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We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or credit your account, subject to the below terms. This Policy applies to products bought from NQ Jewellery Design Services.
This Policy forms part of NQ Jewellery Design Services Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this policy should limit your statutory rights.
Prepare your products for a return
To ensure your request is processed as quickly as possible, you are responsible for the following when returning your products;
- packaging your products safely and securely for protection during transit;
- Clearly mark your return reference number on the outside of the parcel; and
- include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
Want to exchange?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging on return: [ email hidden ]
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
We do our best to ensure that the products we deliver to you are of high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges or sea air corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product;
- Where the specifications of a product, although accurately described on the Website and fit for its intended purpose, do not suit you; and
If you have received a product that turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you realize the defect or poor quality, but within 6 months after delivery/collection of the product (except with an extended supplier warranty, which is set out below).
You can do so by logging it on [ email hidden ] on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair/replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund.
Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6-month period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. They usually state these in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier's or manufacturer’s discretion what remedy it can offer you.
NQ Jewellery Design Services is under no obligation to provide you with a credit, repair/replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit/refund directly from us.
Direct Warranty (stipulated on the product page)
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through Hello Pretty. If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
Please note that we only refund the payment method that you originally used–i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.