YOU, THE CUSTOMER; The person who has sent in jewellery and whose name appears on the completed return form that accompanied the jewellery sent in.

THE COMPANY; Carl Dunn T/A Jewellerychap


The Estimate together with these Terms and Conditions contain the whole agreement between THE COMPANY and YOU in respect of the provision of our repairs and servicing and supersedes and replaces any prior written or oral agreements, representations or understandings.

If you choose to send photographs of your jewellery by email the company will endeavour to give an estimate of the repair cost to the best of its ability but this should only be seen as a guide price, a full estimate will be sent when the item has been received and fully inspected. If you are not happy with the estimate your jewellery will be returned by signed for Royal Mail free of charge.

Once YOU, THE CUSTOMER have accepted the Estimate, THE COMPANY agrees to carry out the repairs and servicing with a reasonably appropriate level of skill and care. Once THE COMPANY has initiated the repair or service, YOU, THE CUSTOMER cannot withdraw your consent.


All payments are collected via a secure online payment platform which is powered by a third party provider called Stripe. THE COMPANY are never exposed to or have access to your credit details including your security code.

Payment is normally required before any repair or service is carried out but at the companies discretion the repair will be carried out before payment is received and an invoice issued on completion of the repair, the invoice will be due for payment immediately and the Jewellery will not be returned until full and final payment is made. At the discretion of THE COMPANY payment terms can be agreed before any work is carried out. If terms are offered then the repair will be completed at the discretion of the company as soon as possible but the good will be retained until full payment has been made.

Refunds are only given in exceptional circumstances or if THE COMPANY are unable to complete a repair that was outlined the estimate. Where a refund is made it will normally be paid in full but this is at the reasonable discretion of THE COMPANY.


If the company agrees to repair your Jewellery before payment is made and on completion of the repair and issuance of the invoice payment is not received and the invoice still remains unpaid 6 months from the date of issue the COMPANY shall at its discretion dispose of the jewellery by any means necessary to recover the COMPANIES costs.


If, despite commercially reasonable efforts, THE COMPANY cannot complete the repair or service due to a force majeure event, the completion of the repair or service will be postponed depending on the nature and scale of the event, subject to the agreement. Force majeure shall mean and include, without limitation, natural phenomena, conflicts, strikes, attacks, unforeseen official restrictions and any other events beyond the control of THE COMPANY.

If, while performing the repair or service, we discover that unforeseen additional operations that are not included in the Estimate have to be carried out, THE COMPANY will, as soon as reasonably practicable, send YOU, THE CUSTOMER an additional or updated Estimate for approval including specifically the new operations to be carried out on the jewellery.

If an item is received which has previously been reported as stolen, THE COMPANY reserves the right to inform the former owner and/or the relevant authorities who alone would have the authority to determine legal ownership of the item in question, unless a mutual agreement is reached between the former owner and the current owner, and to keep the item in custody until ownership is determined.

For vintage items of jewellery, difficulties encountered during repair or service, due to the actual condition and/or age of the item, may lead to the Estimate being revised, or work may have to be discontinued if the scheduled Service cannot be completed due to the age of the item. In this case, the item will be returned to YOU, THE CUSTOMER, without charge and insofar as possible in the same condition as when the item was delivered to us and THE COMPANY shall have no further liability to YOU, THE CUSTOMER.

Scrap & filings. The company does not return metal filings or scrap unless specifically negotiated and agreed in writing by email by YOU the customer and the COMPANY, this includes Gold, Silver & Platinum in any form including but not limited to broken links, clasps, off-cuts and filings.  When the Customer requests an estimate from the Company in writing or by email, a reduction will be estimated from the photos supplied and applied to the initial written estimate sent to the Customer, this will be reflected but not detailed in the final invoice.


Jewellery will be inspected by THE COMPANY upon arrival and before any estimate is sent to YOU, THE CUSTOMER. If THE COMPANY determine that a repair cannot be successful then the jewellery will be returned to YOU, THE CUSTOMER at the address supplied on the enclosed repair form. The jewellery will be sent back via Royal Mail 1st Class Signed for which is a non tracked and un-insured method of postage.
If YOU, THE CUSTOMER would rather have the jewellery returned by another means, then inform THE COMPANY and arrangements will be made at YOU, THE CUSTOMER’s own expense.

THE COMPANY cannot be held responsible for damaged or lost items that have been returned this way and YOU, THE CUSTOMER waive all rights to complaint and challenge.

THE COMPANY will issue an email with a tracking number informing YOU, THE CUSTOMER that a repair cannot be made and is being returned.


THE COMPANY will only ever use Royal Mail Special Delivery for return deliveries. When YOU, THE CUSTOMER go to pay for your repair, if you request a different postal service payment will be required at the same time as the repair payment.

If YOU, THE CUSTOMER choose a non tracked and un-insured method of return delivery then THE COMPANY cannot be held responsible for any damage or loss.

Claims for damage or loss on insured service must be made in writing via email so that THE COMPANY can start a claim against Royal Mail. Royal Mail will ask for proof of value in the form of a sales receipt or a valuation document. If YOU, THE CUSTOMER cannot supply THE COMPANY with these details then the claim cannot be progressed and will be rejected.


THE COMPANY will make multiple attempts by email with the quote, however if THE COMPANY does not get a response from YOU, THE CUSTOMER in a reasonable time that is determined by THE COMPANY then the items will be sent back to YOU, THE CUSTOMER using the address supplied on the repair form. The jewellery will be returned by Royal Mail 1st Class Signed for which is a non tracked and non insured method of postage.


All repairs are covered by a 1 year guarantee unless THE COMPANY specify in the estimate that the guarantee will not be issued. The guarantee only covers the repair that THE COMPANY carried out and not any damaged caused by YOU, THE CUSTOMER or general wear and tear.

If YOU, THE CUSTOMER would like to make a claim under the guarantee then this must be submitted via email as soon as possible. THE COMPANY will inspect the jewellery and confirm if the repair will be covered. If the repair is covered then the work will be carried out without delay and returned by the postage method which was originally paid for.


If YOU, THE CUSTOMER are not completely happy with the service provided by THE COMPANY, then please submit your complaint in writing to THE COMPANY will take all reasonable steps to remedy the situation, however, if YOU, THE CUSTOMER are still not satisfied then please contact the relevant ombudsman.

If you have any queries regarding any of our services, please contact us for details.


Our Return Policy lasts 14 days. If 14 days have passed 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. It must not show signs of wear or damage.


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 few days.


Please contact us if you require an exchange or refund (within 14 days)

Return Shipping

To return your product, you should use a signed for mail service

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of Royal Mail Special Delivery at the prevailing rate will be deducted from your refund.

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 valued at over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item so please use a trackable, insured and signed for service.