This policy details the legal frameworks, return criteria, statutory exemptions, and procedural rules governing all transactions processed online, in-store, or via click-and-collect channels for BIG GOLD JEWELLERY LIMITED.

1. In-Store Purchases & Showroom Terms

For fine jewellery items purchased directly from our physical showroom premises at 51 Jameson Street, Hull:

  • We offer an exchange or showroom credit note for the full purchase amount, provided items are returned within 14 days of purchase.
  • Items must be accompanied by the original purchase receipt, be completely unworn, and remain in their original pristine retail condition.

2. Online Purchases (E-Commerce Only)

In accordance with UK Consumer Contracts Regulations and Distance Selling metrics, the following rules apply exclusively to orders completed entirely online through our digital portal:

A. Damaged or Faulty Items on Receipt

  • You must contact our customer desk within 7 days of item delivery to report that an item was damaged or faulty upon arrival.
  • Items must be safely repackaged and returned in their original delivery packaging to our flagship Hull showroom address.
  • Upon receipt and verification of the technical defect or transit damage, we will issue a replacement or offer a full refund via your original payment method, alongside reimbursement of your reasonable return postage costs.

B. Unwanted Items

  • You have the right to cancel your order and return an item for any reason, provided you notify us in writing within 7 days of receipt.
  • Following this explicit notification, goods must be returned to our Hull address within 30 days, undamaged and in their complete original packaging.
  • Return transit carriage for unwanted items is executed entirely at your own expense.
  • Upon safe receipt and quality verification, a full refund will be processed via your original payment method, minus the initial delivery charges and any transactional adjustments incurred due to requested sizing modifications.

3. Collection In-Store (Click & Collect)

For transactions initiated online but designated for physical retrieval at our Hull showroom:

  • Upon collection, you are entitled to an immediate cancellation and refund, provided the item does not leave the store premises. Distance Selling Regulations do not apply once an item has been physically inspected, accepted, and taken from the premises.
  • Once goods have safely left our showroom, our standard in-store terms apply: we offer an exchange or showroom credit note for the full amount, provided they are returned within 14 days alongside the original purchase receipt, unworn, and in original condition. Your statutory rights remain unaffected regarding genuine manufacturing faults.

4. Strict Statutory Exemptions from Returns

Due to the financial volatility of asset metals, mandatory hygiene laws, and customized workmanship parameters, the following categories are strictly exempt from standard cancellation, return, or refund rights:

  • Investment Bullion & Sovereigns: We do not accept returns for a refund or exchange on bullion products purchased in-store or online. All sales of gold bullion, silver bullion, Full Sovereigns, Half Sovereigns, and Krugerrands are definitive, as their underlying pricing locks directly into fluctuating global financial market indices.
  • Custom Made, Bespoke & Engraved Items: Any fine jewellery piece built to unique client specifications, re-cast from custom metal melt-downs, or engraved to your personal specification cannot be returned or cancelled unless determined to be structurally faulty.
  • Altered or Resized Items: Any stock item that has undergone physical adjustments at our technical bench (e.g., ring resizing or link removal) prior to delivery or collection is classified as a permanent custom alteration and cannot be returned.
  • Hygienic Exemptions: Earrings and pierced body jewellery pieces remain strictly non-returnable and non-exchangeable due to statutory public health and hygiene codes.

5. Extended Christmas Returns

To provide flexibility during the holiday trading period, we offer extended return windows for seasonal gift purchases. Items purchased within our designated holiday period may be returned for an exchange or showroom credit note under modified timeline parameters. Please contact our showroom directly during November and December for the explicit seasonal cutoff dates applied to that calendar year.

6. Business-to-Business (B2B) Trade Orders

Commercial trade accounts, fleet orders, volume custom manufacturing runs, and stock selections from our 30,000+ SKU wholesale inventory are completely exempt from domestic retail consumer cancellation frameworks. All B2B trade alterations, adjustments, or cancellations depend exclusively on the explicit commercial agreement executed between BIG GOLD JEWELLERY LIMITED and the respective business client.

7. Return Reference Requirement

Return Authorization Protocol: Prior to shipping any return parcel to our facility, you must contact our customer desk to obtain an authorized returns reference number. Parcels dispatched without an official reference identifier may experience processing and verification delays.

Please address all authorized returns to our central facility: BIG GOLD JEWELLERY LIMITED, 51 Jameson Street, Hull, HU1 3JA.

BIG GOLD JEWELLERY LIMITED • Company Number: 16765803 • Registered Office: 51 Jameson Street, Hull, England, HU1 3JA