory Rights

This guarantee is in addition to your legal rights under the Consumer Rights Act 2015. For example:

  • You can reject faulty goods within 30 days of purchase for a full refund.
  • If a fault appears within 6 months, it is assumed to have existed at the time of purchase (unless proven otherwise).
  • You can make a claim for up to 6 years (5 years in Scotland), but proof of the fault existing within a 6 month period since purchasing the item, will be required. 

We’re Here to Help

We stand behind our work and aim to make your experience worry-free. If you have any concerns about your jewellery, we’ll do our best to resolve them quickly and fairly.

If a fault develops with your purchase, we are happy to refund or exchange up to 6 months after placing your order. This is within reason and subject to inspection. 

Our jewellery is handmade which means it is delicate by nature. Please follow our guidelines to ensure longevity; 

As with all precious metals, do not wear in the sea, shower, bath or chlorinated pools. Remove for bed and exercise and avoid contact with creams and perfumes. 

Returns

Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Earrings are exempt from being returned due to hygiene reasons. Gift cards are also exempt from being returned.

Refunds

We are happy to provide refunds, please return your item, including the order number to: Aquila Jewellery, 11 Dukes Lane, Brighton, East Sussex, BN1 1BG. You are liable for the return postage fee.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, please contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done this and you still have not received your refund yet, please contact us at hello@aquilajewellery.com.

Exchanges

We are happy to provide exchanges, with the exception of earrings due to hygiene reasons. If you need to exchange for a different size or style, please send us an email at hello@aquilajewellery.com and send your item to: Aquila Jewellery, 11 Dukes Lane, Brighton, East Sussex, BN1 1BG. You are liable for the return postage fee. The new product will be sent free of charge within the UK or £9.50 rest of world.

Shipping

To return your product, you should mail your product to: Aquila Jewellery, 11 Dukes Lane, Brighton, East Sussex, BN1 1BG.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.