Terms and Conditions – Sundari Jewellery

Terms and Conditions

 

Sundari Jewellery Terms of Service (Retail Customers)

Sundari Jewellery Refund Policy

We are confident that you will love your jewellery, but if you would like a refund, an exchange, or if your item is faulty, we are here to help. Our refund and exchange policies are designed around you, with your needs and convenience in mind.

If you have concerns, or if the answers you need are not detailed below, do not hesitate to call us on +44 (0) 7701047289.

If you are a wholesaler, please see the separate Wholesale Refund Policy section below.

Returning or exchanging items

Should you change your mind about a piece of jewellery, we offer a 14-day return policy for all non-faulty items (except earrings, which are non-returnable for hygiene reasons).

A product will only be accepted for exchange or refund if it is returned unworn, undamaged and in new condition.

If an item has been personalised or engraved to your specifications, we are unable to offer an exchange or provide a full refund. We will, however, refund 50% of the purchase price.

Returning or exchanging faulty items

We take quality control seriously, but should your item arrive damaged we are happy to repair it or replace it within 60-days of the delivery date. We consider any item faulty if it is received damaged, or where a manufacturing fault occurs within 60 days of purchase. Please note that items that are damaged by everyday wear and tear are not considered to be faulty, just well-loved.

If you believe your item is faulty please contact us first on sales@Sundari Jewellery.co.uk before sending the item. You can also call us on +44 (0) 7701047 289 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.

If more than 60 days have passed since your delivery, we will make a decision to accept a return based on your individual circumstances and on a case-by-case basis. Such decisions are entirely at our discretion. If your purchase is outside the 60-day return period, please email or call us to discuss. We are happy to help.

Completing your return

To complete your return, simply return the item along with a copy of your invoice or the delivery note. If you do not have these documents you can still return the item with your details and order number (this can be found on any of our emails or by looking at your online purchasing history).

Please note, items should be returned in their original packaging. If this is not possible, please email us on sales@sundarijewellery.co.uk in detail and we will do our best to help you. You can also call us on +44 (0) 7701047289 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.

Sending your return to us

To return your jewellery to us, simply post it via Royal Mail in its original packing, together with your completed returns form (in your parcel), to:

Sundari Ltd, 12, Long Acre Court, Argyle Road, Ealing, W13 0DA, United Kingdom

You are responsible for paying the shipping costs for the return of your item unless it is faulty. Shipping costs will be refunded for faulty items. Please note, that if you receive a refund for any non-faulty items, the cost of return shipping will be deducted from your refund amount.

If you are sending an item worth more than £30, we would encourage you to consider a trackable shipping service or purchasing shipping insurance. If you decide not to do this we cannot guarantee that we will receive your returned item.

Non-returnable items

he following items may not be returned:

  • Gift cards
  • Earrings (for hygiene reasons)
  • Sale items. We only accept returns of regular-priced items
  • Items purchased from one of our retail partners. You will need to return the item to that same retailer
  • Items that are not in their original condition, are damaged or are missing parts for reasons not due to our error. Acceptance of such returns are at our discretion
  • Any item that is returned more than 30 days after delivery. Acceptance of such returns are at our discretion

When we receive your return

Once we have received your return, we will send you an email to let you know that we’ve received it. We will also notify you as quickly as possible as soon as we approve or reject your refund.

If your returned item is approved for a refund, this will be processed, and a credit will be applied to your credit card, or original method of payment.

We aim to process your return as quickly as possible – usually within 48 hours from receipt of your parcel. At busy periods of the year (such as during sales or the Christmas period), please allow up to seven working days for your return to be processed.

Late or missing refunds

If you haven’t received your refund yet, it might be worth contacting your bank or credit card company as it can take some time for refunds to clear depending on your provider. Refunds normally take around five to seven working days to appear in your account, but this can vary.

If you have any problems or if you are unable to resolve the issue this way, then please don’t hesitate to email us on sales@SundariJewellery.co.uk and we will endeavor to assist you in any way we can. You can also call us on +44 (0) 7701047289 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.

 

Refunding items purchased as gifts

If you are the gift giver

If the item you purchased was marked as a gift and shipped directly to the recipient, they will receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be posted.

If you are the gift recipient

If the item wasn’t marked as a gift when purchased, or the gift-giver had the order shipped to themselves to give to you later, we will refund the gift-giver directly and they will be notified of the return.

DELIVERY CHARGES
Delivery is free of charge for all orders over £100 within UK. Cost will vary for all other orders below £100 according to the type of goods ordered and cannot be refunded.

DELIVERY TIMES

We aim to deliver all items from our Sundari Jewellery collections within 3 to 5 working days and all other brands such as Timeless Classics and Vera Vega within 1 to 2 weeks depending on our current stock level.

