Returns Policy
Online Returns
We have extended our online refund and exchange policy for your convenience this Christmas.
We will be happy to exchange or refund online purchases made from Sunday 22nd October 2023 up until Friday 5th January 2024, on the presentation of the unused goods in the original packaging (with no alterations made) and the guarantee ensuring the security tag is still intact. We offer this online returns policy in addition to your statutory rights.
We hope that you love your Chisholm Hunter purchase, however on the occasion that you're not entirely happy, you can return it to us and we’ll be more than happy to give you a full refund up until 14 days from the day the item is signed for, or an exchange for 28 days from the time the item is signed for.
Products purchased online will come with a tamper-proof returns sticker which allows for the products to be tried on and examined for any faults. To be eligible for a refund, the item must be in its original packaging, complete with any paperwork and have the tamper-proof returns sticker or security tag still intact as received.
To request to return your item(s) please complete the form below and we will be in touch with details about how to send the item(s) back to us.
In-Store Purchases
We strive to offer the best value and quality to our valued customers. If you purchased an item in one of our stores, our returns policy is as below;
For all refund requests, we will offer a store credit only, valid for 12 months. Store credit is not applicable for finance.
If your purchase is unsuitable and unworn with original tags and packaging, we would be delighted to exchange it within 14 days. This excludes altered, bespoke, special orders, pre-owned items and pierced earrings.
Request a Return or Exchange
If you would like to arrange a return, please complete the form below and we will be in touch to arrange.
You will be charged a standard fee from your Post Office to return your items to us.
You can also return your online order to one of our 27 stores, however it will then be sent to our web office to be processed as online order returns cannot be processed in-store.
Faulty or Damaged Items
We take pride in making sure that all our products are of the highest quality and in the best working condition possible. We conduct an intricate quality control process before any order is given to a customer, both in-store or via dispatch through a web order, including documenting photos and videos of said item before handing it over to the customer.
Due to the exclusive nature of some of our items, they may have been on display in one of our stores. However, these models are not regarded as “ex-display” but are still in new unworn condition and are processed through our normal quality control checks. Please be advised that some of our items will be those that have been on display and may not have the manufacturers protection film still applied, but protection film that has been applied by Chisholm Hunter when sold.
Any item advertised as “Preowned” is not a new item from us or the associated manufacturer. If you purchase an item advertised as “Preowned”, although we will do our upmost to clean and polish the item to its best condition, please be advised that these items are sold as seen.
Please be advised that if you, another jeweller, or another company have altered, repaired, or adjusted your received item, you will not be able to return or exchange your item and will not be issued a refund. To retain your buyer protection rights, all work must be carried out by Chisholm Hunter Ltd (or a third-party company working on behalf of Chisholm Hunter Ltd).
In the rare occasion your item should reach you in a less than perfect condition, you can contact our friendly Customer Service Team on 0333 210 1857 within 30 days of receiving your order to receive an exact replacement if available or a suitable replacement of similar quality and value. If you do not wish the item replaced or exchanged a full refund will be given. In either case, we will refund any postal costs incurred by you in returning a faulty or damaged item. Please make sure you have proof of purchase or order details to hand as it will be asked for by our team. Please be aware it may take several weeks to assess the goods for faults/damages, however we will always aim in resolving the issue as swiftly as possible.
These rights are additional to and do not detract from your statutory rights.
Exclusions
Please be advised that if you, another jeweller, or another company have altered, repaired, or adjusted your received item, you will not be able to return or exchange your item and will not be issued a refund. To retain your buyer protection rights, all work must be carried out by Chisholm Hunter Ltd (or a third-party company working on behalf of Chisholm Hunter Ltd).
Pierced earrings, including earrings with pendant sets, are non-returnable for reasons of hygiene and safety.
Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means we cannot provide refunds or exchanges on items that have been specially made to order for you. Personalised, altered items including adjustments to watch bracelets and straps, and specially ordered items out with our current line of stock are also exempt from refund or exchange. Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly. This does not affect your statutory rights.