SMS MOBILE MESSAGE POLICY 
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Sundari Jewellery Terms of Service (Wholesale Terms of Service)

MINIMUM ORDER
The minimum order value is £200, but we may occasionally waive this if our existing customers have special ad hoc requests.

 

CREDIT TERMS
Payment is on receipt of invoice for all new customers. From the second order onwards, you may be eligible to receive 30 days’ credit on all purchases. This is at our discretion and is reviewed annually. We reserve the right to cancel a credit account at any time without notice.

 

DELIVERY CHARGES
Delivery is free of charge for all retail orders over £300 within UK. Cost will vary for all others and this is shown at the checkout based on your chosen delivery options.

 

DELIVERY TIMES

We aim to deliver all items from our Sundari Jewellery collections within 1 to 2 weeks. If we need to order in out-of-stock items, delivery will take between 2 to 4 weeks. 

RETURNS AND REFUNDS

We are confident that you will be happy with your purchase, but if you would like a refund, an exchange, or if any of your items are faulty, we are here to help.

Please note that goods are only considered to be faulty if they are received damaged, or where a manufacturing fault occurs within 60 days of purchase.

If you would like to return all or part of your order, please first speak to our order fulfillment department on +44(0) 7701047289 or email sales@sundarijewellery.co.uk so that we can assist you. You will need your customer ID or order number.


Returns and refunds for Sundari Jewellery jewellery

We usually accept returns within 5 days of delivery. Due to administration costs, we charge a 15% restocking charge on all returned orders unless goods arrive damaged or there is a manufacturing fault.

 We take quality control seriously but should any of your items arrive damaged we are happy to repair or exchange if the item is not repairable.

Returns and refunds for Timeless Classics and Vera Vega jewellery

Unless goods are received damaged or there is a manufacturing fault, all items purchased from the Timeless Classics and Vera Vega ranges are non-returnable and non-refundable.

We take quality control seriously but should any of your items arrive damaged we are happy to repair or exchange if the item is not repairable.

 

Frequently Asked Questions

EXCHANGES & RETURNS

How long do I have for a return?

We will be more than happy to offer a refund or an exchange on any item within 14 days of receipt, when returned in original condition. Just complete the back of your returns form which is included in your parcel or enclose a note with your details.

 

What do I do if I have lost my returns form?

Don’t worry, if you lose your you can still return your item. Package up the item you want to return and include your details and your order number (this can be found on any of our emails or by looking in ‘Order History’ in your online account). Just let us know whether you would like an exchange or a refund.

 

If you would like an exchange, please give us full details of the product you would like. Send the package to Sundari Jewellery Ltd, 12 Long Acre Court, Argyle Road, Ealing, London W13 0DA, United Kingdom.

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How long does it take to process a return?

We aim to process your returns as quickly as possible – usually within 48 hours from receipt of your parcel. At busy periods of the year (such as during sales or during the Christmas period), please allow up to seven working days for your return to be processed.

 

Can I exchange for a more expensive item?

Yes, if you wish to exchange an item for a more expensive one you can simply pay us the difference by calling us on +44 (0) 7701047289.

 

What happens if the item I want in exchange is out of stock?

If we do not have the item that you want in exchange in stock, you will be contacted by our customer services team within 30 days and offered an alternative item or a full refund.

 

How long will I have to wait for a refund?

We will process your refund as soon as possible, usually within 48 hours of receipt. We will send you an email to let you know we have received the item and that we are processing it. A refund will normally take around five to seven working days to appear in your account, but this can depend on your bank.

 

My item is faulty and I want to return it

We are sorry to hear that. At Sundari Jewellery, goods are considered faulty if they are received damaged, or where a manufacturing fault occurs within 60 days of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

 

If you believe your item is faulty please contact us on hello@Sundari Jewellery.co.uk. You can also call us on +44 (0) 07701047289 between 9am – 5pm, Monday to Friday (except Bank Holidays), if you prefer.

 

What is your warranty period?

We take quality control seriously, but should your item arrive damaged we are happy to repair it or replace it within 60-days of the delivery date. We consider any item faulty if it is received damaged, or where a manufacturing fault occurs within 60 days of purchase. Please note that items that are damaged by everyday wear and tear are not considered to be faulty, just well-loved.

 

I want to cancel or change my order

Please check and place your orders carefully as we cannot make changes once we have received them. If you would like to add products to your order, you should place a new order.

If you need to change the details of your delivery address, remove items from your order or cancel the order, you can only do this before an order is finalised. If our online system does not allow you to cancel, then please email us on sales@SundariJewellery.co.uk quoting your order number and order date or call us on +44 (0) 7701047289 between 9am – 5pm, Monday to Friday (except Bank Holidays) and we will be happy to help.