If you have purchased a ring from us and had it re-sized by request, it would become non-returnable as it has been altered.
These rights are additional to and do not detract from your statutory rights.
Contact Us
If you have any questions about our returns policy, please don’t hesitate to contact our friendly Customer Success team free on 0333 210 1857. We are here to help you Monday - Saturday from 9 am - 5.30 pm and Sunday from 10 am - 5 pm.
Need to raise a complaint?
If you are not entirely happy with your recent experience, you can raise a complaint by contacting our Customer Success Team.
We aim to resolve your complaint as quickly as possible and if we can resolve your complaint within 7 days, we will send you a final response detailing our resolution. If we are unable to provide you with a final response 7 days after the initial complaint was raised, we will email you explaining the reason for the delay and when we expect to issue you with a final response.
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8-week holding letter. Further information and contact details can be found at www.financial-ombudsman.org.uk.
Online Orders
We have extended our online refund and exchange policy for your convenience this Christmas.
We will be more than happy to exchange or refund purchases made from Monday 24th October 2022 up until Friday 6th January 2023, the item must be in its original packaging, complete with any paperwork and have the security tag still intact.
In-Store Purchases
Purchases made from Monday 24th October 2022 can be exchanged up until Friday 6th January 2023 , the item must be in its original packaging, complete with any paperwork and have the security tag still intact. Altered, bespoke and special orders, pre-owned items and pierced earrings cannot be exchanged.
All purchases bought before Monday 24th October 2022 are subject to the standard 14 day return policy.
Please note, for all refund requests we will offer a store credit only, valid for 12 months.
To request to return your item(s) please complete the form below and we will be in touch with details about how to send the item(s) back to us.
Request a Return or Exchange
If you would like to arrange a return, please complete the form below and we will be in touch to arrange.
You will be charged a standard fee from your Post Office to return your items to us.
You can also return your online order to one of our 27 stores, however it will then be sent to our web office to be processed as online order returns cannot be processed in-store.
Faulty/ Damaged Items
In the rare occasion your item is faulty/damaged please notify us within 30 days of receiving your order to receive an alternative product or full refund. Please be aware it may take several weeks to assess the goods for faults/damages.
Should your purchase reach you in a less than perfect condition please contact our helpline immediately on 0333 210 1857 and we will assist in resolving the issue as swiftly as possible. We will offer an exact replacement if available, or we can advise on a suitable replacement of similar quality and value. If you do not wish the item replaced or exchanged a full refund will be given. In either case we will refund any postal costs incurred by you in returning a faulty or damaged item.
Exclusions
Pierced earrings, including earrings with pendant sets are non-returnable for reasons of hygiene and safety. This does not affect your statutory rights.
Please note that we are unable to offer exchanges or refunds on bespoke items or special orders. This means we cannot provide refunds or exchanges on items that have been specially made to order for you. Personalised, altered items including adjustments to watch bracelets and straps, and specially ordered items out with our current line of stock are also exempt from refund or exchange. Bespoke or specially ordered products may only be returned if the goods are faulty or were supplied incorrectly. This does not affect your statutory rights.
If you have purchased a ring from us and had it re-sized by request, it would become non-returnable as it has been altered.
In-Store Returns
We strive to offer the best value and quality to our valued customers. If you purchased an item in one of our stores, our returns policy is as below;
For all refund requests, we will offer a store credit only, valid for 12 months.
If your purchase is unsuitable and unworn with original tags and packaging, we would be delighted to exchange it within 14 days. This excludes altered, bespoke, special orders, pre-owned items and pierced earrings.
Contact Us
If you have any questions about our returns policy, please don’t hesitate to contact our friendly Customer Services team free on 0333 210 1857. We are here to help you Monday - Saturday from 9am - 5.30pm and Sunday from 10am - 5pm.